Experience

Professional experience

Employment history, most recent first, with the technical areas each role covered. The projects that came out of this work are written up separately in the project record.

Roles
2 — network administration and technical operations
Most recent
February 2024 – September 2026
Earliest
May 2016 – June 2023

Roles

2 entries
February 2024 – September 2026

Role 01

Technical Operations Technician

Global Gaming (Carnival Corporation & PLC) — Miami, Florida

Technical support, diagnostics and break/fix maintenance for enterprise electronic systems and connected hardware in a high-availability shipboard IT environment.

  • Provide technical support, diagnostics, and break/fix maintenance for enterprise electronic systems, workstations, kiosks, printers, peripherals, and connected hardware in a high-availability shipboard IT environment.
  • Troubleshoot hardware, software, firmware, and connectivity issues across equipment from nine major technology manufacturers, including Aristocrat, IGT, Light & Wonder, Everi, Aruze, Konami, Gaming Arts, Galaxy Gaming, and Genesis Gaming.
  • Perform software installations, firmware upgrades, system configuration, hardware component replacements, and post-maintenance functionality testing to maintain system reliability and availability.
  • Monitor and support interconnected enterprise systems, including player tracking platforms, CMAS, SURF, progressive jackpot systems, and associated communication networks.
  • Investigate system communication failures, connectivity problems, equipment malfunctions, and recurring technical incidents, applying systematic troubleshooting and escalating complex issues to vendor support teams when required.
  • Manage incident documentation through an internal ticketing system, recording troubleshooting procedures, corrective actions, equipment status, and resolution details to support technical handovers, audits, and fault analysis.
  • Coordinate with technical teams and external vendors to investigate complex system issues, implement corrective actions, and minimize operational downtime.

Technical areas

  • Enterprise system diagnostics
  • Break/fix maintenance
  • Firmware upgrades
  • Hardware replacement
  • Incident documentation
  • Vendor escalation
  • High-availability operations
May 2016 – June 2023

Role 02

Network Administrator

Al Maqsourah Trading — Riyadh, Saudi Arabia

Supported the company's IT environment through network administration, systems support, user assistance, and infrastructure troubleshooting.

  • Provided L1/L2 technical support for Windows, macOS, and Linux environments, resolving workstation, operating system, hardware, software, printer, peripheral, and user access issues.
  • Administered and maintained Windows Server 2016 and 2025 environments, including server configuration, Active Directory, Group Policy, DNS, DHCP, file services, user accounts, and access permissions.
  • Managed Microsoft 365 administration, supporting Outlook, Exchange Online, Teams, OneDrive, SharePoint, mailbox configuration, distribution lists, user accounts, and access permissions.
  • Administered Microsoft Entra ID, supporting identity and access management, user accounts, authentication, and access control.
  • Managed Active Directory user lifecycle activities, including account provisioning, password resets, security groups, organizational units, and Group Policy enforcement.
  • Supported VMware and Microsoft Hyper-V virtualization environments, assisting with virtual machine administration, configuration, monitoring, and troubleshooting.
  • Supported backup and recovery operations using Veeam Backup, helping maintain data protection and backup reliability.
  • Troubleshot Microsoft Office and other standard business applications, resolving installation, configuration, compatibility, and end-user productivity issues.
  • Supported enterprise line-of-business applications, investigating application issues and coordinating with vendors for specialized troubleshooting when necessary.
  • Diagnosed and resolved desktop, laptop, printer, and peripheral problems, including hardware replacement, driver installation, software configuration, and preventive maintenance.
  • Configured, maintained, and troubleshot Cisco routers and switches, supporting LAN/WAN connectivity, VLANs, routing, switching, and Spanning Tree Protocol.
  • Troubleshot network infrastructure issues involving TCP/IP, DNS, DHCP, subnetting, VPN connectivity, wireless networks, and remote access.
  • Supported Fortinet FortiGate and Palo Alto firewall environments, including firewall policies, VPN connectivity, access controls, and network security troubleshooting.
  • Monitored network availability, bandwidth, device performance, and infrastructure health using PRTG Network Monitor; investigated alerts and coordinated troubleshooting and escalation.
  • Managed endpoint and mobile device configurations through ManageEngine MDM, including device enrollment, configuration policies, application management, and compliance monitoring.
  • Supported VoIP and business communication systems, troubleshooting connectivity, endpoint configurations, and call-related issues.
  • Investigated technical and security-related incidents using system logs, network monitoring information, and endpoint diagnostics; documented findings and escalated unresolved issues.
  • Used Jira, Monday.com, and internal support processes to track incidents, service requests, technical tasks, and documentation.
  • Performed routine infrastructure maintenance, software updates, security patching, access reviews, and system health checks.
  • Developed technical utilities and automation using C#, .NET, PowerShell, and Python to improve troubleshooting and operational efficiency.

Technical areas

  • LAN/WAN
  • TCP/IP
  • Cisco routing and switching
  • VLANs
  • Spanning Tree Protocol
  • VPN connectivity
  • Windows Server
  • Active Directory
  • Group Policy
  • Microsoft Entra ID
  • Microsoft 365
  • Exchange Online
  • VMware
  • Hyper-V
  • Veeam Backup
  • Fortinet FortiGate
  • Palo Alto
  • PRTG Network Monitor
  • ManageEngine MDM
  • VoIP
  • Jira
  • PowerShell
  • Python

Notes on This History

  • This portfolio does not disclose confidential company information, internal configurations, credentials, or private network addressing belonging to either employer.
  • Project dates are included only when confirmed. Where exact project timeframes are unavailable, they are intentionally omitted. Employment dates reflect the information provided in the professional experience section.

Related Portfolio Sections

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TECHNICAL SKILLS

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