Ahmad Raza
Manchester,United Kingdom
Summary
A highly skilled IT professional with expertise in Microsoft 365, Active Directory, and Windows support, adept at managing Office 365 administration and ITIL frameworks. Proficient in ServiceNow, Freshservice, and Jira for efficient ticket management and service delivery. Demonstrates strong capabilities in network support, hardware troubleshooting, and security technologies including firewalls and endpoint security. Experienced in data processing, machine learning, and artificial intelligence with programming skills in Python, MATLAB, and SQL. Committed to leveraging automation tools for infrastructure planning and design to enhance organisational efficiency.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work history
IT SUPPORT Analyst
Samworth Brothers
Manchester, United Kingdom
06.2024 - 07.2025
- Documented installations, removals and testing procedures to monitor activity and performance.
- Corrected malfunctions using troubleshooting and technology expertise.
- Coordinated systems upgrades to minimize operational disruption whilst meeting deadlines.
- Advised service users on technology operation and maintenance to maximise benefits.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Carried out preventative checks and maintenance at end of customer interactions to prevent need for further support.
- Installed and removed software and hardware according to agreed timelines.
- Resolved system errors with comprehensive diagnostic tests.
- Implemented IT solutions to boost operational efficiency.
IT SERVICE DESK ANALYSIS
URBAN BUBBLE MEDIA CITY
Manchester, United Kingdom
02.2023 - 12.2023
- Utilised advanced troubleshooting to resolve system user interface issues.
- Anticipated technical infrastructure problems to minimise downtime.
- Managed personal queue, ensuring timely resolution or appropriate escalation of issues.
- Conducted preventative maintenance checks post-interaction to reduce future support needs.
- Acquired expertise across various technical disciplines, including cloud services and network management.
- Investigated and diagnosed customer technical queries with precision.
COMPANY VOLUNTEER IT TECHNICIAN
SPEC TECHNOLOGIES
Sahiwal
03.2020 - 02.2021
- Handled and resolved technical questions, communicating clearly to non-technical audiences for easy understanding.
- Troubleshot and repaired Microsoft-based operating systems, networking and IT infrastructure.
- Set up emails, phones and general hardware technical support capabilities.
- Developed knowledge-sharing methodologies, diagnostic tools and creative processes to improve enduser experience.
- Escalated complex third-line issues whilst managing employee expectations.
- Supported high volume customer requests via telephone, email and web portals with professional and first class service.
- Worked alongside service desk to provide 1st and 2nd line support to users deskside and remotely.
AI MACHINE LEARNING RESEARCH ASSISTANT
COMSATS UNIVERSITY ISLAMABAD
Sahiwal, Pakistan
01.2022 - 11.2022
- Facilitated workshops, tutorials and seminars with opportunities to stimulate students' critical thinking and analysis.
- Wrote scholarly articles, papers and books related to field of expertise.
- Prepared and delivered lectures on diverse topics related to Information Technology.
- Partnered with department faculty to elevate profile and attract more qualified students.
- Coordinated laboratory experiments for students to test in-class theories.
- Applied research to develop new operational methods and industry-specific applications.
- Directed high level research by collaborating with post graduate students and colleagues.
- Helped students explore concepts through challenging assignments and stimulating class discussions.
Education
MSC - MANAGEMENT WITH DATA ANALYTICS
BPP University
01.2023 - 03.2024
MASTERS - ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING
Comsats University
09.2020 - 02.2022
Bachelor of Science - Computer Science
COMSATS Univeristy
Pakistan 02.2016 - 01.2020
Skills
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Active Directory / Group Policy
- Windows 10/11 Support
- Remote Desktop / RDP / VPN
- Office 365 Administration
- ITIL Framework
- ServiceNow / Freshservice / Jira
- Exchange Online
- Printer Support (eg, Konica, HP)
- Hardware Troubleshooting
- Network Support (LAN/WAN, DNS/DHCP, TCP/IP)
- SCCM / Intune
- Software Installation & Configuration
- BitLocker Encryption
- Ticket Management Systems
- Mobile Device Management (MDM)
- Citrix / VMware
- Imaging & Deployment Tools (eg, MDT, PXE)
- Data Collection
- Data Processing
- Big Data Technologies
- Machine Learning
- ARTIFICIAL INTELLIGENCE
- Programming: Python
- Programming: MATLAB
- Programming: SQL
- Network troubleshooting
- Cyber essentials policies
- Automation tools and scripting
- Network configuration
- Security technologies
- Infrastructure planning and design
- Firewalls and endpoint security
- Data network technology
Timeline
IT SUPPORT Analyst
Samworth Brothers
06.2024 - 07.2025
IT SERVICE DESK ANALYSIS
URBAN BUBBLE MEDIA CITY
02.2023 - 12.2023
MSC - MANAGEMENT WITH DATA ANALYTICS
BPP University
01.2023 - 03.2024
AI MACHINE LEARNING RESEARCH ASSISTANT
COMSATS UNIVERSITY ISLAMABAD
01.2022 - 11.2022
MASTERS - ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING
Comsats University
09.2020 - 02.2022
COMPANY VOLUNTEER IT TECHNICIAN
SPEC TECHNOLOGIES
03.2020 - 02.2021
Bachelor of Science - Computer Science
COMSATS Univeristy
02.2016 - 01.2020
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