Farid Mahdi
Summary
IT professional with 24+ years, Desktop support analyst (Investment Banking, Financial Services) with 13 years, Creative and energetic desktop support analyst within board-based experience in hardware and software, configurations and maintenance, Proven ability to successfully analyse an organizations critical support requirement, identify deficiencies and opportunities, and develop solutions for increasing reliability and improving productivity
Overview
34
34
years of professional experience
Work history
Senior technical support engineer
Luxoft \Coremont
02.2024 - Current
- Provide expert-level desktop support to Coremont’s trading and financial services teams, ensuring minimal disruption in a high-performance, low-latency environment.
- Manage and maintain enterprise desktop infrastructure, including Windows 10/11, Microsoft 365, and Azure AD.
- Deploy and support endpoint management solutions using Microsoft Intune, SCCM, and Autopilot.
- Collaborate with infrastructure, DevOps, and cybersecurity teams to enforce compliance, patching, and endpoint security policies.
- Lead hardware refresh projects and software rollouts, ensuring seamless transitions with minimal user impact.
- Create and maintain technical documentation, knowledge base articles, and user guides.
- Mentor junior engineers and provide escalation support for complex technical issues.
- Participate in on-call rotation and provide after-hours support for critical incidents.troubleshooting.
Desktop Support Analyst
Morgan Stanley
12.2010 - 06.2025
- Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service
- Cooperate with other DSS teams and 3rd parties to ensure all services are delivered within service level targets and according to best practice
- Carry out incident and change activity delivering the productivity levels expected by Desktop Operations
- Ability to work well under pressure and to tight timescales
- Assist with identifying team training and development needs, both technical and non-technical to support the Staff Dialogue and Development process.
- Manage own workload to ensure that assigned activities are completed within targets defined within SLA
- Provide technical support (software & Hardware) to Research, IBD (Investment Banking Division), GCM (Global Capital Markets) and the other, providing remote as well as desk side floor walking to support and troubleshooting software issues with a variety of applications including MS Office 2016 and Office 365, Windows 7/10 and other sector specific applications Financial Services, Market Data Support - Reuters, Bloomberg
- Working with Level 3 and BUSS team before escalations for complex technical issue and root cause analysis
- Blackberry Support including resolving issues, adding users to the BES, and activating handsets, liaising with Vodafone on warranties, insurance claims and network issues
- Regular onsite testing of PC, Phones, dealer boards, Printer, and faxes at BCP site to ensure they are all available if required
- Working with Call logging systems Service Now to handle and update calls
- Working to SLAs and providing good customer service as well as resolving a high number of incidents at first point of contact
- Working with SHREDD system for Decommissioning and Disposal of assets
- Ability to work well under pressure and to tight timescales
- Assisting colleagues with cases, offering technical support and advice as required
Computer Forensic Technician
Serious Fraud Office
05.2010 - 08.2010
- The Digital Forensic Unit (DFU) works alongside investigating teams and employs the latest digital forensic techniques for the investigation and production of evidential information obtained in electronic format.
- Recovering data from digital media who is responsible for ensuring that SFO personnel and the police gain access to material held on electronic storage devices to assist with their enquiries. Setting up and maintaining hardware particular to the forensic IT team.
- Utilising a range of hardware and software (Encase, FTK, and FTP) to produce evidential and working copies of seized computer evidence
- Maintaining exacting standards in the handing and storing of original evidence and producing witness statements when required, attending search and seizure operations (both business and residential) and assisting in the imaging of electronic data devices found during these operations, Providing recovery and analysis of mobile phone data
Support Engineer PC & PRINTER
IBM
12.2008 - 05.2010
- To deliver IBM quality repairs on star, Panasonic, Brother, OKI, Lexmark, printers in support of IBM’s internal and external customer contracts to facilitate repeat business and development by the provision of excellent service delivery, meeting or exceeding quality, time and cost requirements.
- Building and repairing computer, servers, laptops, and printers solving problem on daily basis
- Upgrading firmware, back up data and imaging, Built and implemented networks including cabling and testing, Electronic POS base unit, test and repair of retail computer hardware, Fault Diagnosis and repair of electro/mechanical equipment, Component based repair of retail equipment, Refurbishment and testing of repaired commodities, Develop expertise in allocated products
Computer Forensic Technician
UniRecovery London
07.2006 - 11.2008
- Computer Forensic and Data Recovery, retrieving lost Data from Raid, PCs Hard Drives, Repairing USB, using special repairing tools and software (File Scavenger, R-Studio, EnCase4, Office Recovery, ACR Data Recovery (DOS), Easy Recovery Professional), Working on the physical failures of component, Transferring Data, repairing corrupted files, Deleted files, Forensic investigation of hard disk, USB, Database system, Data management, Web design (HTML, FTP, Flash)
- Return repair frequency to be kept to company measurements
Hardware Engineer
QCE Computer B.V. Amsterdam
11.2004 - 05.2006
- Repair maintenance and test for HP and COMPAQ Laptops, Trouble Shooting Laptop errors, changing parts of (Memory, Screen, and Board), Run Test on laptop, make sure that machines run healthy in all aspects.
- Run regular update between colleagues. Installing printers checking its working, running full repair on all parts of the machine, I have worked with Laser and Jet Ink printers and changing parts
Hardware Engineer
Solectron Netherland B.V. Amsterdam
11.2001 - 11.2004
- Repair and maintenance of Motherboards, LCD for IBM Laptops (ThinkPad)
- PC Servers (Goede, Mohican) and Desktop (Tornado, Pacifico, Yoda)
- My responsibility including, Testing, and detecting faults on Motherboards and related parts, repairing and replacing parts on Motherboards and affected parts in the Laptop/PC/Servers
Management System (Accounting system) and IT Support Analyst
Majid Limited Company
01.1997 - 01.2000
- Provide the first line Support technical helpdesk function to users of the Company and Hardware Repair.
IT Teacher
01.1995 - 01.1997
- Worked as an IT Teacher for Technical Education School in Libya helped students in using the Computer and MS Office.
Software Programmer and Management System
The Gulf Bureau
01.1992 - 01.1995
- Programming in basic language.
Software Programmer and Management System
Oriental Import Co. Ltd
01.1991 - 01.1992
- Programming in basic language.
Education
B.Sc. Degree in Computer Science -
Al Mansour University
/1988 - /1993
Skills
- Extensive experience in the finance industry, including investment banking environments
- Proven desk-side support expertise, operating within complex infrastructures and delivering third-level technical support as part of a collaborative team
- Strong interpersonal and communication skills, with a demonstrated ability to engage with clients tactfully and diplomatically
- In-depth knowledge of ITIL Service Support and Delivery frameworks
- Proficient in using help desk and call management systems for incident tracking and resolution
- Ability to perform effectively under pressure and meet tight deadlines
- Hands-on experience with market data platforms such as Bloomberg, Reuters, Capital IQ, and Refinitiv Eikon and Factset
- Mobile device support, including iPhone and iPad
- Skilled in computer forensics and data recovery techniques
- Experienced in Active Directory administration and user account management
- Hardware troubleshooting and break-fix support for desktops, laptops, and workstations (IBM, HP, Dell)
- Printer maintenance and repair experience across multiple brands (HP, IBM, Dell, Epson, Lexmark)
Affiliations
- Football, Reading, Walking, Swimming
Languages
Arabic
Native
Dutch
Intermediate
Timeline
Senior technical support engineer
Luxoft \Coremont
02.2024 - Current
Desktop Support Analyst
Morgan Stanley
12.2010 - 06.2025
Computer Forensic Technician
Serious Fraud Office
05.2010 - 08.2010
Support Engineer PC & PRINTER
IBM
12.2008 - 05.2010
Computer Forensic Technician
UniRecovery London
07.2006 - 11.2008
Hardware Engineer
QCE Computer B.V. Amsterdam
11.2004 - 05.2006
Hardware Engineer
Solectron Netherland B.V. Amsterdam
11.2001 - 11.2004
Management System (Accounting system) and IT Support Analyst
Majid Limited Company
01.1997 - 01.2000
IT Teacher
01.1995 - 01.1997
Software Programmer and Management System
The Gulf Bureau
01.1992 - 01.1995
Software Programmer and Management System
Oriental Import Co. Ltd
01.1991 - 01.1992
B.Sc. Degree in Computer Science -
Al Mansour University
/1988 - /1993
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