Available for hire · Doha, Qatar

Sami
Benaouana

IT Support Specialist & Microsoft 365 Administrator

5+ years keeping teams productive across Qatar & Algeria — from first-call resolution and cloud admin to network troubleshooting and IT asset management.

Microsoft 365Active DirectoryLAN / WANHelpdesk
View Projects Get in Touch
5+Years Experience
200+Records / Day
20%Response Time Cut
99%Data Accuracy
01 / About

Who I Am

I'm a dedicated IT Support Technician with a Master's Degree in Computer Science (AI & Multimedia) and a Google IT Support Specialist certification. My career spans corporate environments in Qatar and Algeria, where I've consistently delivered reliable, first-line technical support under pressure.

Currently at Saleh Al Hamad Al Mana Co. in Doha, I manage Microsoft 365 environments, maintain IT asset inventories, and build CRM dashboards that have demonstrably improved business outcomes — including a 20% reduction in response times and an 8–12% lift in lead conversion.

I thrive in fast-paced environments where systems reliability matters. My goal is to grow into a Systems Administrator or IT Infrastructure Engineer role, leveraging my academic grounding in AI and multimedia alongside my practical IT expertise.

Quick Info

  • LocationDoha, Qatar
  • VisaValid QID · Transferable
  • Phone+974 30 224 259
  • Emailbenaouanasami@gmail.com

Languages

  • ArabicNative
  • EnglishB2 — Fluent
  • FrenchB2 — Inter.

Education

MSc
Master's — Computer ScienceArtificial Intelligence & MultimediaBatna 2 University, Algeria
BSc
Bachelor's — Computer ScienceComputer Science SystemsBatna 2 University, Algeria
CERT
IT Support SpecialistProfessional CertificateGoogle / Coursera
BAC
Baccalaureate — MathematicsSciences TrackMohamed Yekken El Ghassiri, Arris
02 / Skills

What I Work With

☁

Microsoft 365

  • Exchange Online
  • SharePoint Online
  • OneDrive
  • Microsoft Teams
  • M365 Admin Center
⚙

Systems & OS

  • Windows 10 / 11
  • Active Directory
  • Access Control
  • Password Management
  • User Provisioning
◈

Hardware Support

  • Desktops & Laptops
  • Printers & Scanners
  • Peripherals
  • Fault Diagnosis
  • Vendor Coordination
⬡

Networking

  • LAN / WAN
  • TCP/IP
  • DNS & DHCP
  • VPN Support
  • Connectivity Troubleshooting
◉

Helpdesk & ITSM

  • Ticketing Systems
  • Remote Support
  • SLA Compliance
  • IT Asset Management
  • Incident Management
◎

Soft Skills

  • Customer Service
  • Analytical Thinking
  • Problem-Solving
  • Team Collaboration
  • Works Under Pressure
03 / Experience

Work Timeline

Aug 2024 — PresentDoha, Qatar

IT Support Assistant & Customer Service

Saleh Al Hamad Al Mana Co.

  • Provided first-level technical support for onsite and remote users — hardware, software, and network incidents
  • Managed Microsoft 365 accounts and maintained full IT asset inventory and helpdesk records
  • Updated 200+ customer records daily with 99% accuracy, boosting retention by 10–15%
  • Built CRM reports that improved lead conversion by 8–12%
  • Delivered CRM dashboards reducing cross-team response time by 20%
Microsoft 365CRMHelpdeskIT Asset MgmtRemote Support
Sep 2021 — Aug 2024Algeria · 3 yrs

IT Support Technician

SARL MAARFI

  • Resolved daily service desk tickets — hardware, software, and connectivity
  • Administered Active Directory — user creation, password resets, and access control
  • Installed and configured Windows 10/11 systems and enterprise applications
  • Troubleshot LAN issues and workstation failures, maintaining minimal downtime
  • Guided users on Microsoft 365 tools and documented all technical resolutions
Active DirectoryWindows AdminLAN / WANMicrosoft 365
May 2020 — Jul 2021Algeria · 1 yr 3 mo

Junior IT Support / Helpdesk Assistant

ZR Express

  • On-site and remote technical support for all end users
  • Set up new workstations, user accounts, and office IT equipment
  • Diagnosed hardware faults and coordinated vendor repairs
  • Resolved printer, scanner, and LAN connectivity issues
  • Maintained IT asset inventory following company policies
HardwareEnd-user SupportAsset ManagementNetworking
04 / Projects

Featured Work

01

IT Asset Tracker

Centralised Excel/SharePoint system tracking all IT assets — device info, user assignment, warranty expiry, and full audit history across departments.

Challenge solved: No formal tracking meant devices went unaccounted, causing budget waste and compliance failures.
↑ 80% reduction in untracked assets · Saved 3–4 hrs/week on manual audits
ExcelSharePointMicrosoft 365Power Query
02

Helpdesk KPI Dashboard

CRM-integrated Power BI dashboard visualising ticket SLA compliance, resolution rates, and technician workload trends.

Challenge solved: Managers lacked real-time visibility into ticket backlogs and couldn't allocate resources efficiently.
↓ 20% avg response time · ↑ 8–12% lead conversion via CRM insight
Power BIExcelCRMMicrosoft 365
03

AD User Onboarding Workflow

Standardised PowerShell-assisted checklist automating new user provisioning in Active Directory — from account creation to M365 license assignment.

Challenge solved: Inconsistent onboarding caused permission mismatches and multi-hour setup delays per new hire.
↓ Setup time from 4 hrs → 1.5 hrs · Zero provisioning errors post-rollout
PowerShellActive DirectoryM365 AdminAzure AD
04

M365 Migration Guide

Phased documentation for migrating from on-premise mail to Microsoft 365 — DNS, mailbox migration, SharePoint, and user training all covered.

Challenge solved: Unplanned cloud migrations risk data loss and days of downtime. This guide standardised every wave.
Zero mailbox data loss · Under 2 hrs downtime per wave · 40% faster adoption
Exchange OnlineSharePointAzure ADDNS
05

Network Troubleshooting Runbook

Decision-tree runbook for LAN/WAN incident response — standardising how L1 technicians diagnose and escalate network issues.

Challenge solved: No documented escalation path meant junior staff wasted hours on basic connectivity incidents.
70% of incidents resolved at L1 without escalation · 35% lower MTTR
LAN / WANDNS/DHCPWindows CLIDocumentation
06In Progress

PowerShell Scripts Library

A growing collection of automation scripts for AD bulk user management, M365 license auditing, disk health checks, and automated reporting.

Challenge solved: Repetitive admin tasks consuming hours each week — scripted to free time for higher-value work.
Target: 10+ reusable scripts · Est. 5+ hrs/week saved per technician
PowerShellActive DirectoryM365Automation
05 / Contact

Let's Connect

Open to IT support, helpdesk, and systems administration opportunities across Qatar. I hold a valid QID and transferable working visa — available immediately.

Reach me directly through any channel below, or send a message using the form.

benaouanasami@gmail.com +974 30 224 259 WhatsApp GitHub Portfolio LinkedIn Profile