Adam El-Hawat
Summary
An experienced IT Support Analyst delivering high‑volume 1st and 2nd line support across MSP and corporate environments. Supported hundreds of users working in cloud, hybrid and on-prem environments, both remotely and in person. Proven success in large‑scale laptop deployments, cloud migrations, and documentation. ITIL‑certified with strong customer service, troubleshooting, and onboarding expertise.
Overview
1
1
Certification
18
18
years of professional experience
Work History
IT Support Analyst
Moore Kingston Smith LLP
London
12.2020 - 05.2026
- First line role in a team of 12 supporting over 1200 users across 7 offices, both remotely and onsite.
- Resolved 35-40 tickets daily on average and consistently ranked in the top 4 for customer satisfaction within a 12‑person team.
- Supported firm-wide migration from a Citrix to Microsoft 365, configuring hundreds of laptops.
- Streamlined onboarding process by configuring and deploying hundreds of laptops with Windows Autopilot to enhance new starter integration.
- Maintained IT department knowledge base, creating and updating procedure and user guide documentation to support team efficiency.
- Created dozens of system guides and documents for the Freddy AI tool.
- Administered after-hours technical assistance to users experiencing IT issues. on a rotating basis.
- Authored 30+ ISO27001 aligned process documents, facilitating successful certification and compliance.
IT Helpdesk Engineer
Challow Design Network Services Ltd
London
03.2019 - 11.2020
- Collaborated in small team at Managed Service Provider, providing IT support to thousands of users across various small and medium-sized organisations in public cloud and hybrid environments.
- Created and administered user accounts via Microsoft Azure, Active Directory DS, Office 365 and Exchange Server systems.
- Carried out laptop imaging, configuration & installation using Windows Deployment Services and Microsoft Deployment Toolkit.
- Facilitated onboarding of new clients through hardware installation, network patching, and training on Challow supported IT systems, ensuring smooth transitions.
- Supported multiple companies in their transition to hybrid working during the pandemic.
- Enhanced automation tasks by modifying PowerShell scripts to streamline processes.
IT Consultant
FDM Group
London & Milton Keynes
09.2015 - 02.2019
- Completed IT Service Management programme in SQL, Windows Server, Networking, ITIL, Web Design, and scripting, enhancing technical proficiency.
- UnderwriteMe Ltd (2018–2019): Resolved 30+ complex tickets weekly for internal and external stakeholders.
- Cleared backlog of unresolved tickets at Cancer Research UK (2018), facilitating smoother operations and supporting MFA rollout.
- Department for Work & Pensions (2016–2018): Supported staff across southern England and Wales; proposed improvements to knowledge management utilisation.
- Supported staff across southern England and Wales at Department for Work & Pensions (2016–2018) and proposed improvements to knowledge management processes.
Previous Employment History
Various
Canterbury & Maidstone
04.2008 - 09.2015
- Roles in customer service, switchboard operations, charity retail, telesales, and canvassing.
- Developed strong communication, organisation, and resilience through varied frontline positions.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
Skills
- Microsoft 365 Administration
- Microsoft Azure
- Active Directory DS / Entra ID
- Microsoft Exchange Administration
- Windows Autopilot
- Windows Deployment Services
- Citrix troubleshooting
- Microsoft Intune Administration
- PowerShell Scripting
- Network Troubleshooting
- IT Service Management (FreshService, ServiceNow, Jira)
- Web Design (HTML, CSS, JavaScript)
- MacOS
- IManage Work
Certification
BSc (Hons) Computing, 2:1, University of Kent
October 2010 — May 2014
Modules included Object Oriented Programming, Computer Systems, Operating Systems and Architecture, Software Engineering, Algorithms, Database Systems & Web Development.
Final year project: Created an interactive Java educational program suitable for 11 year-olds as part of a team of 5.
Canterbury Access to Higher Education (IT)
September 2009 — July 2010
Completed A‑level equivalent programme with modules in Java, Web Design, and study skills. Awarded merit and commendation for a 5000‑word essay on artificial intelligence.
ITIL Foundation Certificate, BSC Chartered Institute for IT
October 2015
AZ-900 Microsoft Azure Fundamentals
May – July 2026
References
Available upon request
Timeline
IT Support Analyst
Moore Kingston Smith LLP
12.2020 - 05.2026
IT Helpdesk Engineer
Challow Design Network Services Ltd
03.2019 - 11.2020
IT Consultant
FDM Group
09.2015 - 02.2019
Previous Employment History
Various
04.2008 - 09.2015