It Support Customer Service

CURRICULUM VITAE

Personal Data

Name: Mustafa Ali

Contact Address: ** ********* ****, ********** *** 4JY Telephone: +447*********

E-mail: ******@*******.**.**

Place of birth: Benin

Nationality: German

Marital status: Divorced

Professional background

11/2023 – On going Breakdown Incident Manager

RAC Walsall

Effectively communicating with motoring customers helping with plans to resolve customer’s situation managing customers experience through to completion identifying customer delay and working to resolve delay issues working with the Customer Service team to achieve resolution making appropriate deployment to gain customer’s satisfaction

03/2023 – 07/2023 IT Support Analyst (Second Level) Page Personal

Unlock user accounts and reset password within Windows, Citrix and Azure (AD) Software - Repairs, installations and updates User rights and privileges administration (AD) User mailboxes and group mailboxes management Remote access on local and Citrix level – PC, mobile devices Technical errors diagnosis and analysis Escalating and dispatching tickets in

(ServiceNow) ITSM tool

08/2022 – 03/2023 Home Office - IT Support

Expert Place

Technical support for landlines, mobile phones, tablets, scanners, printers, routers, etc. Technical errors diagnosis and analysis, unlocking users’ accounts, password reset within Windows, Citrix and Azure AD Remote access to user’s computer, remote troubleshooting, repairs, installations and software updates Escalates and dispatches tickets in

(Valuemation) ITSM tool

09/2021 – 08/2022 IT Helpdesk Support

Robert Half

Error diagnosis, analysis and troubleshooting Unlocking user accounts and user password reset Remote - Repairs, installations and updates User access rights and privileges management User mailboxes and group mailboxes

management User security and policy management Tickets dispatching and escalating in ticketing system (SNOW) 01/2021 – 08/2021 Client Advisor – DSL Technic (Inbound) 1&1 Telecommunications

User authentication Error diagnosis and analysis Network connections troubleshooting Remote: Router updates and support Tickets dispatch and escalating in ticketing system

(SSE) 0

05/2017 – 07/2023 Security Controller / Technical Support Servoca Secure Solutions LTD

Number of employees: 500+

Management of customer access cards

Disassembling and assembling of computer workstations Identity and access control management

Active Directory Management Windows Server

Alarm dashboard Control on Windows desktop

10.2015 – 04.2017 Client Advisor Inbound and Outbound CBS Screening

First level user support

Ticketsystem administration

Forwarding of technical faults to the responsible departments 10/2002 – 12/2007 Production / unskilled worker

PMD Computer-Technic

Formatting and labelling hard drive, floppy disks and CDs Studium

09.2017 – 09.2020 Open University London

School of Computing and Communications

Milton Keynes

MK7 6AA

U.K.

www.open.ac.uk/

Diploma: BSc. Computing & IT

09.2009 – 09.2016 Open University London

School of Computing and Communications

Diploma: BSc. Open Degree

Courses:

Information-and communicationtechnologies.

Web applications (UI / UX design, development & management). E-business technologies (basics & practice).

Data, math, arithmetic & information.

Interaction designs / development.

Computing and IT project.

Web, mobile and cloud technologies.

Languages: Visual Basic, JAVA, HTML, CSS, JavaScript. Hardware: computers and processors, Cisco Networking (CCNA). Databases: Access, relational databases.

Initial and continuing of education

11/2008 6/2009 Further training to become an IT designer / developer Cimdata BildungsAkademie GmbH, Berlin

Subjects: JAVA, HTML, CSS, MS Access, Flash.

PC knowledge and skills

Systems: Windows, Mac OS X, Windows Server, Mobile platforms. MS Office, Active directory.

QUALIFIKATIONEN

IT Designer / Developer - CIMDATA.

Sound and Video Designer - Certified - ABC.

Customer Service - Certified - BTEC.

Team leadership - Certified - BTEC.

Other languages: German, fluent in written and spoken English, (official mother tongue)

Edo, (Original mother tongue)

Interests & engagements: Music, home videos, travels and gym.

Contact this candidate