AMEEN THAKOR
London
Summary
Experienced IT professional with significant proficiency in incident, change, and problem management, demonstrating excellence in stakeholder and project management. while leveraging capabilities in Microsoft Azure, Active Directory and Halo ITSM to promote operational excellence.
Offering strong problem-solving abilities, a knack for technical troubleshooting, whilst being a fast learner. Knowledgeable about customer service, communication, and teamwork from previous roles. Ready to use and develop skills in IT support, technical and network troubleshooting, and customer service in the Infrastructure Officer role.
Overview
5
5
years of professional experience
14
14
years of post-secondary education
Work history
IT support officer
Medical Aid for Palestinians
London
03.2024 - Current
- Delivered comprehensive IT support to a diverse team of professionals, based in the UK, Gaza, West Bank, Lebanon and Egypt, to ensure smooth operations.
- Contributed towards the implementation of the Halo ITSM.
- Resolved complex technical issues by utilising diagnostic tools and troubleshooting techniques.
- Played a key role in the upgrading of laptops in the West Bank, Egypt and Lebanon.
- Implemented changes to the laptop build to enhance user experience.
- Performed root cause analysis on recurring problems and identified potential areas for improvement.
- Liaised effectively with external vendors for timely resolution of hardware-related issues.
- Built and maintained customer trust by maintaining ongoing communications until resolution.
- Maintained quality control by defining and documenting operating procedures.
- Installed new software for users and monitored version and patch update requirements.
Islamic Studies Teacher
East End Islamic Centre
London
10.2022 - 03.2023
- Volunteering two hours each weekday evening to teach Islamic studies to a diverse class of approximately 15 students aged 12 to 15.
- Responsible for looking after IT aspects of the institution.
- Responsible for the administration of accounts and devices through Microsoft Admin Center and Microsoft Entra ID (formerly Azure Active Directory).
- Managing the provision of licences to users.
- Created and administered comprehensive exam papers.
- Created new spreadsheets for recording student exam data and attendance data.
- Transformed how yearly overview documents are created, by creating a new spreadsheet with a custom built dynamic calendar.
- Actively participated in event organization, including Funday Sunday.
- Maintained meticulous records of pupils' learning progress, offering constructive feedback for optimal results.
- Assessed student progress, identified areas for improvement, and implemented tailored strategies to enhance assessable skills.
- Participated in parent-teacher meetings to discuss student performance and concerns.
- Contributed to team meetings for continuous internal practice assessment and improvement.
- Successfully managed the transition to online learning during the pandemic, conducting classes on Zoom.
- Introduced a football league for student engagement.
Applications Support Analyst
Blick Rothenberg
London
10.2021 - 10.2022
- Providing support for multiple financial-based applications as part of a team of 5.
- Responsible for managing service requests and incidents as well as assigning the tickets to the correct individuals.
- Tracked tickets with detailed documentation and timely resolution.
- Ensured that 99% of tickets were resolved within SLA.
- Managed the IT setups of 100s of clients in multiple systems.
- Used agile methodologies and kanban to complete tasks.
IT Apprentice
GlaxoSmithKline
Stevenage
09.2020 - 08.2022
- Working within a team of roughly 20 members, as a 3rd line support member, supporting roughly 10000 users based around the globe.
- Resolved incidents in a timely manner, using BMC Remedy and ServiceNow to meticulously track them.
- Raised over 250 change controls using BMC Pandora, and later ServiceNow.
- Improved and streamlined the process of onboarding new users through interviewing stakeholders and updating documentation.
- Achieved a Silver Award for supporting the onboarding of a major third party.
- Led multiple projects to migrate mission critical applications to a new platform, from Windows Server 2008R2 to Windows 2016.
- Achieved a Bronze Award for resolving technical issues a major third party was experiencing.
- Played a key role in the migration of all Citrix users to a newer version of the Windows Server operating system, through the creation of documentation and providing direct support to stakeholders.
- Led training sessions for the 2nd line support team to increase their understanding of Windows Server, Citrix and Ivanti Endpoint Management.
- Participated in Agile methodology training, whilst using Kanban and contributed to daily standup meetings as part of scrum.
- Created and maintained virtual machines through VMware vSphere.
- Spearheaded the resolution effort of major incidents.
- Introduced and maintained the Adobe Acrobat suite in the Windows Server 2016 remote desktop.
- Improved first-level resolution of tickets by roughly 20% and thereafter presented the outcomes of this project to senior management.
- Ensured that team met compliance requirements for licensing and industry standards.
- Refreshed documentation to bring it up to date.
Education
BSc (Honours) - Computing and IT Practice
Open University
10.2022 - 12.2023
Foundation Degree - Computing and IT Practice
Open University
10.2017 - 07.2021
NVQ Level 4 - Professional Competence for IT and Telecoms Professionals
GK Apprenticeships
09.2017 - 04.2020
3 A-Levels - Grades A–D
Newham Collegiate Sixth Form
09.2015 - 08.2017
11 GCSEs - Grades A–B
Rokeby School
09.2010 - 08.2015
Skills
- Communication
- Incident management
- Change management
- Problem management
- Stakeholder management
- Citrix Virtual Apps and Desktops
- Licence management
- Identity and Access management
- Windows Server
- Ivanti Endpoint Management
- Adobe Acrobat
- Windows Registry
- Active Directory
- Microsoft Azure
- Project management
- VMware vSphere
- Halo
- Agile
- Scrum
- Remote Desktop Services
Projects
Building Student Management System, 03/2023 - 10/2023 Open University, As part of my final module at university, I had to create a technical product and manage the project from start to end. Hence, I decided to create a student management system. I built a REST API with CRUD (Create, Read, Update, Delete) operations using JavaScript, Mongoose and MongoDB for data storage. I then used HTML, CSS and JavaScript to build the students' overview page, which showed all students and their details, as well as a sidebar menu., Mosque Website Redesign, 01/2023 - Present East End Islamic Centre, I have been heavily involved in the redesign of a new website for my local mosque. I have provided insight into design decisions as well as functionality required within the website. I brought a new, more user-friendly domain and then set it up so that we are now able to use professional emails.
Timeline
IT support officer
Medical Aid for Palestinians
03.2024 - Current
Islamic Studies Teacher
East End Islamic Centre
10.2022 - 03.2023
BSc (Honours) - Computing and IT Practice
Open University
10.2022 - 12.2023
Applications Support Analyst
Blick Rothenberg
10.2021 - 10.2022
IT Apprentice
GlaxoSmithKline
09.2020 - 08.2022
Foundation Degree - Computing and IT Practice
Open University
10.2017 - 07.2021
NVQ Level 4 - Professional Competence for IT and Telecoms Professionals
GK Apprenticeships
09.2017 - 04.2020
3 A-Levels - Grades A–D
Newham Collegiate Sixth Form
09.2015 - 08.2017
11 GCSEs - Grades A–B
Rokeby School
09.2010 - 08.2015
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