Desktop Support Analyst

Ali Mohammed Ali

E** *HT Tele: 075******** **************@*****.***

Full UK driving license

East London

Personal Profile

A hard working, well-motivated, organized, and ambitious individual with a flexible approach to work. Willing to learn new skills and possessing good communication skills. I can work on my own initiative and as part of a team. I am able to meet deadlines with the commitment to succeed.

Clear and analytical thinking excellent skills conceptual/creative thinking strong communication skills. Excellent project and time management skills proven ability to understand a client’s needs. Ability to work to strict deadlines ability to manage a team ability to work in a team environment.

Education and Training

1997 - 1999

Epping Forest College, London

A-Levels – Law, Geography, Sociology, Business Studies

1992 - 1997

Leytonstone School, Leytonstone E11 GCSE’s:

•Maths. (A)

•English Language (C)

•English Literature (D)

•Science (double award (C)

•German (D)

•Information technology (A)

Skills Summary

Strong analytical and technical abilities

Excellent communication, reporting and presentation kills.

Decisive project management, clear leadership, and the ability to balance to detail.

Intuitive ability to see the big picture complemented by a precise attention to detail.

Motivated self-starter and effective teamwork

Reliable and conscientious with plenty of initiative, versatility, and enthusiasm

Mobile device support

Windows 8.1 Windows Server 2012 R2 Professional and XP, Windows 7 Advanced

Office 2010. Office 365 Active Directory

Excellent macOS troubleshooting skills. Strong knowledge of Windows 10, and MAC OS (Ideally). Experience with Office 365/MS Exchange. Comprehension and experience with various Operating Systems Windows 10 Active Directory/Group Policy McAfee EPO (ePolicy

ITIL knowledge

One Drive knowledge

Basic Windows based networking - TCP/IP, DNS, DHCP

Basic routing, switching and firewall rules.

Office 365

Experience with Mac Apple Device Management

Experience using Microsoft desktop manager Tools for supporting VMware workstation & virtual machine

Cognizant /JTX EUROPE

Deskside Support Mac & Windows 15/05/2022

Location: Watford

Scope and Responsibilities

Primary responsibilities to resolve the office users reported Mac, IOS devices and deskside issues

Service Level Agreement for Desk side support resource during his working hours excluding holidays, vacations, emergency leave and Out of Office

Secondary responsibilities to resolve the Service Desk, infra teams support activities

Service Desk Service Level Agreement (SLA) would be applicable for all incidents handled by resource, as per "Technical support managed services" SOW

Onsite desk side support for Watford location

Direct attached printer support (Personal and Network)

Wireless support (WIFI support)

Mobile Device Support (iPhone and iPad, including account management and device setup)

Configuration, provisioning, asset tagging and fulfilment of all end user Equipment (including handsets, peripherals, audio headsets) and Services (audio & web conferencing)

Imaging and deployment of RL defined MAC and Windows image versions.

Desktop Asset disposition - returns, recycle, disposal, vendor coordination

Release and Deployment Management - package end use Software and firmware for distribution to laptop and desktop computers and utilize role-based provisioning to distribute such packages

Primary responsibilities to resolve the office users reported Mac, IOS devices and deskside issues

Service Level Agreement for Desk side support resource during his working hours excluding holidays, vacations, emergency leave and Out of Office

Secondary responsibilities to resolve the Service Desk, infra teams support activities

Service Desk Service Level Agreement (SLA) would be applicable for all incidents handled by resource, as per "Technical support managed services" SOW

Onsite desk side support for Watford location

Direct attached printer support (Personal and Network)

Wireless support (WIFI support)

Mobile Device Support (iPhone and iPad, including account management and device setup)

Configuration, provisioning, asset tagging and fulfilment of all end user Equipment (including handsets, peripherals, audio headsets) and Services (audio & web conferencing)

IMACs, including required patching and cabling at the desk and in the LAN closets

Equipment vendor coordination or perform repair for break-fix

Desktop lifecycle management, including asset tracking of Equipment and GMO-authorized software

Imaging and deployment of RL defined MAC and Windows image versions.

Support including inventory management, coordination with Procurement Team ordering the devices and handling consignment for inter-building shipping and inventory replenishment

Desktop Asset disposition - returns, recycle, disposal, vendor coordination

Release and Deployment Management - package end use Software and firmware for distribution to laptop and desktop computers and utilize role-based provisioning to distribute such packages

Cleveland Clinic 27/09/2021 – May 2022

Desktop Support Engineer

Role Responsibilities

Deliver at the elbow and remote support to caregivers

Ensure that incidents and faults are logged and handled to closure (using Service Now), working with colleagues and third-party suppliers to provide a solution

Keep the caregivers and ticket updated with developments Keep abreast of the technologies being utilised by Cleveland Clinic

Experience in supporting innovative desktop solutions such as Virtual Desktop Interface (VDI)

Experience in training end-users to use the support technologies

Experience of Cisco Telephony Solutions handsets and softphones

Demonstrable track record of knowledge-sharing within teams works as part of a team

TEKsystems Ultima/ NSK 05/03/2021 03/06/2021

Provide day-to-day Manage warranty support calls that have bene logged by end users

Support in post migrations

Troubleshoot devices remotely.

Support end users that have been upgraded to Windows 10 and moved to a new domain.

Other responsibilities would be using Ivanti/LANDesk and McAfee EPO to deploy software, remotely access laptops and check and configure bit locker encryption

Strong working experience supporting Microsoft O365 including AD & Group Policy

Experience supporting Microsoft Exchange Administration/Support including Office365 Administration/Support

Employment History

National Bank of Kuwait International (Permanent) 24/03/2020-26/10/2020

Service Support Analyst

Job Purpose

Provide day-to-day technology support and services to the NBKI bank as part of the Technology Services team. Resolving user’s incidents, service requests, queries and working on maintenance and service improvements, changes, and projects to the technology services portfolio.

As first point of contact for staff that are experiencing technology related issues.

To continue all aspects of service desk delivery and to assist with all incident management, 1st, and 2nd line support.

Deliver request fulfilment and user access management services for staff

Demonstrate an excellent telephone/customer facing manner and a commitment to consistently provide excellent customer service and the best customer experience.

Take responsibility for resolving queries, troubleshooting, escalating to NBKI technology teams and partners where appropriate and manage the relationships with all our users

Triage the general team queue and your own queue effectively and efficiently. This includes acknowledging the user, understanding the issue in its entirety, setting an appropriate priority, and setting the expectation with the user.

Champion and promote Service Improvement on an on-going basis to continually improve quality and user satisfaction of Technology Services.

Work with service desk colleagues and NBKI technology teams

Marsh & McLennan (Permanent) 27/08/2018-24/03/2020

Desktop Support Engineer

Main Responsibilities & Accountabilities:

Working with end users to diagnose, log and resolve support issues across user devices and a range of software applications. Devices include desktop & laptop PCs and Macs, thin client devices, telephony (desktop & mobile), tablet devices, printing, and video-conferencing equipment.

You will work on a range of end user facing projects as required, working on, and including new technology implementations, office moves and large-scale software and hardware roll outs across the business.

Respond to hardware and software break/fix service calls and ensure equipment is fixed within the agreed Service Levels

Installing configuring and managing all end user IT equipment

Adhering to SLAs and updating users on ticket status

Build and maintain relationships with key business and operational stakeholders within the given region/functions.

Operationally responsible for the service of your area(s)

Provide regular reports on performance and achievements to a variety of stakeholders

Conduct service reviews for your area

Participate in Incident Management activities

Serve as a point of escalation for the given area

Work closely with the relevant Service management functional lead to ensure issues are understood and communicated appropriately.

Run lunch and learn / PC clinic sessions to improve communication around IT

Coordination of office moves and carrying out IT elements

Ticket trending and SIP development

Welcoming new starters

Project representation

Own response for CSAT survey

Execution of BCP testing

Hardware / Software asset management

Active directory ownership for EUS users / devices

Comply with Group Audit and IT Security requirements.

Develop relationships and understanding of other Group IT functions. Evaluating and testing new platforms and software as required

HCL/LINKEDIN (Permanent) 25/03/2018_25/08/2018

Desktop Support/ Mac Support engineer

2nd line support experience, Technologies

Windows 10, Office 365 & and troubleshooting experience of Active directory Hands on experience with Windows 7/10 etc.

Mobile device management experience/MDM Email configuration, troubleshooting connectivity and general operational issues on tablets, smartphones, I-phones, HP tablets Basic networking knowledge -LAN/WAN, servers, support Desktop hardware/software installation via Printer mapping, paper updated and closed on resolution in the call logging system

IBM (Permanent) 17/August 2016 19/March 2018

Desktop Support/ Service Desk/ Mac Support engineer

As a Desktop support engineer my responsible for: Activities: 70% Deskside Support 30% Service Desk

Apple Mac experience

To provide support to 1000 users across 11 sites in London. With an average of 1500 tickets a month. Mac/PC deskside support

Active Directory trouble shooting

Receiving and responding to incoming call /emails regarding PC/mac hardware, peripherals, and software problems.

Documenting all pertinent end user /identification information including name, dept etc

Working with end users to identify and deliver required computer service levels

Perform onsite analysis, diagnosis and resolution of complex PC and mac problems for a variety of end users Global and EMEA VIP support and much more!

Deutsche Bank (Permanent) January 2016 – May 2016

Desktop Support Analyst/IMAC Engineer

Provide 1st & 2nd line technical support primarily to customers via site visits and occasionally remotely, emails & telephones. Complete all IMAC (Installs, Moves, Adds, Changes) as required.

Day to Day processing of Desktop and Application Request tickets.

Client’s in-house call management system in an ITIL aligned environment.

Respond and resolve all assigned calls within prescribed SLA

Handling escalations/prioritization based on business area and management direction

Install and configure desktop products into Client network environment including Desktop/laptop/Workstation Builds & Installations, Screens, and IT peripherals. Trading floor and multiple screen

Liaise with Service Desk and client’s infrastructure teams (Market Data, Application IT Owners, WINTEL, Email Support, ID Admin Networks etc) for the resolution of customer incidents/requests

Detect and eliminate PC viruses using industry standard software tools.

Keep customer updated throughout the life of a call, ensuring satisfactory call resolution is achieved. Update Call Management System, clearly specifying progress and resolution details

Document resolutions to incidents and link accordingly in the KCS (Knowledge Management System)

Windows 7, Ms Office Internet Explorer, Java, TCP\IP, Anti-Virus, Laptop Wireless setups, Hardware Incident

Experience working with Call logging systems e.g., Service Now

Troubleshooting and Installation, Blackberry Active Directory, Market Data Products, Trading Floor Systems

A solid knowledge of Mac OS and at least 2 years’ experience of managing Macs in an enterprise environment, include OS image management (10.9-10.11), system testing and implementation, user training, system and software auditing, hardware and software deployment, helpdesk support, procedure, and systems documentation, IS and marketing liaison

(Fixed Term Contract)

HCL, Surrey March 2014-05/01/2016

IT Support Engineer

Provide some 3rd Line support in Mac OS

Overall administration and technical support of day-to-day onsite laptop/desktop service operations, either via face to face, telephone or via remote connection tools.

Communicate effectively with end-users and team members on Incidents raised.

Efficiently resolve user incidents/requests, maintaining personal Remedy call queue at all times, ensuring tickets are processed in accordance with HCL procedures in order to meet set SLA’s. Manage the complete life cycle of laptop/desktop environment from procurement, on-going support to decommissioning. Support of laptop/desktop hardware break fix.

Windows 7/10 desktop deployment and support within an enterprise.

Experience working SCCM management console

Experience of working with board and director level users

Key part of the role is imaging of laptops, support standard build updates and conducting physical IT asset management and keeping the IT inventory up to date at all times.

Working and liaising with Global Service Desk in India for incidents and other IT support.

Contact this candidate