Summary
Overview
Work history
Education
Skills
Languages
Timeline
Generic

Buraq Baig

Wallington,Surrey

Summary

I am an energetic, ambitious person who has developed a mature and responsible approach to any given task, or situation I am presented with. I have a proven extensive professional experience in IT and I am looking to find more experience and knowledge. I am excellent in cooperating with others to achieve a certain objective within a given time and with the necessary excellence.

Overview

18
18
years of professional experience
4
4
years of post-secondary education

Work history

IT Infrastructure Engineer

AMA UK
London, Merton
05.2018 - Current
  • Collected project information and disseminated to appropriate stakeholders.
  • Gathered requirements for ongoing projects and organised details for management use.
  • Developed proposals for clients, outlining project scope and timeline.
  • Oversaw 15 -strong team of IT personnel.
  • Directed cross-functional teams to accomplish technical aspects of projects.
  • Liaised with project managers to initiate plan and control cost for IT projects.
  • Prevented project delays through carefully considered risk and feasibility assessments.
  • Carried out diligent site surveys and research to predict and quickly resolve possible issues.
  • Monitored and maintained health and safety standards for site compliance.
  • Progressed projects through collaboration with technical leads and IT service teams.
  • Coordinated 1st line engineering teams throughout system and network maintenance.
  • Logged tickets and provided constructive correspondence until resolution.
  • Built, configured and installed hardware platforms within specified timeframes.
  • Documented support calls and resolutions for professional records.
  • Maintained up-to-date technical knowledge and certifications for compliant IT services.
  • Managed and implemented all new software, systems and solutions.
  • Provided prompt support to internal and customer-facing IT infrastructure.
  • Developed a robust patching regime for optimum server, storage, network and desktop environments.
  • Resolved technical faults across varied technologies, including servers, routers and hardware.
  • Ensuring smartphones and laptops issued to employees, staff, customers and clients meet compliances, specifications, standards and other security policies including account and data encryption for better protected use.
  • Maintaining an Asset tag database of all laptops, desktops, printers, tablets and smartphones (Android, iOS and Windows) for location and tracking purposes within the organisation, maintain inventory of equipment. This included listing and updating new and old IT equipment
  • Managing and monitoring Office 365 services and desktop support (Laptops) – troubleshoot, support and resolve issues with user access to Office 365 cloud services – administer, support and maintain Office 365 and Microsoft Exchange.
  • Using Skype for Business and Microsoft Teams to collaborate with fellow colleagues and team members to effectively provide technical support to end users, departments and the organisation as a whole.
  • SharePoint administration including troubleshooting site issues, overseeing the work of SharePoint developers, and analysing all user activity
  • Configuring access network switches and diagnosing complex routing problems to firewall changes and incident investigations, firewall and Switch installations, Switch installs including Cisco, D-Link, Netgear and other vendors.
  • Installing, configuring, and maintaining Windows-based servers such as Windows Server 2008, Windows Server 2012, Windows Server 2016 and Windows Server 2019, monitor performance to reduce interruptions and server crashes, managing user access to the servers, and maintaining the security and stability of the network.
  • Using Microsoft Azure in conjunction with Azure Active Directory (Azure AD) and ADManager Plus to monitor and troubleshoot employee login access to accounts and organisation resources such as Microsoft Office 365, Azure portal and other cloud-based applications and services.
  • Installing, configuring, maintaining, troubleshooting and supporting Cisco IP phones across various departments ensuring they are online and working, utilising Cisco Unity Connection Administration web application for administrative tasks such as assigning settings to Cisco IP phones and their users.
  • Build and install computer infrastructure; hardware, servers, and virtual machines, using VMware environments such as vSphere, configure it for production by creating user accounts, controlling access to networks, and managing storage and security settings, working with vSphere, vSAN, and other VMware products, design, install, and administer virtualization (VMware and Hyper-V) products, Regular support of VMware and windows environment by resolving the escalated tickets for the internal and external customer.
  • AD Client Services; User and group account administration, endpoint device administration, group policy object (GPO) management, active directory topology and replication management, active directory configuration management, security administration and AD reporting.
  • TCP/IP and troubleshooting Internet connectivity, TCP/IP configuration and administration of related network services such as DNS, SMTP, DHCP, etc.
  • Performing data entry work on the Domain Name Services (DNS) portal adding, deleting, and updating object records for IP management.
  • Develop & Implement a working process and to integrate DNS/DHCP with IP management solutions
  • Firewall builds; Reviewing client requirements for security systems and collaborating with fellow engineers and developers to decide overall technical approach.
  • Take 1st/2nd/3rd Line support requests and log them on the helpdesk system and proactively help resolve 1st/2nd/3rd Line tickets where required.
  • Windows Server project; installing and managing Windows Clustering and Windows Active Directory as well as assist teams with migrating projects to the cloud.
  • Building Project: Splicing Fibre Cables and deploying them safely through outlined ducts on buildings, under- or overground collabarating close with on-site personnell. Same Procedure with Cat5/5e/6/6a/7/7a cables
  • CCTV Installation and Configuration, whenever required by IT Projects, when outsorcing was a problem in rural areas.


IT Analyst

NetSupport
Peterborough, Peterborough
10.2017 - 04.2018
  • Set up new user accounts and profiles and handled password issues.
  • Reviewed existing IT systems and internal processes, collected and analysed data to identify improvement areas.
  • Drove continuous service improvement and documented procedures, policies and best practices for future reference.
  • Troubleshot and debugged IT systems for error-free functionality and end-user satisfaction.
  • Monitored LAN and WAN network systems to detect problems and performance degradation.
  • Established network environment, designing system configuration and installation, and enforcing system standards.
  • Facilitated timely resolution of complex IT issues by managing escalation to third line support teams.
  • Conferred with management to determine IT objectives leading to improved business outcomes.
  • Used log and event manager to monitor log in on reported compromised servers.
  • Enforcing network environments in LAB to detect errors against upcoming Patch Releases.
  • Worked with project teams to guarantee solutions developed met acceptance criteria.
  • Oversaw implementation process, working with programmers and vendors to stay within deadlines and budgets.

IT Service Agent

Thomas Cook
Peterborough, Peterborough
10.2016 - 10.2017
  • Answered incoming queries with up-to-date information within target timescales.
  • Delivered services to exact requirements by accurately interpreting brief.
  • Stayed updated on latest developments and changes to regulations and guidelines.
  • Adhered to approved procedures to achieve compliant project completion.
  • Quality checked uploaded client files, implemented amendments and provided linguistic feedback.
  • Revised submitted translations to increase accuracy and ensure user comprehension.
  • Delivered high-quality translation and interpretation services from German to English and vice versa, supporting clients across multiple industries.
  • Resolved service requests within target timeframes.
  • Ordered new computers and equipments to maintain active supply for department.
  • Conducted failure analysis on failed or returned devices.
  • Arranged computers, routers and printer to achieve proper workstation.
  • Oriented users to operate new software and computer equipment.
  • Evaluated hardware, mouses and keyboards to determine performance.
  • Scheduled upgrades and regular maintenance to maintain smooth workflow.
  • Documented repairs in log book to maintain accurate records.
  • Active Directory Support
  • 1000+ Applications supported across the Globe

Delivery Driver

Amazon
Leicester, Leicestershire
06.2016 - 10.2016
  • Loaded and unloaded merchandise at stores and vendor locations, working safely and efficiently to limit disruption to other road users.
  • Notified management of vehicle safety concerns and issues, enabling prompt maintenance and repair.
  • Maintained optimal vehicle driving conditions, conducting daily fuel, tyre and safety checks.
  • Contacted customers ahead of parcel drop-offs, effectively confirming and coordinating delivery times.

Delivery Driver

Pizza Hut
Leicester, Leicestershire
04.2015 - 06.2016
  • Utilised hand-held devices to capture, document and communicate proof of delivery.
  • Maximised vehicle performance by completing basic vehicle maintenance, including air pressure checks and oil changes.
  • Notified management of vehicle safety concerns and issues, enabling prompt maintenance and repair.
  • Loaded vehicles safely and efficiently, securing items to prevent damage for high-volume deliveries.
  • Selected efficient routes in compliance with delivery instructions and fuel policies, continually meeting company targets.

Administrator

DHL
Leicester, Leicestershire
03.2016 - 05.2016
  • Liaised with customers to resolve enquiries, appointment requests and billing questions.
  • Interacted with customers professionally by phone, email and in-person to deliver accurate service information.
  • Effectively managed incoming and outgoing mail to maximise office efficiency.
  • Organised physical files and digitised records to support ease of access and GDPR compliance.
  • Managed office supply inventory, performing stocktake duties and ordering additional supplies to meet staff needs.
  • Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
  • Produced and submitted expenses reports to management.


Key Account Manager

VF Northern Europe
Nottingham, Nottinghamshire
01.2015 - 12.2015
  • Drove business growth within specified sales territories through strategic and tactical solution implementation.
  • Communicated new products and services to drive customer interest and boost sales.
  • Launched digital marketing campaign and virtual engagement initiatives to increase product uptake across key accounts.
  • Employed exceptional rapport-building skills to nurture key relationships.
  • Cultivated and sustained critical partnerships with clients to support consistent satisfaction.
  • Provided first-class client services, from onboarding to daily account management.
  • Identified expansion opportunities, developing existing product ranges and increasing stockists to drive sales.
  • Collaborated with sales team to onboard and integrate new customers.
  • Maintained client records in bespoke CRM systems (JBA), ensuring streamlined data processes for maximum efficiency.
  • Translated web content including articles, blog posts and product descriptions.
  • Delivered high-quality translation and interpretation services from German to English and vice versa, supporting clients across multiple industries.
  • Provided verbal summaries of non-English documents for immediate use.
  • Quality checked uploaded client files, implemented amendments and provided linguistic feedback.

Technical Support

Bookatable
London, Sevenoaks
08.2013 - 12.2014
  • Built and maintained customer trust by maintaining ongoing communications until resolution.
  • Liaised with third-party agencies for successful resolution of complex issues.
  • Escalated complex third-line issues whilst managing employee expectations.
  • Facilitated continuity of service, documenting and tracking all issues and call transactions in Salesforce.
  • Set up emails, phones and general hardware technical support capabilities.
  • Developed knowledge-sharing methodologies, diagnostic tools and creative processes to improve end-user experience.
  • Handled and resolved technical questions, communicating clearly to non-technical audiences for easy understanding.
  • Maximised First Time Fix Rate (FTFR) by conducting thorough analysis of root causes.
  • Provided verbal summaries of non-English documents for immediate use.
  • Translated web content including articles, blog posts and product descriptions.
  • Delivered high-quality translation and interpretation services from English to German and vice versa, supporting clients across multiple industries.

German and English Technical Support Representativ

Teletech
Belfast, Northern Ireland
01.2012 - 04.2013
  • Delivered high-quality translation and interpretation services from German to English and vice versa, supporting clients across multiple industries.
  • Provided 1st line and 2nd line support for Logitech Products within agreed Servie Line Agreement (SLA)
  • Specialised in Harmony Remotes, a hardware that was at the time very much in demand. Programming Language used to configure the Remotes was in XML
  • Supported trials for new product development through maintaining communication between customers, sales and design.
  • Troubleshot operating systems, hardware and software problems to identify root causes.
  • Provided remote support for product functionality, maintenance and troubleshooting.
  • Reported incidents, risks and hazards by following set procedures.

Computer Service Team Leader in a shop Cologne, Ge

PC Professionals
Cologne, Germany
02.2008 - 12.2010
  • Led a team of 9
  • Followed opening, closing and shift changeover procedures for seamless operations.
  • Participated in safety and risk assessments and suggested hazard reduction strategies.
  • Managed accurate and timely delivery of dispatch orders to customers.
  • Mentored and equipped employees with product knowledge to improve service delivery and sales.
  • Drove team to consistently exceed critical Key Performance Indicator (KPI) targets
  • Set and monitored weekly targets for operational team to increase product sales and revenue.
  • Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
  • Fostered positive employee relationships through communication, training and coaching.
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Trained and empowered staff to resolve complaints appropriately to maintain customer satisfaction.
  • Maintained up-to-date data, records and receipts for audits and reconciliation.
  • Implemented and documented standard operating procedures to comply with audit and safety requirements.
  • Undertook regular performance reviews to identify areas for improvement.

Call Center team leader ‘Tele Vad Sales’ Bersenbru

Sparidee
Bersenbrück, Germany
03.2005 - 12.2007
  • Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
  • Fostered positive employee relationships through communication, training and coaching.
  • Led performance reviews and tailored employee feedback to facilitate professional development.
  • Resolved employee relations issues and navigated disciplinary proceedings.
  • Set and monitored weekly targets for operational team to increase product sales and revenue.
  • Drove team to consistently exceed critical Key Performance Indicator (KPI) targets

Education

Erweiterter Realschulabschluss - equal to GCSE

Gymnasium der Stadt Bersenbrueck
Bersenbrueck
09.2007 - 06.2008

Abitur - equivalent to A-Levels

Gymnasium der Stadt Frechen
Frechen
08.2008 - 04.2010

Bachelor of Science - 3D Game Development and Design

BAB Berufskolleg
Bergheim
08.2010 - 01.2012

Skills

  • Software testing
  • Cisco systems
  • Office 365
  • IT security and networking
  • IT budget and cost control
  • Cloud technologies (Azure and AWS)
  • Documentation and reporting
  • Infrastructure development and deployment
  • Active Directory
  • Network engineering
  • Microsoft Windows XP, Vista, Windows 7, Windows 8, Windows 10
  • Microsoft Office 2003 / 2007 / 2010 / 2013 / 2016 / Office 365 / Microsoft 365
  • Microsoft SharePoint
  • Active Directory (AD), ADManager Plus, GPO, GPO Management
  • Microsoft Azure
  • Azure Active Directory (Azure AD)
  • Endpoint Manager
  • Windows Autopilot (Windows Deployment)
  • MDM (Mobile Device Management)
  • Multi-Factor Authentication & Endpoint Security (Microsoft Authenticator, DUO Security)
  • Virtualization Applications and Services (Citrix Virtual Apps and Desktops, Citrix Portal, Citrix Workspace, Citrix Receiver & VMware)
  • Firewall Installation and Troubleshooting (Fortinet, SonicWall, Check Point)
  • FortiClient VPN and CheckPoint VPN
  • Skype for Business
  • Microsoft Teams
  • Cisco IP Telephony - Cisco VoIP
  • Unify IP Telephony - Unify VoIP
  • Computer Maintenance & Repair (PC’s, Laptops & Peripherals)
  • Troubleshooting Hardware and Software
  • Antivirus & Internet Security Software (Norton, McAfee, Webroot SecureAnywhere, Malwarebytes, Avast)
  • 2nd Line Support / 3rd Line Support
  • Helpdesk Analyst
  • Service Desk Analyst
  • Senior Infrastructure Engineer
  • Microsoft 365 Global Administrator
  • Creating and Installing Cat5e, Cat6, Cat6a, Cat7, Cat7a and Cat8 cables
  • Splicing and Installing Fibre Cables (SM- or MM-Fibre)
  • Industrialized Printer Installation such as Canon and HP
  • CCTV Installation and Configuration
  • CCTV multi-screen experience
  • CCTV monitoring
  • Alarm response
  • VEEAM Backup / Restore
  • Microsoft Exchange 2003/2007/2010/2013/2016/2019
  • VMWare vSphere & vCenter 6/65/67
  • Cisco Meraki Configuration and Installation

Languages

English
Fluent
Urdu
Native
German
Native
Punjabi
Fluent
French
Intermediate
Arabic
Intermediate

Timeline

IT Infrastructure Engineer

AMA UK
05.2018 - Current

IT Analyst

NetSupport
10.2017 - 04.2018

IT Service Agent

Thomas Cook
10.2016 - 10.2017

Delivery Driver

Amazon
06.2016 - 10.2016

Administrator

DHL
03.2016 - 05.2016

Delivery Driver

Pizza Hut
04.2015 - 06.2016

Key Account Manager

VF Northern Europe
01.2015 - 12.2015

Technical Support

Bookatable
08.2013 - 12.2014

German and English Technical Support Representativ

Teletech
01.2012 - 04.2013

Bachelor of Science - 3D Game Development and Design

BAB Berufskolleg
08.2010 - 01.2012

Abitur - equivalent to A-Levels

Gymnasium der Stadt Frechen
08.2008 - 04.2010

Computer Service Team Leader in a shop Cologne, Ge

PC Professionals
02.2008 - 12.2010

Erweiterter Realschulabschluss - equal to GCSE

Gymnasium der Stadt Bersenbrueck
09.2007 - 06.2008

Call Center team leader ‘Tele Vad Sales’ Bersenbru

Sparidee
03.2005 - 12.2007

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Buraq Baig