Daniyal Ditta

A member of a small service desk team working with over 400 users worldwide providing first/ second line support working with SLA’s to a high standard, providing out of hours services and carrying out daily checks. Using a ticketing system and telephone system I provided first and second line support as well as training less experienced members of the team.

Using MS programs such as:

• MS admin and exchange providing support to an ever changing/growing business
• Creating accounts on AD/Creating emails and forwarding to ticketing systems and building laptops/ PC’s for new users as well as conducting inductions.
• I use my problem-solving skills to fault find and rectify issues to then create solutions for members of the team.
• Set up new joiners conducting 1 to 1 inductions assisting with the setup of there device both mobile phone and Laptop upon first day..
• Assisted infrastructure migrating 400 plus users on to a new domain by conducting tests to make the transition between domains seamless, for example an old email exchange was not compatible with the new domain.
• Provided both on site and remote support to users across the world on different domains.
• Integrating teams onto new software by preparing accounts and holding helpful meetings via teams to explain how the application works as well as providing aftercare and support.
• Replacing old/ unusable kit such as laptop headsets, mobile phones.

I have worked as a Infrastructure technician apprentice at Byron primary school for 18months under my ICT manager and infrastructure engineer my role at the school was both hardware and software.

This could be from dealing with:

• Laptops and IPads to updating and downloading the appropriate software on each device within the school.

I also deal with networking within the schools and have Microsoft certified certificates for:

• Networking Fundamentals,
• Server
• Mobility Devices.

I have 18months experience with

• Windows 10 and windows 7
• Office 365(and applications within)
• Active Directory
• Some little experience with Hyper-V
• MDM Meraki
• Sophos,
• Applying cable management
• Setting up of computers or laptops(Imaging)

I was a professional calling operative, ringing people on a day to day bases doing surveys for other companies and getting feedback for the company paying us to do the survey.

• I acted as first point of contact for customer issues and queries.
• I maintained accurate knowledge of current services to provide informative customer advice.
• Answered customer queries daily via inbound calls, emails and live chats.
• Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
• Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.