Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Interested in Microsoft AI technologies
Timeline
Generic
Behzad Khan

Behzad Khan

United Kingdom

Summary

Highly self-disciplined and results-oriented IT professional with a comprehensive background in technical support, customer service, and the strategic design of tailored computer systems. Possessing a proven ability to troubleshoot complex technical challenges, diagnose specific client requirements, and implement effective IT solutions. Customer-centric and detail-oriented, with a strong commitment to understanding end-user needs and delivering meticulous, customized support. Driven by a proactive approach to professional development and a continuous pursuit of expertise in evolving IT technologies to contribute meaningfully to organizational growth.

Overview

8
8
years of professional experience

Work History

IT Operations Associate

Urban Science
Reading
01.2024 - 04.2025
  • Arrange IT equipment and inductions for new hires, ensuring a smooth onboarding experience with all IT equipment
  • Monitoring and responding to tickets raised on our ITSM tool, service manager and ensure compliance and meeting SLA’s (service level agreements)
  • Provide technical support to end users, for enterprise applications, hardware and also software issues
  • Manage user accounts, security group permissions as well as access levels
  • Maintain an inventory of hardware and software assets
  • Monitor security alerts on Microsoft defender and deal with them accordingly
  • Ensure device compliance, on Microsoft Intune and Autopilot, correcting any issues with device enrolments through looking at system logs
  • Maintain documentation of IT processes, configurations and troubleshooting procedures
  • Collaborate with team members ti leverage there skill and expertise to deliver successful projects and solutions.
  • Working with Microsoft Teams admin centre to assign user access to Teams call queues, assign team call numbers and create teams and channels.
  • Working with Exchange admin centre to assign permissions to make groups, distribution groups as well as managing these in accordance to processes in place.
  • Troubleshoot mail issues using Microsoft Exchange admin centre tools, such as message tracing.
  • Participate in projects with in the IT operations department as needed.
  • I have worked in a project to remote the MECM client on workstations across the organisation which consisted of 700 workstations across the global regions which the company is based in. To complete this I utilised powershell and intune remediating, the script I developed was designed to detect and then uninstall the MECM client from a workstation which it has been detected on. I tested this in a phased roll out in small groups and monitored this to ensure all is working, fixing any errors if there are any, then afterwards rolled out to the wider user base. This was all done successfully following the change management process.
  • Assisted the infrastructure team to upgrade the networking equipment in our Paris office, this involved me traveling to Paris on a 3 day trip to complete various tasks: disconnecting the old networking switch, labelling all network cables then installing the new network switch then collaborating with the infrastructure team to apply the configuration to it via putty and then connecting and testing all the connections are live, while doing so also tidied up the cabling. I did a detailed inventory of office equipment and also then proceeded to sort out electrical waste and the organise it neatly to be recycled. For older laptops I have removed the hard drives so the data can be safely disposed of in accordance the processes in place.
  • Work with vendors if there are any issues with office meeting room equipment with gathered information and testing and troubleshooting done.
  • Work with Dell support on issues which have been reported and require intervention, after all troubleshooting and attempts to fix the issue with hardware has been done by myself initially.
  • Working with active directory to manage user accounts, reset passwords, assign access to on-prem groups, unlock accounts if locked as well as creating security groups.

IT Service Desk Analyst

DB Schenker
Heathrow Airport
09.2019 - 12.2023
  • Creating active direcory user objects - creating new yser accounts and ensurings its in the correct AD OU (organisation unit) container e.g. by branch users are based at
  • Creating and processing new starter requests - new starter requests come in from the HR team as a new starter ticket on ServiceNow, processing through each workflow (creating office 365 profile, AD domain login, Cisco telephone account)
  • Managing the day-to-day ticket flow and distributing within the team ensuring ticket SLA’s aren’t breached
  • Taking phone calls, dealing with IT issues remotely and escalating if needed to the second or third level teams.
  • Desk side support to end users providing quality IT service and support ensursings users issues are understood and resolved in timely and professional manner
  • Cisco telephone system administration - this was done on the Cisco call manager system to create user accounts for both physical IP deskphone and softphone account for cisco jabber
  • Using the ServiceNow ITSM tool to log and deal with tickets, assign to 2nd and 3rd level teams where required as well as ensuring users are regularly updated on the progress and status of their ITSM ticket
  • IT training and induction for new staff joining the company (run through an overview of the IT systems and portals)
  • Documentation and user guide creation for end users to follow and find answers to questions where needed
  • Computer imaging and deployment of (windows 10 and 11) this was done by an image stick and installed on to new laptops being deployed to new staff joining /swaping out older laptops for new model laptops to ensure all company wide hardware is upto date and current with compliancy policies in place on Azure and company-wide
  • Provide first-level IT support to end users on various IT issues
  • Taking calls from the UK and Ireland cluster as well as calls from the EMEA, APAC and Americas regions in the organisation
  • Effectively and proactively communicate with end users and meet SLAs on all ITSM incidents, updating users on the progress of their IT tickets
  • Followed technical documentation for accurate installation, maintenance and repair work
  • Organised workspaces for employees with computers, monitors and associated cabling or equipment
  • Azure AD - Elevating Azure admin privileged role to perform admin tasks (checking Azure AD SharePoint groups, Azure Device compliance checks)
  • Office 365 supported office applications (Word, Excel, Outlook, PowerPoint) created of user accounts using SIMS (schenker Identity management system) which automatically then creates user email address, user sharedmailbox and distribution list management assigning and removing permissions via the office 365 admin supporter tool.
  • Azure Bitlocker key recovery - users who have had the issue with the laptop / desktop asking for a Bitlocker recovery key, I have elevated on Azure with the Bitlocker admin role to get the bitlocker key for end user by searching up their laptop name e.g. laptop-gw1236 and issuing this to the user via a telephone call
  • Window remote desktop servers (windows server) access to perform admin tasks with Active Directory, Freight forwarding systems like Tango OCC servers to manage printers and troubleshoot issues which affect effective business operations
  • Use of solorwinds to monitor site network performance and issues - noting issues with network performance and logging a problem ticket with IT infrastructure team and network vendor OBS and Orange to ensure timely network issue resolution
  • Lexmark printers management accross the UK and Ireland cluster - ensuring that printers are all operating and if any issues are noticed to log them with the relevant supports if not able to fix on a first level support basis - this would also include using the Lexmark managed services portal and a powerBi report which was used to connect to all printers using either the device asset tag number, IP address or serial number)
  • Citrix workspace - this was used for a Land freight system called FCL and with this I had would perform admin tasks to reset a stuck session on the citrix admin console on the server to ensure end users are able to operate and complete tasks as these issues are time critical.
  • Setting up Citrix workspace configuration for users to use FCL land freight system
  • Putty configuration for users to be able to use Air freifht system - this would include enter the server IP and configuration settings onto the the users laptop / desktop ensuring a successfull connection to services server

IT Infrastructure and Desktop Support Apprentice

Historic Royal Palaces
Hampton Court Palace, Surrey
10.2017 - 08.2019
  • Managing and logging IT Helpdesk Tickets on the Richmond Helpdesk ITSM Tool
  • Providiing first and second level support to 1000 end users accross the organisation
  • Testing softwsre/hardware equipment - new equipment being tested to ensure software currenrly in use will work on the newly deployed equipment and operating system
  • Windows 10 roll out project accross the organisation
  • Replacing and upgrading computer hardware e.g. RAM upgrades
  • Working with Apple MacOs, iPhone IOS as well as android devices setting them up for end users

Education

Apprenticeship - IT Telecoms and infrastructure

Tower hamlets
Londonn
10.2017

NVQ Level 3 - Software development

Carshalton college
Carshalton
09.2016

NVQ Level 2 - IT hardware

Carshalton college
Carshalton
09.2015

Skills

  • Adept in microsoft office
  • Intune device management
  • MS Windows System Support
  • Microsoft windows server
  • Windows 11 support
  • Windows 10 support
  • Mac and Windows knowledge
  • Communication skills
  • Problem-solving
  • Team work
  • Teamwork attitude
  • Able to prioritise workload
  • Autopilot device enrolment
  • Asset management (CMDB)
  • Microsoft Intune remediations

Languages

Urdu
Native
English
Proficient
C2

Accomplishments

    Professional Accomplishments

    - Streamlined Endpoint Management: Spearheaded and successfully executed a company-wide Intune remediation project to transition all workstations from MECM client management to a unified Microsoft Intune platform. This involved the expert utilization of PowerShell scripting and Intune configuration to ensure a seamless and efficient migration, resulting in a more cohesive and modern device management infrastructure.

    - Critical Contribution to Network Infrastructure Upgrade: Played a pivotal role in a significant network upgrade initiative for the company's Paris office. Responsibilities encompassed the meticulous physical removal of legacy networking equipment, the precise installation of new hardware including switches and network access points, and rigorous testing of network connectivity and stability to guarantee operational readiness and minimize disruption.

Interested in Microsoft AI technologies

As a highly motivated and forward-thinking IT professional dedicated to leveraging cutting-edge Microsoft AI technologies, specifically Microsoft Copilot and Copilot Studio, to revolutionize IT service delivery and elevate end-user support experiences. Eager to explore and implement the capabilities of these platforms to streamline workflows, automate routine tasks, and provide more intuitive and efficient assistance. Committed to continuous learning and applying innovative AI solutions to optimize IT operations and empower end-users.

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Timeline

IT Operations Associate

Urban Science
01.2024 - 04.2025

IT Service Desk Analyst

DB Schenker
09.2019 - 12.2023

IT Infrastructure and Desktop Support Apprentice

Historic Royal Palaces
10.2017 - 08.2019

Apprenticeship - IT Telecoms and infrastructure

Tower hamlets

NVQ Level 3 - Software development

Carshalton college

NVQ Level 2 - IT hardware

Carshalton college

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Behzad Khan