HASSAN BERE
Paddington,london
Summary
IT Support Analyst with hands-on experience delivering 1st/2nd Line technical support in fast-paced environments. Skilled in Microsoft 365, Azure AD, Intune, and ServiceNow, with a strong track record of resolving user incidents efficiently and meeting SLA targets. Confident in troubleshooting hardware, software, and network issues while providing clear, user-focused support. Actively developing skills toward 2nd/3rd Line support and infrastructure responsibilities
Overview
2
2
years of professional experience
Work history
IT Support Engineer
Axiom Technologies
2026.02
- Installed, configured, and deployed desktops, laptops, and peripherals.
- Performed system imaging and device provisioning.
- Diagnosed and resolved hardware issues; replaced faulty components.
- Provided on-site and remote technical support within SLA.
- Maintained IT asset inventory and lifecycle tracking.
- Coordinated vendor warranty repairs and replacements.
- Assisted with basic LAN/Wi-Fi and network hardware support.
1st Line Support
GlobalNet
2024.12 - 2026.02
- Respond to user queries via calls and emails.
- Record new incidents in ServiceNow.
- Resolved support tickets within SLA.
- Assist corporate staff technically in hybrid settings.
- Create user accounts with Microsoft AD (2019/2022).
- Set up mailboxes in Microsoft Exchange and Office 365.
- Manage staff onboarding and offboarding processes.
- Configure mobile devices using Intune MDM.
- Implement VPNs and resolve connection issues.
- Fix MFA and OTP security systems.
- Establish and oversee wireless network connections.
- Solve issues with DNS, DHCP, VPN, and Wi-Fi.
- Troubleshoot and set up AV systems.
- Keep IT equipment inventory up to date.
- Conduct user training on new software.
- Apply data security and compliance protocols.
IT Support Engineer
M&M Tech Solutions Ltd
2024.05 - 2024.12
- Responding to incoming support requests.
- Assessing and diagnosing user-reported technical issues.
- Troubleshooting and resolving hardware and software issues.
- Escalating unresolved issues to high-level support teams.
- Dealing with password resets and permission issues.
- Troubleshooting office related issues including Office 365.
- Managing commissioning and decommissioning of hardware.
- Performing routine maintenance tasks including updates.
- Collaborating with team members to share knowledge.
Education
GCSEs - English, Maths, PE, IT, RE, Drama, Art
Newman Catholic College
LondonITIL Foundation v4 (Training) -
Windows Server 2022 Administration -
Microsoft Windows 11 Professional -
CompTIA A+ -
CompTIA Network+ Training Course -
Skills
- Windows 10/11, Windows Server
- macOS, iOS (MacBooks, iPads, iPhones
- Microsoft 365 (Exchange Online, Outlook)
- Azure Active Directory, Intune/MDM, MECM, and SCCM
- VPN: AnyConnect, GlobalProtect
Operating systems and devices
Microsoft Cloud
Networking and security
- DNS, DHCP, and basic networking
- Endpoint security: Sophos, McAfee
- ServiceNow (incident and request management)
- Video conferencing: Microsoft Teams, Zoom
- Remote support and user troubleshooting
- Supported laptops and MFB/MFD printers
Support and tools
Websites, Portfolios and Profiles
- https://www.linkedin.com/in/hassanbere
References
Available upon request
Hobbies and Interests
- I find great pleasure in reading, which has deepened my understanding of literature and language.
- Additionally, I have a strong passion for long-distance running and endurance sports, as they teach me to sustain a positive mindset.
Custom Section
- Good understanding of ITIL framework.
- Able to work in a team environment.
- Possess good problem solving skills.
- Ability to re-prioritise workload if required.
Timeline
IT Support Engineer
Axiom Technologies
2026.02
1st Line Support
GlobalNet
2024.12 - 2026.02
IT Support Engineer
M&M Tech Solutions Ltd
2024.05 - 2024.12
ITIL Foundation v4 (Training) -
Windows Server 2022 Administration -
Microsoft Windows 11 Professional -
CompTIA A+ -
CompTIA Network+ Training Course -
GCSEs - English, Maths, PE, IT, RE, Drama, Art
Newman Catholic College