ABDULLAH AHMED
Birmingham
Summary
IT professional with hands-on help desk experience administering Active Directory, resolving network and connectivity issues, and supporting Microsoft 365 environments, combined with critical thinking applied to diagnosing and escalating technical problems. Currently expanding into DevOps through structured training in Linux/Unix, Bash scripting, AWS, Kubernetes, and CI/CD pipelines. Quick learner with a track record of reliability, independent workload management, and adapting fast to new systems and tools.
Overview
1
1
Certification
3
3
years of professional experience
Work history
Customer Service Advisor
Natwest
2025.07 - 2026.03
- Handling an average of 80 inbound calls per day in a fast-paced contact centre environment.
- Demonstrated strong emotional intelligence, empathy, and active listening, supporting customers with sensitive financial matters while maintaining high service standards.
- Provided assistance with account management, funds enquiries, and banking transactions, while ensuring strict adherence to bank security and fraud prevention procedures to safeguard customer accounts.
- Consistently worked to resolve issues efficiently, reassure customers, and deliver a positive and satisfying customer experience.
IT Help Desk
Phone Quarter
2024.05 - 2025.03
- Administered user accounts and group policies within Active Directory
- Diagnosed and resolved connectivity issues and network outages
- Applied critical thinking to break down problems, evaluate solutions, and make effective decisions
- Provided support for the Microsoft 365 suite, including Teams and OneDrive
- Utilised remote desktop and screen-sharing tools to efficiently diagnose and resolve software and configuration issues
- Logged and tracked incidents using ServiceNow, ensuring timely resolution and escalation where necessary
- Maintained IT asset inventory and supporting documentation
- Quick learner, adaptable to new systems and tools; reliable, punctual, and able to manage workload independently
Customer Service Advisor
Teleperformance
2022.09 - 2023.06
- Responded to customer inquiries about UKVI visa and immigration processes, providing clear and accurate information.
- Managed and resolved a wide range of customer issues related to visa applications, immigration status, and document requirements.
- Ensured compliance with UKVI rules and regulations while offering assistance and resolving issues efficiently.
Education
OCR Level 3 Diploma - Health & Social Care
First Academy
BirminghamCoder Co
Birmingham 12/2025 -
Skills
- Customer Service & Relationship Building
- Effective Communication & Documentation
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Team Collaboration & Support
- Process Improvement & Efficiency
- Linux & Unix System Administration
- Cloud Technologies (AWS, Azure fundamentals)
- Bash Scripting & Task Automation
- CI/CD Principles & Pipeline Tooling
- Kubernetes & Container Orchestration
- Troubleshooting & Technical Support
- Root-Cause Analysis & Critical Thinking
- Active Directory & Microsoft 365 Administration
- Incident Logging & IT Asset Management (ServiceNow)
Certification
License: Full Manual License
Timeline
Customer Service Advisor
Natwest
2025.07 - 2026.03
IT Help Desk
Phone Quarter
2024.05 - 2025.03
Customer Service Advisor
Teleperformance
2022.09 - 2023.06
Coder Co
12/2025 -
OCR Level 3 Diploma - Health & Social Care
First Academy