Summary

Overview

Work history

Education

Skills

Additional Information

Additional information

Affiliations

Accomplishments

Languages

References

Timeline

Ibrar Hanif

Watford,Herts

Summary

A proactive and reliable IT professional with the ability to translate complex technical issues into clear, user-friendly solutions for stakeholders at all levels. Demonstrates strong initiative, working independently or collaboratively to deliver high-quality outcomes.

Experienced in mentoring and supporting team members, driving performance, and ensuring effective issue resolution. Builds strong working relationships through excellent communication and a customer-focused approach.

Thrives in fast-paced environments, managing competing priorities with a calm and structured approach while maintaining accuracy and high service standards.

Overview

years of professional experience

years of post-secondary education

Work history

Infrastructure Engineer - Microsoft\Citrix

US Bank

London

2014.07 - Current

Provided senior-level support for desktop environments, including On-Prem and Cloud VDI, ensuring high availability and performance for end users.
Acted as key escalation point for 2nd and 3rd line issues, resolving complex hardware, software, and system-related incidents via ServiceNow.
Led desktop and VDI image management, including build, maintenance, monthly rollouts, and UAT environment setup.
Managed OS and application patching cycles, working closely with application owners and third-party vendors to maintain system stability and security.
Monitored desktop and system health proactively, identifying and resolving issues before impacting users.
Troubleshot and resolved network and connectivity issues to ensure seamless user experience.
Delivered excellent end-user support, improving user satisfaction through timely and effective issue resolution.
Mentored service desk analysts and junior engineers, providing technical guidance and contributing to team development.
Created and maintained knowledge base articles and technical documentation to improve support efficiency and consistency.
Supported IT projects related to end-user computing, delivering within agreed timelines and scope.
Ensured compliance with ITIL processes across incident, request, and change management.
Performed software installations, upgrades, and lifecycle management, ensuring systems remained up to date and secure.
Contributed to vulnerability management by applying patches and remediating security risks across desktop environments.
Provided out-of-hours support to minimise disruption and ensure business continuity.
Assisted in design and implementation of new IT infrastructure improving efficiency.

EU Desktop Support

Elavon

2010.01 - 2026.04

Identify and Repair hardware and software problems on desktops\laptop onsite and remotely
Deploy new and rebuild existing windows desktops\laptops as required, using imaging & application deployment i.e. sccm mdt
Identify and carry out technical tasks in consultation with other IT Service members
Ensure Service Tickets are resolved or escalated within accordance of SLA agreement
Act as Senior Technical Support for Other offices i.e. London OBS and Europe/NA
Provide Support to Citrix XenApp 6.5 Farm
Supporting Mobile Device Technology such as Smart Phones\Blackberry\BYOD\Apple Technology MDM
Responsible for all Local IT needs, including local Network/Server Infrastructure
Working on various Project work and Rollouts
Address Vulnerabilities and Security risk

Directory Management (Technical Support)

Deloitte LLP

2009.10 - 2010.01

My role provides a centralised function for managing & administering all technical aspects for Deloitte UK
Looking after dedicated service lines & being the main point of contact
Communicating technical Information to less experienced or non specialist people, both verbally & in writing
Updating Technical documentation & Company procedures for Knowledge share
Ensuring company Security & Procedures are met to Company Standard Policies
Monitoring & prioritizing Support Calls & ensuring all to meet SLA Agreement
Liaising with Various different department within Deloitte to Ensure a best possible solution is provided

2nd Line Support Engineer/Technical Consultant

Mcsp Ltd

2007.09 - 2009.07

Worked within various Mcsp departments, suppliers and client sites to scope projects, design solutions, generate reports and technical documentation and deliver technical input to both Project Managers and the client for project presentations, implementations and configurations
Provided high-level technical support to clients including investigation and delivery of solutions to complex problems
Transferred knowledge to my colleagues including one-to-one mentoring and formal and informal training as appropriate to Client & staff
Provided 2nd Line support for Windows, Citrix, Operating Systems and Applications (Workflow, Mail, Web, LAN & WAN) and HP, DELL & IBM Server Hardware Support which included both Rack Mountable and Standalone infrastructures
Maintained records of all work carried out and provided updates and weekly reports on prior and planned activities
Kept up-to-date with the market place and emerging technologies which enabled me to suggest and agree with management the appropriate means to maintain and improve my own knowledge, skills and expertise, which were relevant to the company market
Visited customer sites to provide technical consultation and installations

1st/2nd Line Support Consultant

OnIT Services

2006.05 - 2007.08

An IT Service and Support providing onsite, remote and telephone support for small to medium sized businesses. I provide 1st/2nd Line technical support, development and product testing within OnIT, with the establishment and maintenance of any required technical support documentation, databases and reporting systems. It is important to maintain all systems and procedures are documented for audit and security purposes. I take it upon myself to identify persistent and/or potential problems and suggest possible solutions and implement where relevant, this minimizes downtime to the clients & enables me to focus my attention on the priority calls. I am also involved in office moves and system migrations. Also I monitor servers/Backups report on a daily basis through our server monitoring tools and we run server checks on a regular basis to ensure all servers/networks are stable & healthy.

1st/2nd Line Support

ATM Technology Management

2004.09 - 2006.04

To Provide 1st/2nd Line Support to a variety of SMB & Corporate clients. This involves logging calls into our bespoke Call Management System (Atmis), diagnosing those calls & often resolving them through to completion on the initial call. As I'm the first point of contact for the client, it is important that I ensure the client, their end users/helpdesks are kept informed & updated of the call status & progress at all time through to completion. The calls must be monitored continuously to ensure that we meet the clients contracted SLA.

Education

CCA-AD-CCP-AD Citrix Xendesktop 7 -

CCA Citrix XenApp 6.5 Administration - undefined

MCP Microsoft Windows Server 2003 - undefined

MCP Microsoft XP Professional - undefined

NVQ II PC Maintenance, Installation and Services - undefined

Business Studies-Intermediate level - undefined

West Herts College (Cassio Campus)

1999.01 - 2000.01

Maths, Business Studies, English language, English lit, Science (Double Award), Geography, Technology (Resistant Materials), French

Queens School

1994.01 - 1999.01

Microsoft AZ-900