Abdul Hussain

• Providing 1st/2nd Line Helpdesk Telephone IT Remote Support using ServiceNow for a range of applications including Windows 10/11, Microsoft Office 365 and bespoke applications to Hitachi Rail Limited employees based in the United Kingdom.
• Manual creation of new user accounts, shared mailboxes, distribution lists, security groups and processing of leavers in Active Directory and user mailbox creation via Microsoft Exchange using PowerShell scripts.
• SAP user account management.
• Manual creation of Third Party accounts for external users / contractors in Active Directory and Okta Admin.
• Troubleshooting user remote access issues with Zscaler client, Okta Verify (MFA) and access to HitachiRail Citrix Dashboard.
• Troubleshooting user iPhone issues with access to Microsoft 365 and corporate apps using Ivanti MobileIron and Omnissa Workspace One.

• Restructure in IT organisation resulted in new job role assignment specifically tasked with 1st line/2nd Line IT support of Manufacturing and Lab based users and equipment.
• Included assisting with validation / qualification of IT systems in a GMP regulatory setting.

• Providing 1st/2nd Line Desktop / EUC and Helpdesk Telephone IT Support for a range of applications including Microsoft and bespoke applications to Fujifilm Diosynth Biotechnologies employees based at large Chemical complex site (Former ICI Billingham complex) with multiple officce/manufacturing/lab buildings, including an offsite lab location (Wilton Centre at Former ICI Wilton Redcar complex)) and having use of a works van.
• Logging of all calls using: ServiceNow, previously using LANDesk.
• Analysing problems reported to the service desk, providing a fix either by advice, remote connection if applicable or location visit, otherwise assigning a service call to relevant IT Support personnel.
• Building and configuration of Desktop and Laptop computers to Windows 7/10 build, initially used Microsoft Deployment Toolkit for Window builds, later moved to using SCCM.
• Involved in migration project for existing workstations from Windows 7 to Windows 10.
• Successfully managed hardware refresh project for old hp laptops to new Fujitsu laptops.
• Supporting internal analogue and ip telephony setup.
• Provisioning of Android mobile phones to users, using MobileIron (Mobile Device Management software).
• Was responsible for site daily backup tape management using HP Data Protector application on Windows Server 2008 located in site Server/Comms room and carrying out restore requests for folders/files, until system had been replaced with Commvault.
• Responsible for onboarding of all new starters, setup of new user accounts for all systems, building/preparation and provisioning of laptops and any associated IT hardware, including providing an IT induction initially in a training room environment, then remotely via Zoom during and after Covid.
• SAP user account maintenance, performing daily/monthly checks on SAP system.
• Raising of purchase requisitions in SAP for IT hardware / software.
• Undertaking UAT (User Acceptance Testing) script testing for changes in Panaya Testing Tool application to be implemented into SAP system.
• Support and configuration of Android operating system Zebra Hand Held Terminal Barcode Scan Guns, models: MC930B and TC77 for use with SAP.
• Part of site out of hours support call out rota made up of 4 members in IT Team, on call for 1 week in every 4 weeks / month.
• Successfully involved and managed project for Intranet migration from Microsoft Frontpage setup to Microsoft SharePoint 2010, which involved bringing in an external trainer for training selected users in maintaining and managing their own department sites.
• Successfully involved and managed project to setup an initial 50 new Zebra Hand Held Terminal Barcode Scan Guns for SAP Hana migration project at Go Live stage, working with IT Teams across sites in Denmark and the US. Involved a visit to the Denmark site to work with the IT project team and collaboration with external vendor - SOTI.

• Undertaking all tasks associated with packaging software using industry standard tools 'Flexera AdminStudio 2012' and 'Flexera InstallSheild 2012'.
• Receiving work order tasks in HP OpenView Service Desk application, raised by Technical Service Managers responsible for applications, to package either in-house or vendor software installations to requirements of business units.
• These either being a new application to package, a change to an existing application requested or a new software version upgrade/patch.
• The following process being done, first packaging software using 'Flexera' tools.
• Setup of the software in SCCM (Microsoft System Center Configuration Manager).
• Testing installation, uninstall via Run Advertised Programs and functional tests of packaged application, on current Aker Solutions 'Windows XP 32/64 bit' and 'Windows 7 32/64 bit' build vm machines, using VMware vCenter Lab Manager.
• Setup of the pilot release in SCCM (Microsoft System Center Configuration Manager), when successful testing had been done.
• Creating documentation with full details of packaged application, when package had been completed.
• Performing validation checks on packaged applications which have been completed.
• Also dealing with assigned Service Calls for issue's with packaged applications not installing successfully from Run Advertised Programs.
• Diagnosis of which often involved examining contents of sms client CCM log files on a user’s Windows build computer, to determine root cause failure.

• Providing 1st/2nd Line Helpdesk remote IT Support to a Global user base for a range of applications including Microsoft and bespoke applications to Aker Solutions employees based at office, client, project and offshore sites.
• Logging of all calls using application called: HP OpenView Service Desk.
• Analysing problems reported to the service desk, providing a fix either by advice or remote connection if applicable, otherwise assigning a service call to relevant IT Support Team.
• Worked as part of the weekend shift team, working a varied shift pattern to provide 24/7 support.
• Also responsible for maintaining the Service Desk Knowledge Base Tool application and Service Desk SharePoint site.
• Assisted with the training of new starters in my role.

• Part of IBM UK Skills Centre. A resource pool of skilled employees available for work and awaiting redeployment opportunities.
• Took voluntary redundancy in June 2005.

• Providing 2nd Line Helpdesk Telephone IT Support for a range of applications including Microsoft and bespoke applications to NTL employees based at sites throughout the UK and Ireland.
• Logging of all calls using application called Remedy.
• Analysing problems reported to helpdesk, providing a fix either by advice or remote connection if applicable, otherwise assigning call to relevant IT Support Team.

• IT support for NTL outsourced to IBM United Kingdom Ltd (Global Services). Performing same 24x7 1st Line Support role.

[January 2005 – February 2005] NTL

Project Description:Transition of NTL IT Helpdesk located at Teesside UK to IBM Global Services India, Bangalore.

Contribution: I asked for the opportunity to assist in the transition of the IT Helpdesk to India and was happy to be given the chance to play a part in its successful move. My contribution involved me travelling to IBM India Bangalore for a period of 4 weeks. My tasks were to provide advice, assistance and 2nd Line training to helpdesk analysts including senior management in my role and passing on my skills, knowledge and experience.

[February 2003 - March 2003] American Express

Project Description: To create a single European IT Helpdesk at Amex European Headquarters in Brighton. Amalgamate all IT Helpdesks located throughout Europe where American Express operations exist, to this facility.

Contribution: I was approached at very short notice to provide assistance for this project. I saw it as a challenge and was happy to be given the opportunity to play a part in its successful setup. My contribution was to assess and provide basic IT skills training to analysts who had been taken on primarily for their European language skills rather than IT skills. I assessed and provided one to one training of each analyst. Training involved how to locate information about a PC, mapping network drives and network printers, local and roaming profiles, identifying a computer on a network, using the ping and tracert commands for fault diagnosis, display resolutions and virtual memory settings, finding the ip address of a PC etc. My involvement was to be approximately three weeks; this was extended to a total of 6 weeks.

• Providing 24x7 1st Line Helpdesk Telephone IT Support to NTL employees based at sites throughout the UK and Ireland, working a 4 day shift pattern from 7.00am to 7.00pm.
• Logging of all calls using application called Remedy.
• Analysing problems reported to helpdesk, providing a fix either by advice or remote connection if applicable, otherwise assigning call to relevant IT Support Team.
• Prioritising of all calls and escalation to out of hours support and senior persons if business critical applications including problem management.

• Involved in IT Project using Microsoft Access 97, to design a database to store all data relating to a particular job or client.
• Also provided general office IT assistance.

• Volunteering to assist regular police officers and taking an active role in policing the local community.

• Involved in IT Project using Visual Basic for Applications in Microsoft Excel 97, to write some small programs in Excel Macros, to collect data from various sensors situated around a chemical plant into a spreadsheet.

• Working in the Family Business, a Newsagents/Off Licence, unpaid when free.
• Responsibilities included serving customers, stocking shelves, cashier, manage all magazine/newspaper supplies and returns and operating a National Lottery Terminal.