Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Guuleed Nuur

Birmingham

Summary

A highly skilled and motivated 1st and 2nd Line Support Engineer with extensive experience providing technical assistance and troubleshooting solutions to system users via phone, email, and remote support tools. Proven ability to diagnose and resolve hardware, software, and network issues efficiently, ensuring minimal downtime and high user satisfaction. Adept at managing support tickets, prioritizing tasks, and delivering exceptional customer service in fast-paced environments. Known for implementing best practices that enhance system performance, streamline processes, and reduce operational costs. A quick learner with strong problem-solving skills and a passion for delivering reliable IT support.

Overview

2
2
years of professional experience
1
1
Certification
2
2
Languages

Work History

HMRC - Civil Service

Brookstreet
Birmingham
08.2024 - Current
  • Delivered exceptional customer service by managing inbound telephony calls, addressing customer inquiries related to tax accounts, and providing accurate guidance to resolve issues efficiently.
  • Utilized HMRC’s Digital Mail Service and Web Chat platforms to assist customers, ensuring a seamless and professional experience across multiple communication channels.
  • Maintained and updated HMRC systems with precision, handling sensitive customer data in compliance with data protection regulations.
  • Demonstrated strong problem-solving skills by resolving customer queries at the first point of contact, reducing the need for escalation and improving customer satisfaction.
  • Provided tailored support to customers, including individuals, clients, and businesses, by offering clear information, directing them to relevant resources, and escalating complex cases when necessary.
  • Collaborated with a remote team using Microsoft Teams, maintaining effective communication with management and colleagues to ensure consistent service delivery.

2nd Line Engineer

TCS
Birmingham
02.2024 - 07.2024
  • Provide comprehensive desktop assistance and support for the Birmingham sites and remote users, utilizing ITSM tools like remedy
  • Demonstrate strong proficiency in desktop and laptop OS environment, specializing in desktop and software troubleshooting
  • Conduct desk-side support, mobile handset support, and effectively manage desktop hardware break/fix issues
  • Handle soft break/fix and installations, in addition to printer and managed print solutions
  • Perform laptop, desktop, and phone builds and setup prior to new users
  • Identify opportunities for 1st line support improvement and meticulously document instructions for the service desk team
  • Using active Directory, modifying, and deleting users account, including resetting passwords and managing account properties such as login restrictions

1st Line Support Engineer

Property Buzzer LTD
10.2022 - 01.2024
  • Using remote control software tools to provide faults resolution and diagnosis
  • Train and supervise other support engineering staffs
  • Track, monitor and report on all help desk incident within defined customer service levels
  • Creating and administrating Microsoft exchange email accounts
  • Creating and maintaining email profile for users
  • Researched and tested design feasibility and operation of equipment, components, and systems
  • Feasibility and operation of equipment, components, and systems
  • Providing 1st line technical support, answering support queries via phone & emails
  • Recording and actioning faults as reported on PC'S, servers, laptops and mobile
  • Feasibility and operation of equipment, components, and systems
  • Providing 1st line technical support, answering support queries via phone & email

Skills

  • Troubleshooting

  • Software Installation and Configuration

  • Networking Knowledge

  • System Maintenance

  • Active directory and user management

  • Remote support tools

Certification

CompTIA Secure Infrastructure Technician, Advanced

Timeline

HMRC - Civil Service

Brookstreet
08.2024 - Current

2nd Line Engineer

TCS
02.2024 - 07.2024

1st Line Support Engineer

Property Buzzer LTD
10.2022 - 01.2024

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