Russel Clores
IT End User Support SpecialistUnited Arab Emirates
Keeping people productive. Keeping systems running.
UAE-based IT professional specializing in Tier 1–2 support, Microsoft 365, Active Directory, access management, IT assets, infrastructure, server operations, and backup operations.
- Tier 1–2 incidents resolved
- 600+
- Users / devices supported
- 300+
- IT procurement requests
- 100+
- Years of UAE IT experience
- 2+
- USER SUPPORTACTIVE
- IDENTITYONLINE
- MICROSOFT 365ONLINE
- NETWORKONLINE
- SERVERSONLINE
- BACKUPACTIVE
Portfolio simulation — not connected to live infrastructure.
Choose how to explore the experience
How would you like to explore my experience?
The same portfolio, weighted for the person reading it. Your choice is remembered for this session.
The IT environment
Nine components of the environment I support. Select any node to see what the work inside it actually looks like.
NoteIllustrative topology — a portfolio simulation, not a live network map.
Account management, groups, policies, permissions and access management.
- Account management and account status
- Group membership and policy
- Permissions and access management
Select any component to see what the work inside it involves. The topology is illustrative — it shows how the pieces relate, not a specific employer’s network.
Support ticket simulator
Six tickets, the same choices a support desk actually faces. Pick a check and read the diagnostic it returns.
NoteFictional portfolio simulations based on the technologies in this profile. They are not incidents from any specific company, and no diagnostic here touches a real system.
User cannot access Microsoft 365.
Reported this morning by the user
› Where do you start?
Work from the account outwards before changing anything.
- 01Understand↓
- 02Diagnose↓
- 03Troubleshoot↓
- 04Resolve↓
- 05Document
The same five stages whether the ticket takes five minutes or five hours. The simulator only walks the middle three.
- Pick a ticket, then choose a check. Each check returns simulated diagnostic output.
- Every ticket has a path that resolves it, and a path that escalates it with evidence.
- Escalating before any evidence is gathered is available too — and the simulator shows you why that rarely helps.
A day in IT support
Support work is varied rather than linear. Expand any point to see the type of responsibility behind it.
NoteIllustrative examples of the kinds of work involved — not a published daily schedule.
Tier 1–2 incidents open the day: hardware, software and Windows device issues raised by end users, triaged and either resolved or escalated with evidence.
Application troubleshooting and productivity support in Microsoft 365 — sign-in, MFA and application behaviour for users who need to keep working.
IT asset tracking: what is deployed, to whom, and in what state — the record that makes the next request or recovery faster.
Connectivity incidents and remote troubleshooting, with network administration support across phones, switches, servers and access points.
IT procurement requests raised, tracked and followed through — part of the IT asset and operations responsibilities rather than a separate job.
Server administration over secure privileged remote access, plus daily, weekly and monthly backup operations, data migration and file recovery.
Recording what the cause was and what fixed it, so the next occurrence costs the user less time.
Impact
Five numbers, and the work behind each one. Select any figure to see what it is made of.
Incidents handled end to end at Tier 1–2 across the environment described on this page.
- Hardware
- Software
- Windows devices
- Microsoft 365
- MFA
- Network incidents
- Remote troubleshooting
Technical case studies
Each case study follows the same structure: situation, investigation, action, result.
NoteIllustrative descriptions of the type of work involved.
Backup Operations
Scheduled, reliable enterprise backups and recovery support.
Enterprise backup operations require scheduled and reliable backups.
Confirm the schedule, the target set and the state of the previous run before trusting a restore.
Run and monitor daily, weekly and monthly backup operations, handle data migration, and recover files when they are needed.
Reliable backup operations and recovery support.
- Veritas NetBackup
- Tape Library
- CyberArk PAM
- Daily / weekly / monthly backup operations
- Data migration
- File recovery
Reliable backup operations and recovery support.
Identity & Access Management
Accounts, groups, policies, permissions and access requests.
Users need the access their role requires — and nothing beyond it.
Check account status, group membership and existing permissions before granting anything.
Manage accounts and groups, apply policy, and handle permissions and access requests through Active Directory.
Access is granted deliberately and remains governed.
- Active Directory
- MFA
- Access management
- Account management
- Groups and policies
- Permissions and access management
Users regain appropriate access, with permissions that stay controlled.
Microsoft 365 & MFA Support
Sign-in, authentication and productivity application issues.
A user cannot reach the productivity services their work depends on.
Work from the account outwards: credentials, MFA configuration and account status before touching the network.
Troubleshoot the application and the authentication path, verifying Microsoft Authenticator configuration where MFA is the blocker.
The user is working again and the cause is documented.
- Microsoft 365
- Microsoft Authenticator
- Active Directory
- User support
- Application troubleshooting
- Productivity support
- MFA verification
User restored to productivity with a documented root cause.
Network & Connectivity
Isolating where a connectivity fault actually sits.
A user or device loses connectivity and the cause is not obvious.
Isolate the layer — device, access point, switch or upstream — so effort is spent in the right place.
Support the network platforms in use across phones, switches, servers and access points, and escalate with evidence where the fault sits beyond Tier 2.
Connectivity restored, or escalated with a clear boundary of responsibility.
- Cisco
- Switches and access points
- Remote troubleshooting
- Network administration support
- Connectivity incidents
- Remote troubleshooting
Fault isolated to the correct layer and resolved or escalated with evidence.
Server & Privileged Access
Administering servers without exposing privileged credentials.
Server administration requires controlled, auditable privileged access.
Determine the scope of privileged access the task genuinely requires.
Perform server administration through CyberArk PAM for secure privileged remote access.
Server operations completed without exposing privileged credentials.
- CyberArk PAM
- Servers
- Server administration support
- Secure privileged remote access
- Infrastructure operations
Privileged server work performed through a controlled access path.
IT Asset & Procurement Operations
Tracking equipment and seeing requests through.
Devices and equipment must be requested, tracked and accounted for.
Establish the requirement and the current asset position before ordering.
Raise and track IT procurement requests and keep asset records accurate through the device lifecycle.
Requests fulfilled and assets accounted for.
- IT asset management
- Procurement process
- IT asset management
- Procurement requests
- Documentation
Requests fulfilled with an accurate record of what is deployed and to whom.
How I think
The same six stages whether the fault is a password, a printer or a failed backup job.
Start from the user’s account without arguing with it, then reproduce or watch the behaviour before assuming a cause.
Skill dependency map
Technologies are not a list — they connect. Select a skill to see what it depends on and what depends on it.
NoteDeliberately no percentage ratings — proficiency is shown by what the work involves, not by a number.
The surface where users meet the system.
Who may do what, and how that is proven.
The platforms that carry the work.
Privileged access and the ability to recover.
The records and processes that keep support repeatable.
Active Directory
Account management, groups, policies, permissions and access management.
Meducate — Game-Based Learning System
The build side of the profile: a cross-platform learning system with a real-time instructor dashboard.
Meducate Game-Based Learning System
Meducate was built as a 2024 capstone project: a game-based learning system delivered to Android, iOS and the web as a PWA, with a real-time analytics dashboard for instructors. It was adopted by 100% of the target nursing students.
- HTML
- CSS
- JavaScript
- Firebase
- Android
- iOS
- PWA
Adopted by 100% of the target nursing students in the 2024 capstone deployment.
- Quiz / game interface — Questions delivered as a game rather than a form.
- Progress — The learner can see how far they have come.
- Learning content — The material the game is built around.
- Analytics — A real-time instructor analytics dashboard.
- Student performance — How the cohort is performing.
- Learning progress — Where the cohort has and has not progressed.
Which action best protects a patient record before sharing it?
Learning content — The material the game is built around.
Simulated interface — illustrative values, not real student records or product screenshots.
Why hire me
Three claims, each one backed by the work described elsewhere on this page.
USER FOCUSED
Experience supporting users across hardware, software, Microsoft 365, MFA and network issues.
- Hardware and software
- Microsoft 365
- MFA
- Network issues
OPERATIONS MINDED
Experience with IT assets, procurement, documentation, infrastructure and enterprise support.
- IT assets
- Procurement
- Documentation
- Infrastructure
HANDS-ON
Experience working with Active Directory, CyberArk PAM, Veritas NetBackup, servers, backup infrastructure and networking.
- Active Directory
- CyberArk PAM
- Veritas NetBackup
- Servers and networking
Support console
The same information, on a command line. Type help, or pick a command below.
NoteA simulated interface. It reads this page's data and touches no system.
◉ RUSSEL CLORES — IT OPERATIONS
fix. support. improve.
Simulated console. It reads this portfolio and nothing else.
Type "help" for the command list, or Tab to autocomplete.
Open a support ticket
Same form, same fields, whether it is a role, a project or a question.
NoteThis form is a portfolio simulation — it does not create a real IT ticket or send anything to a service desk.
- Emailrusselclores@gmail.com
- LinkedInlinkedin.com/in/russel-clores-8516a32b2
- PhonePENDINGNot supplied yetAdd the phone number in src/data/portfolio.ts (contactChannels.phone), or delete this entry.
- Download CVRussel_Clores_CV.docx
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