MS Windows 10, 11
Ahmed Osman
Leeds,West Yorkshire
Summary
Technically sophisticated IT professional with a solid history of effective technical support and analysis To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
IT Support Analyst
Lloyds Banking Group
09.2021 - Current
- Providing comprehensive technical support services.
- Expedited issue resolution by diligently identifying root causes and implementing appropriate corrective measures.
- Responsible for logging into the Avaya system to handle calls and support LBG users via email and MS Teams.
- Utilize LBG systems to effectively resolve business application issues including Service Now ticketing system to create and edit incidents, Azure Active Directory to check user accounts and groups, MS Azure to check PCs, laptops, licenses, logs, and elevation, deploying and installing software and other applications, Citrix, PBS, VDI, and VDS machines, TCR, VCR, Brainbox, Passbook, and MFP printers, Vodafone extensions platform, Avaya One-X and Cisco Jabber, Microsoft Exchange server 2016, devices Wi-Fi and VPN connectivity, resetting users’ global and Markets passwords, Office 2010, 2016, and 365 enterprise,
- RDP, Quick Assist, and Teams for remote access, diagnosing and resolving hardware and software issues, providing excellent Customer service, following LBG guidance and policies, hybrid working.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
IT Field Support Engineer
Cerco IT Ltd
04.2021 - 04.2022
- Worked on Cerco projects (including government sites)
- Windows Server Installation and Configuration, Active Directory and accounts permission, Network Configuration & Troubleshooting, Windows 10 Management and Troubleshooting, Windows 10 Deployment, Users and Groups – Sharing & Security, Installation of both software and hardware, Faults finding and customer’s care, Data Communications, Printer configuration.
- Improved customer satisfaction ratings by consistently delivering timely and efficient on-site technical assistance.
- Increased equipment uptime by providing swift and effective troubleshooting and maintenance support in the field.
Security Officer
Axact Security & Jannet Security
09.2018 - 04.2021
- Patrolling, securing, and monitoring the premises
- Monitoring the CCTV and ensuring it is working well and up-to-date recording
- Respond to telephone calls to take messages, answer questions and provide information
- Experience using 2 ways radio to communicate with other officers and report any unusual activities
- Ensuring that visitors are checked before and after entry and are appropriately signed in and out
- Performing regular walk-about checks outside and inside
- Performing searches using electronic wand and other metal scanners
- Updates with colleagues on swapping over shifts
- Ensuring the paperwork is kept up to date and accurate records are kept
- Managing inbound and outbound vehicles and directing them to transport locations.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
Mail Sorter
Royal Mail
08.2013 - 09.2018
- Coordinate sorting of inward and outward letters and parcels
- Bundle and label mail according to designated areas and transfer between conveyor belts, loading docks, and trolleys
- Readdress undeliverable mail bearing incomplete or incorrect addresses
- Organize mail-working areas according to sorting needs
- Load and unload wheeled trolleys from vehicles to dispatch areas
- Ensure complete compliance with all health and safety regulations
- Support and assist colleagues as needed.
- Received and sorted incoming mail, ensuring accurate delivery to intended recipients.
- Reviewed incoming mail for proper date, postage and barcode scans.
IT Assistant
Leeds City College
09.2012 - 06.2013
- Helped and supported staff members on key IT literacy projects
- Excelled as the central point of communication for staff and students; directed all problem-resolution
- Employed software suites (including Multimedia Technician) to develop innovative learning environment; optimized processes to streamline college systems and technology services
- Collaborated closely with the organizational team; attended and supported training events, workshops, and meetings.
- Collaborated with the IT team to complete large projects within strict deadlines.
IT Field Support Engineer
WIPRO ARABIA LTD.
05.2010 - 05.2011
- Utilized comprehensive knowledge of installations, configuration, and troubleshooting in operating systems including Windows 7, and application suites MS Office 2003, 2007, and 2010
- Spearheaded desktop support for 150+ users and network administrators
- Installed, troubleshot, and completed deployments at client sites; diagnosed and resolved network connectivity issues
- Delivered quick resolution of configuration issues and troubleshooting of issues in Outlook; resolved problems of Citrix and Siebel applications in Windows environment
- Resolved all user technical problems by Net meeting and Team Viewer remote access
- Installed, configured, upgraded, repaired, and troubleshot PCs, laptops, printers, and MFP
- Applied data security and implemented N/W services
- Ensured complete compliance of computer hardware with all health and safety legislation.
- Walked clients and internal staff through troubleshooting steps to resolve common software issues.
Desktop Support Engineer
NAHIL COMPUTER COMPANY
03.2006 - 05.2010
- Installed Windows XP, Vista, and Windows 7 directly or by ghost or DHCP server; installed, configured, upgraded, and repaired PCs, laptops, printers, and MFP
- Completed installation of latest service packs and patches on servers and desktops and maintained proper NTFS permissions to protect network security
- Diagnosed and resolved network (N/W) connectivity issues; fixed all problems of Citrix and Seibel applications in Windows environment
- Led swift resolution of technical problems using Net meeting, VNC, and Team Viewer remote access
- Facilitated access to files, folders, and printers; configured and maintained needed H/W devices.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
Education
Bachelor of Science -
University of Science And Technology
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Multitasking
- Excellent Communication
- Time Management
- Flexible and Adaptable
- Dependable and Responsible
Certification
- 2024 ISC2 Cybersecurity.
- 2021 Computer Systems and Networking Support Practical – Cerco IT
- 2018 MS Active Directory 2012 & 2016.
- 2016 CISCO CERTIFIED NETWORK ASSOCIATE R & S (CCNA)
- 2016 COMPTIA A+ CERTIFICATION
References
Available upon Request
Skillsandexperience
- Windows Server 2012, 2016 & MS Azure
- Active Directory, QARS & Virtual Machine
- Excellent knowledge of Cisco Routing and Switching.
- Citrix, PBS, Avaya, and VPN
- RDP, Quick Assist & TeamViewer
- Service Now Ticketing Systems
- Windows 7,10 and 11
- Ms office 2010, 2013 & 365
- PC & Laptop Troubleshooting
- Excellent Customer service skills
- Excellent communication skills
- Detail-orientated, Self-motivated, enthusiastic, and work well under pressure
Additional Information
• References Available upon Request • Full Clean UK Driving License
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimePart TimeContract WorkLocation Preference
RemoteHybridImportant To Me
Work-life balanceFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid sick leaveCareer advancementTeam Building / Company RetreatsSoftware
Office 365
VMware
Avaya One-X and Cisco Jabber
Exchange server 2016
RDP, Quick Assist, and Teams
ServiceNow
Windows Server 2012, 2016
Citrix
MS Azure
Office 2010, 2013 & 2016
System Center Configuration Manager (SCCM)
Languages
English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)
Timeline
IT Support Analyst
Lloyds Banking Group
09.2021 - Current
IT Field Support Engineer
Cerco IT Ltd
04.2021 - 04.2022
Security Officer
Axact Security & Jannet Security
09.2018 - 04.2021
Mail Sorter
Royal Mail
08.2013 - 09.2018
IT Assistant
Leeds City College
09.2012 - 06.2013
IT Field Support Engineer
WIPRO ARABIA LTD.
05.2010 - 05.2011
Desktop Support Engineer
NAHIL COMPUTER COMPANY
03.2006 - 05.2010
Bachelor of Science -
University of Science And Technology
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