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Abdalla Moalim
IT Service Desk Analyst
Northampton
Summary
Flexible Technical Support Engineer with 3 years of experience helping clients maintain smooth operations. Expertise in hardware systems and technical environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components. Committed to strengthening customer experience with positivity and professionalism in responding inquiries and technical issues.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
Work History
Technical Support Engineer
Maaltek Training Centre
London
01.2021 - 09.2022
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end-users using IT Service Management Tool such as ServiceNow & Sunrise, and patiently walked individuals through basic troubleshooting tasks.
- Hardware Installations - PC's, Printers, Scanners .
- Windows 7, 10, & 11 deployment and troubleshooting and Office 365 administration.
- Provided guidance on installing new hardware components and software to remote clients.
Service Desk Analyst
Towfiiq Systems
Northampton
07.2019 - 11.2020
- Entered service tickets into incident tracking system such as ServiceNow to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Used Active Directory to create User/Group/Computer accounts and also to reset passwords.
- Engaged in user support interactions via telephone, chat and email platforms.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Identified and resolved system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
Education
Diploma - IT Diploma & GCSE English
Northampton College
Northampton, UK 09.2018 - 05.2020
No Degree - CompTia A+, Network+, Windows Server & Office 365
Maaltek Training Centre
04.2001 -
Skills
Technical issues analysis
Interests
Playing football
Walking and visiting friends & family
Timeline
Technical Support Engineer
Maaltek Training Centre
01.2021 - 09.2022
Service Desk Analyst
Towfiiq Systems
07.2019 - 11.2020
Diploma - IT Diploma & GCSE English
Northampton College
09.2018 - 05.2020
No Degree - CompTia A+, Network+, Windows Server & Office 365
Maaltek Training Centre
04.2001 -
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