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
2023.01 - 2024.06
- 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
2021.09 - 2022.11
- 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
2020.01 - 2020.04
- 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 2023.01 - 2024.06
MBA – Master of Business Administration (Level 7) - Business
Mahatma Gandhi University
Kerala 2019.06 - 2021.06
BBA – Bachelor of Business Administration (Level 6 - Business
Kerala University
India 2016.06 - 2019.06
A-Level in Computer Science (Level 3 Equivalent) - Computer Science
Kerala
India 2014.06 - 2016.03
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
2023.01 - 2024.06
MSc International Business Management ( Level 7 ) - Business
Teesside University
2023.01 - 2024.06
IT Support Desk Analyst
Wipro Ltd
2021.09 - 2022.11
Assistant Manager – Personal Loans
Bajaj Finserv
2020.01 - 2020.04
MBA – Master of Business Administration (Level 7) - Business
Mahatma Gandhi University
2019.06 - 2021.06
BBA – Bachelor of Business Administration (Level 6 - Business
Kerala University
2016.06 - 2019.06
A-Level in Computer Science (Level 3 Equivalent) - Computer Science
Kerala
2014.06 - 2016.03