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
Server virtualization and clustering using Microsoft Hyper-V
Active Directory, Group Policy, and Azure AD Connect configuration
Linux and Docker environment implementation
Disaster Recovery (DR) and business continuity planning
Firewall configuration (Fortinet and other brands)
Switch configuration (GUI & CLI across multiple vendors)
Kaspersky Administration Server setup and policy management
Backup solutions — Veeam, Synology NAS, and hybrid cloud backups
IT procurement and asset lifecycle management, including system implementation and tracking
ITIL-based service delivery, SLA management, and helpdesk optimization
JIRA and Zendesk implementation, workflow design, automation, and team enablement
HubSpot administration and CRM integrations
SMTP2GO email relay and configuration
Twilio (SMS and VoIP) and Grandstream PBX/VoIP solutions
PRTG Network and systems Monitoring configuration and implementation
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