Summary
Overview
Work history
Education
Skills
Certification
Languages
References
Hobbies and Interests
Personal Details
Timeline
Generic

Hammad Khan

Manchester,UK

Summary

Experienced IT professional with a strong background in Windows 10/11 support, Office 365 administration, and Active Directory management. Proficient in Exchange Online & Hybrid support, SCCM & Intune device management, and network troubleshooting including DNS, DHCP, and TCP/IP. Skilled in VPN and remote access configuration, remote desktop support using TeamViewer and RDP, and imaging laptops/desktops for new users. Demonstrates expertise in ticketing systems such as Freshdesk, Zendesk, and ServiceNow. Adept at printer and hardware troubleshooting, password resets, account unlocks, and basic PowerShell scripting. Known for strong communication and documentation skills with a calm demeanour under pressure. ITIL v3 foundation certified with a solid understanding of the ITIL framework. Career goal includes advancing to senior IT management roles while continuing to enhance technical skills.

Diligent problem-solver with knack for identifying and resolving technical issues through analytical thinking and effective communication. Brings strong skills in troubleshooting and customer service, ensuring seamless IT operations and user satisfaction. Aims to enhance system performance and support end-users efficiently in [1st/2nd line] role.

Proactive problem-solver seeking role as IT Support Analyst. Proficient in troubleshooting technical issues and delivering exceptional customer service. Committed to optimising IT infrastructure and enhancing user experience. Experienced IT professional focusing on support and troubleshooting. Skilled in resolving technical issues and ensuring smooth IT operations through strong problem-solving abilities and in-depth knowledge of various software and hardware systems. Committed to improving user experience and system efficiency.

Overview

7
7
years of professional experience
4028
4028
years of post-secondary education
1
1
Certification

Work history

IT Support Analyst (1st/2nd Line)

Serco
Manchester
05.2024 - 06.2025
  • TUPE transferred from Capita to Serco when Capita lost a Electronic Monitoring Service contract.
  • Delivered 1st and 2nd line technical support across hardware, software, and network issues for internal users.
  • Assisted in device imaging and configuration for new and existing users.
  • Managed user accounts, permissions, and password resets via Active Directory.
  • Managed Group Policies and permissions in Active Directory.
  • Deployed software and security patches via SCCM.
  • Troubleshot and resolved Office 365, Exchange, and VPN connectivity issues.
  • Supported Office 365 administration, mail flow, and mailbox issues.
  • Maintained ticketing system with accurate logging, prioritization, and escalation procedures.
  • Provided remote support using TeamViewer and Bomgar and other Remote Desktop tools.
  • Supported printer installations and hardware maintenance tasks.
  • Troubleshot network and infrastructure issues on site.
  • Trained junior staff and documented solutions in the knowledge base.
  • Participated in knowledge base updates and team training sessions.

IT Support Analyst (1st/2nd Line)

Capita
Manchester
10.2020 - 05.2024
  • Provided 1st and 2nd line support to end users across multiple departments, resolving at the average of 30–50 tickets daily.
  • Imaged laptops and desktops for new starters and existing staff using corporate build procedures.
  • Resolved technical issues involving Windows 10/11, Office 365, and network connectivity.
  • Administered Active Directory for user creation, group membership, and password policies.
  • Supported Exchange Online and mail flow troubleshooting.
  • Used SCCM and Intune to deploy software, updates, and manage endpoints.
  • Logged, escalated, and tracked incidents in ServiceNow and Zendesk.
  • Configured VPN access and provided support for remote workers.
  • Created user guides and trained junior support staff.
  • Maintained up-to-date knowledge of new technologies for better problem resolution.
  • Optimised network performance with routine system checks.
  • Installed software updates to improve system stability.

1st Line Help Desk Technician

Contrax 365
Manchester
11.2018 - 02.2020
  • Responded to technical support queries via chat, email, and phone.
  • Provided technical assistance and problem resolution for users across various systems.
  • Trained new and existing staff members on troubleshooting techniques and system use.
  • Wrote and revised training manuals for updated hardware and software.
  • Diagnosed and resolved network, system, and hardware issues.
  • Installed or modified software remotely to resolve client issues.
  • Conducted follow-ups to ensure user satisfaction and problem resolution.
  • Gathered user feedback and analysed reports to improve service and training.
  • Used remote access tools to resolve technical problems for off-site users.
  • Identified complex IT issues to provide suitable solutions.
  • Streamlined communication between customers and technicians for smooth operations.
  • Documented all help desk interactions for record keeping purposes.
  • Responded to email messages from customers seeking help for better customer satisfaction.
  • Rectified hardware problems for efficient system operation.
  • Installed, configured, and tested hardware components, ensuring optimal system functionality.
  • Stayed updated with system information changes and updates for consistent service delivery.
  • Participated in creating an online knowledge base, aiding self-help amongst users.
  • Supported roll-out of new applications, improving organisational productivity.
  • Trained end users on new systems to increase their tech-savviness.
  • Managed user accounts, permissions and passwords, ensuring data security.
  • Prioritised help desk requests based on urgency levels; guaranteeing timely assistance.
  • Monitored system performance trends to predict possible future faults.
  • Troubleshot printers and scanners and copiers issues; facilitating uninterrupted office operations.
  • Conducted regular checks on installed systems, maintaining high performance standards.
  • Drove short-term troubleshooting and long-term improvement efforts across multiple platforms.

Education

BSc - Media Internet Technology

University of Salford
Salford

Multimedia Advanced Diploma - HND

Mancat College
Manchester
08.2012

Skills

  • Windows 10/11 Support
  • Office 365 Administration
  • Active Directory (Group Policy, User Management)
  • Exchange Online & Hybrid Support
  • SCCM & Intune Device Management
  • Network Troubleshooting (DNS, DHCP, TCP/IP)
  • VPN & Remote Access Configuration
  • Remote Desktop Support (TeamViewer, RDP)
  • Imaging laptops/desktops for new users
  • Ticketing Systems: Freshdesk, Zendesk, ServiceNow
  • Printer and Hardware Troubleshooting
  • Password Resets and Account Unlocks
  • Strong Communication & Documentation Skills
  • Basic PowerShell Scripting
  • IT ticketing systems understanding
  • Remote desktop applications
  • Calm under pressure
  • Problem-solving
  • Communication skills
  • Team building
  • VPN technologies understanding
  • VPN setup and maintenance
  • ITIL v3 foundation certified
  • ITIL framework awareness
  • Service level agreement understanding
  • Mobile device management

Certification

  • ITIL Foundation
  • CompTIA A+
  • Cisco Certified Network Associate (CCNA)

Languages

English (Fluent)
Urdu (Fluent)
Punjabi (Fluent)

References

References available upon request.

Hobbies and Interests

I have a keen interest in computing and emerging technologies. I enjoy exploring new software and understanding how it works from a technical perspective. Outside of IT, I’m passionate about sports — especially playing cricket and football. I also enjoy travelling and learning about different cultures and environments.

Personal Details

Nationality: British

Timeline

IT Support Analyst (1st/2nd Line)

Serco
05.2024 - 06.2025

IT Support Analyst (1st/2nd Line)

Capita
10.2020 - 05.2024

1st Line Help Desk Technician

Contrax 365
11.2018 - 02.2020

BSc - Media Internet Technology

University of Salford

Multimedia Advanced Diploma - HND

Mancat College

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Hammad Khan