Ashik Muhammad Shihabudeen
Durham,Durham
Summary
Dedicated IT professional with expertise in 1st and 2nd Line Technical Support, specialising in Windows OS and Office 365. Demonstrates excellent customer service and communication skills, effectively managing incidents through the ITIL framework. Proficient in remote support, installation, and configuration of ICT equipment, with a strong focus on incident management and problem resolution. Committed to enhancing operational efficiency through strategic change management.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Office Coordinator / Customer Support
Grainger Apartments
Newcastle upon Tyne, Tyne and wear
01.2023 - 06.2024
- Acted as the primary point of contact for customer queries and service issues across the property portfolio.
- Managed communications via email, phone, and in-person, maintaining a professional customer-focused approach.
IT Support Desk Analyst
Wipro Ltd
Cochin, kerala
09.2021 - 11.2022
- Delivered 1st and 2nd line technical support for over 300 users via phone, email, and ticketing system
- Diagnosed and resolved hardware, software, and network-related issues in Windows-based environments.
- Managed user accounts, access permissions, and device configurations using Active Directory and SCCM.
- Provided remote support and device imaging using MDM tools and followed ITIL best practices.
- Maintained accurate service records and escalated unresolved incidents to appropriate teams.
Assistant Manager – Personal Loans
Bajaj Finserv
Trivandrum, Kerala
01.2020 - 04.2020
- Coordinated internal audits and compliance reporting.
- Trained team members on process updates and regulatory requirements.
Education
MSc International Business Management ( Level 7 ) - Business
Teesside University
Middlesbrough 01.2023 - 06.2024
MBA – Master of Business Administration (Level 7) - Business
Mahatma Gandhi University
Kerala 06.2019 - 06.2021
BBA – Bachelor of Business Administration (Level 6 - Business
Kerala University
India 06.2016 - 06.2019
A-Level in Computer Science (Level 3 Equivalent) - Computer Science
Kerala
India 06.2014 - 03.2016
Skills
- 1st & 2nd Line Technical Support Windows OS / Office 365
- Excellent Customer Service & Communication
- Incident Management
- Remote Support
- Installation & Configuration of ICT Equipment
- ITIL Framework (Incident, Problem, Change Management)
Languages
English
Fluent
Hindi
Fluent
Malayalam
Fluent
Tamil
Fluent
Certification
- MS Office
- ITIL foundation - Preparing
Affiliations
- Learning
- Photography
- content genarating
Timeline
Office Coordinator / Customer Support
Grainger Apartments
01.2023 - 06.2024
MSc International Business Management ( Level 7 ) - Business
Teesside University
01.2023 - 06.2024
IT Support Desk Analyst
Wipro Ltd
09.2021 - 11.2022
Assistant Manager – Personal Loans
Bajaj Finserv
01.2020 - 04.2020
MBA – Master of Business Administration (Level 7) - Business
Mahatma Gandhi University
06.2019 - 06.2021
BBA – Bachelor of Business Administration (Level 6 - Business
Kerala University
06.2016 - 06.2019
A-Level in Computer Science (Level 3 Equivalent) - Computer Science
Kerala
06.2014 - 03.2016
Similar Profiles
Danielle MadgeDanielle Madge
Senior Manager, Director, Customer Enablement, Consulting Services at Grainger Canada | “Formally Acklands Grainger”Senior Manager, Director, Customer Enablement, Consulting Services at Grainger Canada | “Formally Acklands Grainger”
Francisco HernandezFrancisco Hernandez
Warehouse Specialist at Grainger Branch 604, Grainger DC 934Warehouse Specialist at Grainger Branch 604, Grainger DC 934
Bineet KalraBineet Kalra
Leasing Co-ordinator at Werkliv/ University Apartments/ WESTER-LAND ApartmentsLeasing Co-ordinator at Werkliv/ University Apartments/ WESTER-LAND Apartments
SIMBIAT TOWOLAWISIMBIAT TOWOLAWI
Health care assistant at TOMADORT,NigeriaHealth care assistant at TOMADORT,Nigeria
ROSS MCGUIREROSS MCGUIRE
Warehouse Operative at Mission FoodsWarehouse Operative at Mission Foods