Summary
Overview
Work history
Education
Skills
Languages
References
HOBBIES AND INTERESTS
Timeline
Generic

Farhan Mahmood

Rochdale,Lancashire

Summary

Motivated IT Graduate with a Strong Foundation in Information Technology and Data Analysis. Detail-oriented and analytical IT graduate with a robust understanding of technical solutions and data management. Known for combining logical thinking with creative problem-solving to develop and implement innovative IT strategies. Proven experience in customer service enhances ability to communicate effectively with non-technical audiences, ensuring prompt and clear resolutions. Skilled in a variety of software systems and excels in workload management through strategic planning and prioritisation, consistently meeting deadlines. A collaborative team player with strong communication skills who can foster productive teamwork and drive project success. Currently seeking an IT-based, analytical role to leverage existing strengths and expand technical expertise.

Overview

4
4
years of professional experience
8
8
years of post-secondary education

Work history

IT service desk analyst

Agilisys
Rochdale, United Kingdom
11.2024 - Current
  • Delivered first-line technical support via phone, email, and ticketing system while achieving excellent AHT and FTF metrics.
  • Provided efficient troubleshooting for hardware, software, network, and user account issues in Windows and Microsoft 365 environments.
  • Logged and triaged incidents accurately using ITSM tools, ensuring SLA compliance and appropriate escalation.
  • Handled inbound calls with professionalism and empathy, resolving user issues on first contact when possible.
  • Provided user support and troubleshooting across Microsoft Office Applications (Excel, Outlook, Word, Teams), assisting with formatting, functionality issues, and day-to-day usage queries.
  • Maintained current knowledge of IT policies and procedures to enhance support quality and speed.
  • Collaborated with second-line teams to ensure effective handovers and continuous service improvement.
  • Recognised for strong communication skills and technical aptitude when managing high-impact incidents.

Warehouse Operator

McCormick & Company
Littleborough, United Kingdom
08.2021 - 03.2024
  • Picked, packed and dispatched high-volume orders, consistently exceeding warehouse performance targets, whilst conducting quality assessments.
  • Scanned, sorted and diverted packages in order to carry out picking and packing responsibilities in line with accuracy targets.
  • Worked well under pressure with a team on fast-paced production line, often advising and supporting others for greater efficiency.
  • Was benefited by my focused, dedicated work ethic which allowed me to see physically challenging and sometimes mentally tedious tasks to completion, on a regular basis.

Education

BTECS -

Rochdale Sixth Form College
09.2019 - 05.2021

GCSES -

Falinge Park High School
09.2015 - 07.2019

Bachelor of Science - Information Technology (SW)

University of Huddersfield
West Yorkshire, England
09.2021 - 05.2024

Skills

  • JavaScript
  • Html, css basic coding
  • Helpdesk experience
  • Network monitoring tools
  • Ticketing system proficiency
  • SQL Database
  • Visual Studio Code
  • Cisco Packet Tracer
  • Microsoft Office
  • PHP
  • Data Entry and Analysis
  • Cybersecurity Management
  • Team Leadership and Coordination
  • Problem Analysis and Critical Evaluation
  • Effective Communication Skills
  • Microsoft Active Directory
  • Microsoft azure platform
  • Remote desktop applications

Languages

English
Native
Urdu
Native
Punjabi
Upper intermediate

References

References available upon request.

HOBBIES AND INTERESTS

  • Building and Customising PCs
  • Competitive Gaming
  • Competitive Football for Local Team
  • Cooking and Recipe Creation
  • Boxing

Timeline

IT service desk analyst

Agilisys
11.2024 - Current

Bachelor of Science - Information Technology (SW)

University of Huddersfield
09.2021 - 05.2024

Warehouse Operator

McCormick & Company
08.2021 - 03.2024

BTECS -

Rochdale Sixth Form College
09.2019 - 05.2021

GCSES -

Falinge Park High School
09.2015 - 07.2019
Farhan Mahmood