ASAD REHMAN
ILFORD,Essex
Summary
Results-driven IT professional with expertise in ITIL framework and service level agreements, ensuring operational efficiency and strategic planning. Specialises in troubleshooting complex technical issues, configuring network infrastructure, and implementing cybersecurity measures. Experienced in enterprise resource planning, cloud computing, and Microsoft Azure, focusing on information security and data protection. Committed to optimising system performance and enhancing user training to meet SLA requirements.
Overview
28
28
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Senior technical support engineer
wavenet
London
2025.08 - Current
- Working for 2nd and 3rd level technical support for desktops and servers in Windows environment with having 3000+ clients environment.
- Devised training programmes for junior support engineers to enhance their skills.
- Implemented new protocols for ticketing system management to ensure timely responses.
- Managed critical software upgrades whilst minimising operational disruptions.
- Conducted system audits to ensure compliance with industry standards and regulations.
- Monitored network performance regularly, ensuring optimal functionality at all times.
- Resolved complex hardware issues, ensuring smooth operations for clients.
- Created detailed reports on incident patterns, aiding in proactive troubleshooting.
- Maintained updated knowledge of technology trends to improve support solutions.
- Delivered high-level tech support with emphasis on customer service excellence.
- Established consistent communication with clients for better problem resolution.
- Collaborated with product development teams, improving the durability of products.
- Provided comprehensive technical support, enhancing client satisfaction.
- Handled escalated customer concerns quickly and efficiently, maintaining high retention rates.
- Led team of engineers to increase efficiency in troubleshooting processes.
- Troubleshot operating systems, hardware and software problems to identify root causes.
Senior technical specialist
Capita
London
2017.02 - 2025.07
- Led technical team to streamline project completion.
- Piloted new technology initiatives for increased productivity.
- Improved system efficiency by implementing innovative solutions.
- Instituted preventative measures, minimising system downtime.
- Ensured network security through the implementation of rigorous protocols.
- Provided expert advice on complex IT issues for resolution.
- Solved recurring technical glitches with intensive troubleshooting.
- Established and troubleshot network and data communication systems.
- Maintained high client satisfaction levels through prompt issue resolution.
- Improved user experience with comprehensive system enhancements.
- Developed strategic plans, leading to successful project execution.
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Used [Software] to track support tickets and document actions.
- Offered technical advice to programmers and developers to help optimize designs.
- Conducted server back-up and recovery operations in line with protocols.
- Collaborated closely with stakeholders, securing buy-in on key initiatives.
- Managed complex technical projects, ensuring timely completion.
Senior technical support engineer
Central London Community Healthcare NHS Trust
London
2010.01 - 2017.01
- Installation & Configuration of H/W’s & S/W’s
- Support Clinical Applications
- Creating NT/Email Accounts
- Providing technical support to Windows NT/2000/ XP
- Configuring MDA and PDA
- Training End-User on new Applications/ Windows O/S
- Remotely troubleshoot the problem and install software via SMS
- Imaging the PC’s and configuring print queues on the printer servers.
- Creating and testing Images.
- Configure VPN
- Configure and create accounts in safeboot.
- Creating account on exchange server
- Administrator of the data server.
- Assisting users with software and hardware issues and queries.
- Troubleshoot with Peripherals e.g. printers, scanners
- Installing PC’s, laptops, printers, hubs and other peripherals on the network.
- Resolved complex hardware issues, ensuring smooth operations for clients.
- Implemented new protocols for ticketing system management to ensure timely responses.
- Delivered high-level tech support with emphasis on customer service excellence.
Technical support engineer
Phoenix Healthcare
London
2006.01 - 2006.12
- Assisted in hardware maintenance and upgrades, ensuring optimum performance levels.
- Resolved escalated technical issues promptly, ensuring minimal disruptions in operations.
- Performed routine system checks, ensuring swift detection of any malfunctioning components or systems.
- Showcased keen analytical skills whilst diagnosing complex technical problems.
L2 desktop engineer
EUROPEAN SPACE AGENCY
Netherlands
2000.01 - 2005.12
- Provided high-quality technical support, assisting up to 30 users daily.
- Troubleshot and repaired hardware problems for improved system performance.
- Troubleshot hardware and software issues to resolve bugs.
- Executed successful data backups protecting company information from loss or corruption.
- Performed routine checks on computer systems maintaining their optimal functioning.
- Administered user accounts with Active Directory Management Console, ensuring high levels of security.
- Managed servers and data to perform optimal levels.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Collaborated in planning and implementing system upgrades, enhancing operational efficiency.
- Coordinated with engineers on large-scale projects, ensuring timely project completion.
- Liaised with third-party suppliers for hardware repairs, saving company resources.
- Managed stock level of IT equipment effectively to avoid supply shortages.
- Connected to computer of client using remote link to install programmes.
- Conducted staff training on new software applications, increasing user confidence.
- Provided computer training to instruct staff regarding operations.
- Established effective communication with users to deliver excellent customer service.
- Developed technical manuals as reference materials for users' self-service troubleshooting needs.
- Fulfilled ad-hoc duties including out-of-hours support.
- Organised workspaces for employees with computer, monitors and associated cabling or equipment.
- Tested function of peripheral equipment and completed quality repairs.
Desktop Support Engineer
Global Links Ltd
London, England
1998.09 - 1999.12
- Troubleshot and repaired hardware problems for improved system performance.
- Installed and configured new desktops to meet business requirements.
- Maintained up-to-date knowledge of emerging technologies for continuous learning.
- Documented all incidents in the service desk system for transparent record keeping.
- Conducted staff training on new software applications, increasing user confidence.
- Installed malware to protect software from virus.
- Used ticket systems to answer queries and resolve desktop issues.
- Delivered reliable, high quality technical support to average of 20 users daily.
- Installed new computers throughout the office whilst providing advice on best practices for computer usage.
Education
Bachelor of Science - Electrical and Electronics Engineering
Middle East Technical University Northern Cyprus Campus
Cyprus 1993.09 - 1997.07
Skills
- Technical troubleshooting
- Network configuration
- Device troubleshooting
- Windows server administration
- Active Directory
- VLANs
- Backup management
- Data recovery
- SLA compliance
- ITIL framework
- Infrastructure support
- Cloud computing
- Cybersecurity implementation
- Information security protocols
- Virtualisation technologies
- Microsoft Azure
- Microsoft 365 admin
- Systems Analysis
- Process optimisation
- IT strategy
- Project leadership
- Cisco networking
- System performance monitoring
- User support strategies
- Technical troubleshooting
- Device troubleshooting
- Network infrastructure configuration
- Network troubleshooting
- Wireless networking
- Vmware
- Software fault diagnosing
Affiliations
- CRICKET
- COOKING
- TRAVELING
Accomplishments
Team Leader
Project Leader
Certification
CCNA
Languages
English
Fluent
Urdu
Fluent
Arabic
Beginner
Turkish
Elementary
References
References available upon request.
Timeline
Senior technical support engineer
wavenet
2025.08 - Current
Senior technical specialist
Capita
2017.02 - 2025.07
Senior technical support engineer
Central London Community Healthcare NHS Trust
2010.01 - 2017.01
Technical support engineer
Phoenix Healthcare
2006.01 - 2006.12
L2 desktop engineer
EUROPEAN SPACE AGENCY
2000.01 - 2005.12
Desktop Support Engineer
Global Links Ltd
1998.09 - 1999.12
Bachelor of Science - Electrical and Electronics Engineering
Middle East Technical University Northern Cyprus Campus
1993.09 - 1997.07