Mahmoud Mustafa
Global IT Infrastructure Engineer & IT Helpdesk Lead
Amman
Summary
IT professional with extensive experience in global infrastructure management, IT operations, and helpdesk leadership. Skilled in designing, implementing, and maintaining enterprise-level IT systems across multi-site environments. Proven track record in leading cross-functional teams, optimizing infrastructure performance, and ensuring seamless IT service delivery. Adept at managing servers, networks, cloud environments (Azure/O365), cybersecurity protocols, and user support systems. Recognized for combining technical expertise with strong leadership and communication skills to drive efficiency, reliability, and user satisfaction in fast-paced global settings.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
Global IT Infra Specialist & Helpdesk Lead
CFI Group
01.2023 - Current
- Directed global IT infrastructure operations, ensuring optimal system performance, security, and service continuity across multiple international regions.
- Administered and optimized enterprise environments including Active Directory, Azure AD Connect, and Hyper-V, with full responsibility for clustering, virtualization, and access management.
- Designed and implemented comprehensive backup and disaster recovery strategies using Veeam and Synology, safeguarding critical business data and minimizing downtime.
- Configured and maintained advanced network and security solutions, including Fortinet firewalls, multi-vendor switches (GUI & CLI), and endpoint protection via Kaspersky Administration Server.
- Led IT asset management and procurement, deploying robust asset lifecycle systems to enhance governance, compliance, and cost efficiency.
- Implemented and customized JIRA and Zendesk platforms, designing automated workflows and ITSM frameworks to streamline support operations.
- Managed and integrated business communication systems including HubSpot CRM, SMTP2GO, Twilio (SMS & VoIP), and Grandstream PBX, ensuring seamless connectivity across global teams.
- Developed automation and deployment scripts using PowerShell, and implemented Linux and Docker environments to enhance scalability, efficiency, and system reliability.
- Served as the Global Lead for the IT Helpdesk Department, managing support teams across multiple regions and ensuring high-quality, SLA-driven IT service delivery.
Senior IT Officer
CFI Group
01.2022 - Current
- Demonstrated advanced-level networking expertise, designing and implementing both physical and wireless networks for computer communications and telecommunications
- Ensured optima network performance by conducting regular maintenance and troubleshooting to diagnose and resolve issues promptly
- Managed email systems and internet filters, ensuring efficient and secure communication channels
- Set up workstations with computers and peripheral devices, such as routers and printers, ensuring seamless connectivity and functionality
- Implemented robust security measures to protect networks and computer systems from unauthorized access and potential threats
- Provided comprehensive orientation and guidance to users on the operation of new software and computer equipment, ensuring smooth adoption and usage
- Maintained detailed records and logs of repairs, fixes, and maintenance activities, facilitating accurate documentation and historical reference
- Consistently communicated technical information in a clear and concise manner, avoiding jargon and ensuring understanding by non-technical stakeholders
Network Administrator
Palestine National Fund
11.2016 - 01.2022
- Demonstrated advanced-level networking skills, designing and implementing both physical and wireless networks for computer communications and telecommunications
- Maintained network performance by monitoring and optimizing network resources, ensuring efficient and reliable connectivity
- Managed email systems and internet filters, ensuring secure and efficient communication channels
- Set up workstations with computers and peripheral devices, ensuring seamless integration and functionality
- Implemented security measures to protect networks and computer systems from unauthorized access and potential threats
- Provided user orientation and guidance on operating new software and computer equipment, ensuring smooth adoption and productivity
- Conducted troubleshooting and diagnostic procedures to identify and resolve network and computer system issues, minimizing downtime and disruptions
- Maintained detailed records and logs of repairs, fixes, and maintenance activities, ensuring accurate documentation and historical reference
Quality Engineer
Aspire JO
10.2015 - 10.2016
- Designed, developed, and supported frameworks for test infrastructure, providing automation expertise to development teams, resulting in improved efficiency and accuracy of testing processes
- Executed comprehensive test suites using various technologies, including Cucumber, Concordion, Selenium, Fit/FitNesse, and SoapUI, ensuring thorough and reliable test coverage
- Collaborated with cross-functional agile project teams to prioritize, plan, and coordinate quality testing activities, ensuring that quality was integrated into the development process from requirements definition through to deployment
- Conducted data analysis, particularly focused on financial data, to identify trends, patterns, and anomalies, providing valuable insights to inform decision-making processes
- Regularly communicated test results and provided feedback to the team lead, ensuring transparency and facilitating continuous improvement in quality
- Maintained clear and concise documentation of test cases, procedures, and results, enabling efficient knowledge transfer and ensuring consistency in testing practices
- Demonstrated strong attention to detail and accuracy in all testing activities, minimizing errors and ensuring the delivery of high-quality software products
- Actively participated in professional development activities, staying updated with the latest testing methodologies, tools, and industry best practices
Education
Bachelor Degree - Software Engineering
The Hashemite University
Zarqa 01.2011 - 01.2015
Skills
Certification
IELTS Certified
Timeline
Global IT Infra Specialist & Helpdesk Lead
CFI Group
01.2023 - Current
Senior IT Officer
CFI Group
01.2022 - Current
Network Administrator
Palestine National Fund
11.2016 - 01.2022
Quality Engineer
Aspire JO
10.2015 - 10.2016
Bachelor Degree - Software Engineering
The Hashemite University
01.2011 - 01.2015