Summary
Overview
Work history
Education
Skills
Timeline
Generic

Farhan Jaleel Ahmed

London

Summary

Customer-focused Service Desk Analyst with hands-on experience delivering 1st and 2nd line IT support in enterprise and public-facing environments. Proven ability to support a wide range of users with Windows 10/11, Microsoft 365, Active Directory, identity and access management, and remote support tools while meeting strict SLA targets. Experienced in incident logging, prioritisation, and resolution within ITSM systems, with strong communication skills and a professional approach to onsite support. Reliable, adaptable, and comfortable working shift patterns in fast-paced council environments.

Overview

2027
2027
years of professional experience
4040
4040
years of post-secondary education

Work history

IT Support Engineer

Warner Brothers
London
08 2025 - 03.2026

Warner Bros. Discovery – Chiswick Park, London.

  • Provided 1st & 2nd line IT support in the large enterprise media environment
  • Supported identity and access management using Okta (MFA, account provisioning, access issues)
  • Troubleshot and supported Citrix virtual desktop environments
  • Administered and supported Microsoft 365 including Outlook, Teams, OneDrive, and SharePoint
  • Resolved Outlook issues related to mail profiles, connectivity, permissions, and mailbox configuration
  • Supported collaboration tools including Slack (user access, channels, connectivity issues) and Zoom (meeting setup, audio/video troubleshooting)
  • Provided application support for CG4 Asset App.
  • Supported IT operations for Winter Olympics 2026 broadcast teams.
  • Performed user account management in Active Directory (password resets, account unlocks, group membership)
  • Diagnosed hardware, software, and network issues on Windows 10/11 devices
  • Logged, tracked, and resolved incidents using ITSM ticketing system in line with SLA targets

Desktop support engineer

TAHA IT CONSULTING LTD
london
08.2023 - 04.2025
  • Provided Level 1 and Level 2 deskside and remote support for Windows 10/11 environments.
  • Managed user accounts, groups, and permissions in Active Directory.
  • Supported and administered Exchange (on-prem and Office 365 hybrid).
  • Packaged and deployed applications to end-users; carried out User Acceptance Testing on physical and virtual platforms.
  • Performed break-fix on desktops, laptops, and peripheral devices (including printers).
  • Assisted in network infrastructure maintenance and resolved cross-domain connectivity issues.
  • Provided support for iOS and Android devices, ensuring smooth integration with corporate systems.
  • Used TeamViewer and remote desktop tools to provide off-site support.
  • Managed IT stock levels and ensured timely replacement of equipment.

Education

Postgraduate - International Business with Data Analytics

Ulster University
London

MSc Computer Science -

University of East London
London

Bachelor of Technology - Information Technology

Jawaharlal Nehru Technological University
Hyderabad / India

Skills

Operating Systems

  • Windows 10 / Windows 11
  • Windows Server
  • MacOS
  • IOS

User & System Management

  • Active Directory (users, groups, password resets, access control)
  • Group Policy (basic administration)
  • Azure AD
  • Exchange (On-Prem, Microsoft 365, Hybrid)
  • Microsoft 365 / Office 365 Administration

Identity, Security & Access

  • Okta (MFA, access provisioning, authentication issues)
  • Multi-Factor Authentication (MFA) support
  • Patch management and endpoint security
  • Antivirus and endpoint protection tools
  • BitLocker encryption

Support Tools & Platforms

  • Remote Desktop
  • TeamViewer
  • Microsoft Intune
  • SCCM
  • ServiceNow
  • VPN clients

Virtualisation & Remote Access

  • Citrix Virtual Desktop Infrastructure (VDI)

Collaboration & Communication Tools

  • Outlook, Teams, OneDrive, SharePoint
  • Slack
  • Zoom

Mobile Device Support

  • IOS devices (iPhone, iPad)
  • Android devices
  • Mobile Device Management (MDM) solutions

Networking (Basic to Intermediate)

  • TCP/IP, DNS, DHCP
  • VPN connectivity
  • Wi-Fi troubleshooting
  • Basic switch and router configuration

Application & Systems Support

  • CG4 Asset App support
  • Application deployment and troubleshooting
  • MSI packaging and Intune deployment
  • User Acceptance Testing (UAT)
  • Application updating and repackaging

Hardware & Asset Management

  • Break/fix support (laptops, desktops, printers, peripherals)
  • PC imaging and device setup
  • Stock and asset level management

Scripting & Automation

  • Basic PowerShell scripting for user and administrative tasks

Service Desk & Customer Support

  • Incident and request handling (ITSM)
  • Customer support needs assessment
  • SLA-driven troubleshooting and prioritisation

Soft Skills

  • Strong customer service and communication
  • Problem-solving and analytical thinking
  • Time management and prioritisation
  • Team collaboration in fast-paced environments

Timeline

Desktop support engineer

TAHA IT CONSULTING LTD
08.2023 - 04.2025

MSc Computer Science -

University of East London

IT Support Engineer

Warner Brothers
08 2025 - 03.2026

Postgraduate - International Business with Data Analytics

Ulster University

Bachelor of Technology - Information Technology

Jawaharlal Nehru Technological University
Farhan Jaleel Ahmed