Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Fawwaz Najeeb

Croydon

Summary

Meticulous professional specialising in IT support and customer service. Possesses skills in troubleshooting, problem-solving, and technical guidance. Able to deliver high-quality service desk support, improving system efficiency and enhancing user experience. Skilled in fostering positive relationships with clients and colleagues, ensuring seamless service delivery. Currently completing cyber security course with IT Certify to improve skills and advance career.

Overview

6
6
years of professional experience
7
7
years of post-secondary education
1
1
Certification

Work History

Service Desk Analyst

Comtrex
Horley
08.2023 - 06.2024
  • Monitored help desk requests through ticketing system providing 1st and 2nd line support
  • Analyzed impact and urgency of customer issues to prioritize appropriately
  • Interacted via telephone, email and chat with customers to identify and diagnose technical issues and problems
  • Supporting POS systems for clients and assisting them to set up new devices
  • Dealing with issues with printers used throughout the restaurant
  • Dealing with programming issues via the backoffice software to perform menu updates and issues relating to printer and terminal groups
  • Adding new users to POS systems
  • Running End of Day for restaurants and assisting them in running any additional reports relating to finances and stock
  • Referred major hardware and software problems and defective products to vendors and technicians for service.

Service Desk Analyst

Frontline Managed Services
Tower Hill
01.2023 - 05.2023
  • Managed and resolved an average of 35 IT service desk queries daily via phone and email.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members
  • Engaged in user support interactions via telephone, chat, and email platforms
  • Supported users from up to 20 different Law firms using different applications
  • Referred to the Knowledge base on how to solve certain issues and referred to the firm's policy
  • Supported applications such as iManage, net docs, iTimekeep, and others that were specific to certain firms
  • Researched and identified solutions to technical problems
  • Diagnosed and troubleshot hardware, software, and network issues
  • Entered service tickets into the incident tracking system (Service Now) to facilitate faster problem identification and resolution
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Used Active Directory to change passwords, unlock accounts and add users to groups
  • Solved issues with Office 365 as well as older versions
  • Used Proxy, Goto assist and Citrix to remote onto users' PC.

Service Desk Apprentice

Wandsworth and Richmond Council
Wandsworth
01.2022 - 11.2022
  • Handled 25 inbound calls per day
  • Helped customers set up new systems, applications, and software to manage smooth workflow
  • Installed and set up applications for clients to provide programs for projects
  • Provided clear and concise step-by-step technical support to guide clients during the process
  • Responded to customer emails and calls chat regarding technical malfunctions and issues to fix remotely
  • Asked customers targeted questions throughout troubleshooting to determine smart solutions
  • Participate in in-person meetings with customers to assess and diagnose hardware problems
  • Used remote access to navigate and link to customer computers
  • Escalated software and hardware issues where necessary
  • Used Top Desk to log tickets and respond to incoming tickets coming through from self-service portal.

Trainee Accountant and Property Management

MM East LTD
Tooting
01.2020 - 10.2022
  • Reconciled all expenses and accounts, including company credit cards and expense accounts
  • Updated and maintained the company's financial and accounting records and systems
  • Prepared profit and loss reports on a monthly basis
  • Communicated with clients, landlords, tenants, and contractors to offer exceptional service in managing rental properties
  • Arranged property repairs, obtaining quotes from contractors for maintenance issues
  • Confirmed all managed properties comply with current legislation including fire and furnishings, electrical safety, HMO's and nonresident landlords
  • Managed tenancy renewals, securing necessary fees from landlords and tenants.

Printing Assistant

Creative Design
Balham
07.2018 - 04.2023
  • Responded to clients' inquiries, providing accurate quotations
  • Reliably created prints to fit client specifications and aggressive deadlines
  • Responded promptly to general inquiries from clients via e-mail and phone
  • Maintained a clean sales floor, straightening and facing merchandise for visually appealing displays
  • Managed large-scale projects and met their deadlines.

Structural Engineering

Blue Engineering
06.2021 - 10.2021
  • Production of CAD drawings
  • Preparation of calculations & specifications
  • Document management
  • Supporting the administration of projects
  • Liaising with the design team and clients
  • Ensuring outputs meet the required standards
  • Meeting agreed on deadlines
  • Contributing to providing solutions to problems
  • Working primarily in an office environment and carrying out site inspections with team leads.

Crew Member

McDonald's
Balham
01.2020 - 06.2021
  • Completed cleaning and serving tasks to high-quality standards
  • Operated ovens, fryers, and stoves safely
  • Provided high-level customer service by going the extra mile to identify and cater to customer needs
  • Learned all required tasks quickly to maximize performance
  • Contributed to team success by completing jobs quickly and accurately
  • Scanned shelves and product cases for expired stock and discarded outdated or spoiled items
  • Took orders, prepared meals and collected payments.

Kitchen Assistant / Waiter

Coffee Max
Tooting
07.2018 - 05.2021
  • Supported chefs in managing food preparation to achieve high-quality, precise plating and presentation standards
  • Cleaned and inspected food preparation areas against safe and sanitary food-handling criteria
  • Maintained cleanliness and organization of kitchen stations and storage areas
  • Coordinated team members to take, serve and clear orders accurately and promptly
  • Retained knowledge of current menu selections for accurate, reliable customer guidance
  • Seated guests quickly and coordinated timely service to minimize table wait times
  • Completed daily opening and closing checklists to maintain standards and ready dining rooms for service.

Education

Diploma of Higher Education - Level 3 Extended Diploma in Aeronautical Engineering

Kingston College
Kingston upon Thames
09.2018 - 08.2020

GCSEs -

St Joseph's College
South Norwood, Croydon
09.2013 - 08.2018

Skills

  • Problem-solving
  • Service Now
  • Software troubleshooting
  • Customer Service
  • Microsoft Office 365
  • Remote technical support
  • First line support
  • Punctual and reliable
  • Microsoft Office proficient
  • Desktop troubleshooting
  • Service level agreement understanding
  • Microsoft Active Directory
  • Hardware Troubleshooting
  • Friendly and Patient

Certification

CompTIA IT Fundamentals

Timeline

Service Desk Analyst

Comtrex
08.2023 - 06.2024

Service Desk Analyst

Frontline Managed Services
01.2023 - 05.2023

Service Desk Apprentice

Wandsworth and Richmond Council
01.2022 - 11.2022

Structural Engineering

Blue Engineering
06.2021 - 10.2021

Trainee Accountant and Property Management

MM East LTD
01.2020 - 10.2022

Crew Member

McDonald's
01.2020 - 06.2021

Diploma of Higher Education - Level 3 Extended Diploma in Aeronautical Engineering

Kingston College
09.2018 - 08.2020

Printing Assistant

Creative Design
07.2018 - 04.2023

Kitchen Assistant / Waiter

Coffee Max
07.2018 - 05.2021

GCSEs -

St Joseph's College
09.2013 - 08.2018

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Fawwaz Najeeb