Amir Khan
London
Summary
VIP IT Support Engineer with extensive experience providing high-level support to senior stakeholders and executives in London’s legal, insurance, and financial sectors. Expertise in desktop support, Windows 10/11, Microsoft 365, Intune, and identity/security troubleshooting with Microsoft Entra ID. Strong knowledge of legal technologies including iManage and InTapp, along with identity governance and Zero Trust endpoint management. Recognized for delivering calm and efficient service during critical legal proceedings and executive meetings.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work history
Senior IT Support Engineer
Telana / Blackstone Chambers
London
08.2024 - 12.2025
- Provided VIP support to over 40 barristers, KCs, clerks, and chambers staff.
- Delivered workflow support for iManage, InTapp, BigHand, and chambers-specific applications.
- Executed Windows 11 migrations, Intune onboarding, Autopilot deployments, and compliance remediation.
- Resolved identity access issues, including MFA challenges and Conditional Access failures.
- Supported over 50 AV and meeting rooms for court hearings and urgent case preparations.
- Managed JML processes, asset builds, MFA onboarding, CMDB updates, and device lifecycle tasks.
IT Desktop VIP Support Lead
AVEVA
London
11.2023 - 07.2024
- Delivered white-glove IT support to Board members and senior leadership, ensuring seamless productivity.
- Provided advanced technical support across Windows 10/11, macOS, and cloud collaboration tools, minimising downtime.
- Coordinated end-to-end preparations for executive meetings and critical workshops, including AV setup and network readiness.
- Troubleshot VIP-level incidents, resolving connectivity, VPN, and Outlook issues efficiently.
- Collaborated with Network and Security teams to escalate high-impact problems affecting executive users.
- Conducted proactive checks on meeting rooms and AV equipment to ensure optimal functionality before use.
- Logged all tickets and resolutions in ServiceNow, achieving full SLA compliance and stakeholder satisfaction.
- Generated process improvement recommendations to address recurring issues impacting leadership productivity.
PrinterLogic Migration Engineer
Digital Realty via HAYS Technology
London
04.2023 - 11.2023
- Successfully delivered specialist technical support for global PrinterLogic rollout, replacing legacy print servers.
- Conducted end-to-end migration activities, including print queue mapping and driver validation across hybrid environments.
- Supported deployment of PrinterLogic agents via Microsoft Intune, facilitating smooth rollout for distributed user groups.
- Troubleshot complex issues such as print spooler failures and network printing conflicts to restore functionality.
- Collaborated with global IT teams to ensure effective migration sequencing and minimise business disruption.
- Performed remote support for printer outages and device onboarding across EMEA, APAC, and North America.
- Created and updated technical documentation, SOPs, and user guides, enhancing project consistency.
- Delivered user communications and training material to aid transition to new print management platform.
IT Support Team Lead
Product Madness
London
05.2022 - 03.2023
- Led development of distributed EMEA Support Team, ensuring consistent service delivery across regions.
- Acted as primary escalation point for high-priority L1/L2 incidents, coordinating workflows and resource allocation.
- Managed ticket queues and workloads across multiple time zones, maintaining service standards.
- Provided hands-on support for Windows, macOS, M365, MFA/SSO, VPN, and networking issues.
- Drove ISO27001-aligned support processes to ensure governance and incident control.
- Analysed support trends to implement improvements, reducing repeat incidents and enhancing efficiency.
- Collaborated with Infrastructure, DevOps, Security, and Engineering teams to resolve persistent issues.
IT Service Desk Team Lead
Lloyd’s of London Insurance
London
05.2021 - 04.2022
- Led 1st and 2nd Line IT Service Desk team, ensuring high-quality service delivery for Lloyd’s Group Technology.
- Managed daily operations, including workload allocation, shift planning, and prioritisation of high-impact incidents.
- Served as primary escalation point for complex technical issues, coordinating rapid resolutions across multiple teams.
- Delivered coaching and mentoring for Service Desk Analysts, enhancing technical capabilities and customer service performance.
- Oversaw onboarding and training of new analysts to ensure compliance with Lloyd’s IT standards.
- Conducted SLA, KPI, and trend analysis reporting to identify bottlenecks and areas for operational improvement.
- Implemented process enhancements aligned with ITIL and ISO27001 frameworks to improve incident handling.
- Ensured consistent communication among teams and stakeholders, maintaining a positive reputation for Service Desk.
IT Support Analyst
Cognizant
01.2020 - 01.2021
IT Technology Analyst
Daily Mail Group
01.2019 - 01.2020
IT Support Team Lead
First Quantum Minerals
01.2018 - 01.2019
IT Support Analyst
AXA Art Insurance
01.2017 - 01.2018
Technical Specialist
Apple
01.2017 - 01.2018
- Part-Time
Service Desk Analyst
BMI Research
01.2015 - 01.2018
IT Support Analyst
Mills & Reeve LLP
01.2017 - 01.2017
IT Helpdesk Analyst
Bates Wells LLP
01.2015 - 01.2016
IT Support Analyst
Haysmacintyre
01.2015 - 01.2016
Helpdesk Analyst
Canary Wharf Group
01.2014 - 01.2015
IT Analyst
Linklaters via Allied Worldwide
London
01.2013 - 01.2014
Education
Information Technology
Marlborough College of Business & Technology
London 01.2006 - 01.2007
Skills
- Microsoft Entra ID administration
- Multi-factor authentication management
- Conditional access strategies
- Privileged identity management
- Hybrid join and AAD Connect
- Document management systems
- Time and conflicts management
- Dictation workflow optimization
- Smartcard and court support
- Microsoft Outlook and Teams proficiency
- Mailbox permissions and Teams Rooms support
- OneDrive sync and recovery
- RSA SecurID administration
- Okta administration and SSO support
- Mimecast administration and troubleshooting
- ServiceNow expertise
- Jira project management
- Remedy ticketing system knowledge
- macOS management with JAMF
- Mobile device management solutions
- VPN configuration and troubleshooting
- Networking fundamentals (DNS, DHCP)
- Wi-Fi authentication troubleshooting
- Printer networking solutions
- ITIL practices knowledge
Websites
Languages
English
Native
Bengali
Fluent
Certification
Microsoft / Cloud
- Microsoft Azure Fundamentals: Cloud Computing
Skillsoft | Issued Nov 2024 | Credential ID: 121787040
Skillsoft — Multiple modules completed across 2024, including:
- Wireless Networking & Services (ID: 121788070, Nov 2024)
- Mobile Device Accessories & Network Connectivity (ID: 114193393, Sep 2024)
- Client-Side Virtualization (ID: 112958534, Aug 2024)
- Installing Hardware & Display Components (ID: 112353562, Aug 2024)
- Networking Fundamentals (ID: 112946737, Aug 2024)
- Power Supplies (ID: 112942886, Aug 2024)
Skillsoft — Completed all core learning modules:
- Introduction to ITIL 4 (ID: 112335502)
- Key Concepts of Service Management (ID: 112335962)
- Four Dimensions of Service Management (ID: 112352612)
- The Service Value System & Guiding Principles (ID: 112340874)
- The Service Value Chain & General Management Practices (ID: 112342191)
- Release, Service Level & Availability Management (ID: 112339069)
- Service Desk, IT Asset, Configuration & Change Control Management (ID: 112344569)
- Event, Incident & Problem Management
Skillsoft | Issued Aug 2024 | ID: 112280542
Timeline
Senior IT Support Engineer
Telana / Blackstone Chambers
08.2024 - 12.2025
IT Desktop VIP Support Lead
AVEVA
11.2023 - 07.2024
PrinterLogic Migration Engineer
Digital Realty via HAYS Technology
04.2023 - 11.2023
IT Support Team Lead
Product Madness
05.2022 - 03.2023
IT Service Desk Team Lead
Lloyd’s of London Insurance
05.2021 - 04.2022
IT Support Analyst
Cognizant
01.2020 - 01.2021
IT Technology Analyst
Daily Mail Group
01.2019 - 01.2020
IT Support Team Lead
First Quantum Minerals
01.2018 - 01.2019
IT Support Analyst
AXA Art Insurance
01.2017 - 01.2018
Technical Specialist
Apple
01.2017 - 01.2018
IT Support Analyst
Mills & Reeve LLP
01.2017 - 01.2017
Service Desk Analyst
BMI Research
01.2015 - 01.2018
IT Helpdesk Analyst
Bates Wells LLP
01.2015 - 01.2016
IT Support Analyst
Haysmacintyre
01.2015 - 01.2016
Helpdesk Analyst
Canary Wharf Group
01.2014 - 01.2015
IT Analyst
Linklaters via Allied Worldwide
01.2013 - 01.2014
Information Technology
Marlborough College of Business & Technology
01.2006 - 01.2007