Ali Gul
London,Hackney
Summary
Experienced Mac & Windows Support Specialist with a proven track record in deploying devices and providing executive support. Adept at device management, troubleshooting, and customer-centric technical support. Successfully led Windows 11 deployment projects for multiple organisations, including Quranted Network and Emeria Real Estate, managing over 300 laptops across 40 offices. Skilled in cloud service integration, system imaging, IT security, and network administration. Demonstrated expertise in application deployment using Intune and Exchange administration. Career goal: to leverage extensive technical support experience to drive innovation and efficiency in IT operations management.
Overview
11
11
years of professional experience
Work History
Technical Support Engineer
Wavenet
London
08.2025 - Current
- Assisted with escalations from 1st line support for issues needing further technical investigation.
- Resolved escalated incidents related to Windows 11, macOS, Office 365, and network connectivity.
- Supported device deployments, Autopilot, and MDM policies such as Intune.
- Diagnosed hardware issues and coordinated repairs or replacements for AP switches.
- Maintained documentation and contributed to knowledge base articles.
- Administered Azure AD accounts, MFA, conditional access, and group-based settings.
- Configured and installed AV units.
- Ensured Teams, Outlook, and presentation tools functioned smoothly.
- Managed Microsoft 365 and SharePoint administration.
Desktop Support Specialist-Infastractor
Flexera
Bracknell
03.2025 - 05.2025
- Windows 10, Windows 11, and macOS build and support.
- Granting application access on ARS provides users with seamless access to tools for Flexera employees.
- MFA, SSO, and RBAC access.
- IT ticketing systems, Fresh Service ticketing.
- Implemented a new onboarding process using Microsoft Lists.
- Address network and connectivity challenges, including Wi-Fi, VPN, and other related on-site issues.
- Monitor system performance and implement optimisations for speed, reliability, and efficiency.
- MAM, MDM, and BYOD configuration.
- Entra ID, Azure Active Directory.
- Hyper-V support.
- Develop and maintain clear technical documentation and knowledge base articles for common issues.
- Access to OneDrive and SharePoint files.
- Create Teams, Outlook, and room accounts with AV support.
Mac & Windows Support Specialist
LTImindtree
London
12.2024 - 02.2025
- Mac & Windows 11 Deployment of over 600 devices in a team of 4, JAMF, Windows Autopilot.
- I specialise in delivering top-tier technical support for both Windows and macOS environments, focusing on white-glove service, troubleshooting, and device management.
- My customer-centric approach ensures that I understand and address the unique needs of each client, guaranteeing satisfaction, and fostering strong, lasting relationships.
3rd line support
Quranted Network, Emeria Real Estate
London UK
12.2023 - 06.2024
- Deployment of Windows 11 across 40 offices in central London for over 700 laptops.
- Led a project to migrate users’ accounts from Google Workspace to M365, migrating data.
- Citrix administration.
- Exchange Online administration.
- Utilised Exchange message tracing and mail flow tools to troubleshoot email issues.
- Network discovery, fault finding, cable patching, and installing Cisco APs and unmanaged Netgear 48-port switches.
- Intune device management and MSI application deployment.
- Remote support, diagnosis, and troubleshooting of Win365 applications.
- Fix and diagnose hardware failures.
- Service delivery and team management for a team of five across London.
- Delivered 1st, 2nd and 3rd line support for continuously growing staff.
- Provided reliable 3rd line support, covering Windows,VMware, LAN and WAN.
Technical Support Engineer
Transparity MSP
London
11.2021 - 07.2023
- End-user on-site and remote support.
- Deployed AVD desktop.
- Deployed Windows shortcuts using Intune.
- Managed Windows Credential Manager using Intune.
- Deployed MSI/Win32 applications, such as Sophos Endpoint Protection, to Windows desktops and laptops.
- Deployed BitLocker encryption on all client machines running Windows 11.
- Created Applocker GPO in the on-premises environment, targeting groups.
- Managed the administration and configuration of mobile devices for enterprise users by utilising Office 365, Intune standalone, hybrid iOS, and Android integration with Intune within the Azure Directory environment.
- Conducted remote logins to virtual machines for troubleshooting, real-time monitoring, and support.
- One of my key strengths is resolving complex issues, and fault-finding.
- I am proficient in providing remote support via Datto RMM for various client issues, including those in on-premises, and cloud environments.
- My ability to provide timely and effective remote support ensures that client issues are addressed promptly and efficiently.
- Generated documentation and enrolled over 300 Windows laptops through Autopilot deployment.
- Recognised for overseeing virtual machine configurations, storage accounts, and resource group setups.
- Achieved maximum customer satisfaction by ensuring support requests were handled according to service level agreements.
- Troubleshoot technical problems whilst identifying client issues, collecting data, conducting research, and collaborating with cross-functional teams.
- Resolving incidents and taking ownership of tickets in the Autotask ticketing system.
Technical Engineer
Atech Cloud
London
06.2021 - 10.2021
- Office 365, Azure, Intune and Autopilot machine build OOBE.
- Build/image Laptops and Android mobile devices for clients.
- IP and Mac address reservation DHCP for printers/EPOS tills.
- Enabling ports/Troubleshooting Switches on client site.
- Patching ports for meeting room events at client site Hotels.
- Investigate or troubleshoot the status of the control through Putty.
- Bomgar remote support, such as installing applications.
- Engaging with clients to arrange site visits through the ticketing system ConnectWise.
Systems Engineer
Ascom-UK
London
11.2020 - 04.2021
- Investigated and resolved coverage-related issues, conducted AP diagnostics, and inspected Cat5 cables running from patch panels to switches in the Wi-Fi deck.
- Programmed and configured VOIP handsets while setting up radio frequency handsets.
- Collaborated with high-profile retail clients, including IKEA, Morrisons, and M&S.
- DHCP reservation.
- Managed assets and comprehensive documentation while serving as a systems engineer.
- Addressed issues through site visits and remote support, using the ASRA VM-Management tool.
- Enabled panic alarms, door alarms, and pull cord alarms for hospital safety by programming and configuring handsets using in-house applications.
- Tested functionality, performance and compliance of products against design specifications to maintain strong development standards and high customer satisfaction.
IT Field Engineer
Impellam-Group
London
05.2018 - 07.2020
- Provided white glove support to 140 personnel within the main office and five different branches, whilst overseeing cloud and desktop users, and configuring and maintaining software and hardware across multiple client sites.
- Oversaw end-user lifecycle whilst collaborating with senior staff and assisting the third-line team to minimise call queues.
- Conducted laptop and desktop imaging, including Light Touch installation of Windows 10.
- Coordinated with suppliers and vendors to diagnose incidents, including BT, and POLYCOM.
- Managed site office moves from planning to execution, to ensure uninterrupted service availability throughout all sites.
- Contributed to the Windows 10 Upgrade, Laptop Refresh Deployment Project through PXE and Light Touch installation.
Field Engineer
SG gaming London LTD
London
01.2017 - 11.2018
- Monitored and reported on the performance of field operations to senior management.
- Provided exceptional technical support to clients, enhancing the company's reputation and client retention.
- Oversaw quality control processes, identifying defects and initiating corrective actions promptly.
- Restored optimal functionality by conducting TCP/IP configuration on defective terminals.
- Managed stock control and movement through the organisation's mobile application, ASTA help desk.
- Maintained compliance by ensuring the timely execution of PAT tests annually across different branches.
- Ensured terminals remained clean, dust-free, and fully operational by performing preventative maintenance calls.
- Known for conducting training sessions for shop staff on basic operational processes, event instructions, and detailed guidance on new software and hardware.
- Identified issues in hardware and software systems.
1st Line Support Agent
Broemley Healthcare
Bromley
01.2016 - 08.2016
- Helped customers set up new systems, applications and software.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Used support tickets to track and speed up incidents.
- Installed new hardware and software to meet system specifications and user needs.
- Streamlined the technical support ticketing system, improving response times and tracking of issue resolution progress.
- Managed the installation and configuration of computer systems and networks, ensuring seamless integration and minimal disruption.
1st Line Support Agent
Bromley heaithcare
Bromley
01.2016 - 08.2016
- Used support tickets to track and speed up incidents.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Provided clear and concise step-by-step technical support to guide clients.
- Helped customers set up new systems, applications and software.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Used remote access to navigate and link to customer computers.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Installed and set up applications for clients, including anti-virus software and Microsoft office.
Desktop Support Engineer
KMHIS NHS
London
09.2015 - 06.2016
- Configured network printers and resolved printing issues to ensure smooth operation.
- Installed, configured, and updated software applications to maintain system efficiency.
- Installed new hardware and software to meet system specifications and user needs.
- Maintained and repaired peripheral equipment connected to laptops and desktops.
- Updated software for new functionality and improved security.
- Conducted tactical troubleshooting to identify faults.
- Followed user guides and technical manuals to complete skilled repairs.
- Educated service users on new software updates and system capabilities.
Education
CompTIA A+ IT Technician -
Just IT Training Ltd
London2016
CompTIA A+ Essentials -
Just IT Training Ltd
London2016
Microsoft: Security Compliance and Identity -
Microsoft
01.2024
Microsoft Azure AZ-900 -
Microsoft
01.2023
Skills
- Cloud Service Integration
- System Imaging and Deployment
- Technical Support and Troubleshooting
- IT Policies Implementation
- Installation and Configuration
- Data Backup and Migration
- IT Documentation and Reporting
- Technical Training and Leadership
- Application deployment
- Network troubleshooting
- Intune device management
- Remote diagnostics
- Problem solving
- Hyper-V
- Microsoft 365
- MS Office Suite
- Active Directory and AAD
- Technical troubleshooting
- Windows, and Mac support
- Remote support
Timeline
Technical Support Engineer
Wavenet
08.2025 - Current
Desktop Support Specialist-Infastractor
Flexera
03.2025 - 05.2025
Mac & Windows Support Specialist
LTImindtree
12.2024 - 02.2025
3rd line support
Quranted Network, Emeria Real Estate
12.2023 - 06.2024
Technical Support Engineer
Transparity MSP
11.2021 - 07.2023
Technical Engineer
Atech Cloud
06.2021 - 10.2021
Systems Engineer
Ascom-UK
11.2020 - 04.2021
IT Field Engineer
Impellam-Group
05.2018 - 07.2020
Field Engineer
SG gaming London LTD
01.2017 - 11.2018
1st Line Support Agent
Broemley Healthcare
01.2016 - 08.2016
1st Line Support Agent
Bromley heaithcare
01.2016 - 08.2016
Desktop Support Engineer
KMHIS NHS
09.2015 - 06.2016
CompTIA A+ IT Technician -
Just IT Training Ltd
CompTIA A+ Essentials -
Just IT Training Ltd
Microsoft: Security Compliance and Identity -
Microsoft
Microsoft Azure AZ-900 -
Microsoft