Mohammad Hayat Obaid
Edinburgh,Edinburgh
Summary
Customer-focused and articulate IT Professional with 2 years’ Service Desk experience supporting users with network connectivity, applications, hardware, software and in-house operating systems. Strong troubleshooting and problem-solving skills, with the ability to quickly diagnose and resolve complex issues. Confident communicating solutions clearly to users of all abilities. seeking to progress into a 2nd Line IT Support role, building on my existing experience and further developing my expertise.
Overview
1
1
Certification
3
3
years of professional experience
Work History
IT Service Desk Analyst
CGI
Remote
08.2025 - Current
- providing technical support for Microsoft 365 issues, including account access, MFA and core applications.
- Handling 30+ calls and chats daily, maintaining a 5-minute average handling time, 95% call quality and 95% first-time fix rate.
- Troubleshooting VPN, Wi-Fi and secure connectivity issues
- Providing remote support using Microsoft Quick Assist
- Supporting a wide range of IT hardware, ensuring devices remain functional and up to date.
IT Service Desk Analyst
Computershare
Edinburgh
12.2023 - 12.2024
- Took part in two IT projects, migrating user mailboxes to the cloud and upgrading virtual machines to Windows 10.
- Installed and configured applications using admin access and Microsoft Company Portal.
- Created and managed Active Directory accounts and security groups.
- Actioned ServiceNow incidents, requests and tasks, documenting fixes and escalations while helping reduce Service Desk backlog.
- Set up shared mailboxes and distribution lists in Microsoft Exchange, including adding and removing users
Education
Leith Academy High School
Drummond Community High School
Skills
- Hardware & Software Support
- Windows Support
- Network & VPN Troubleshooting
- Application Installation & Configuration
- Active Directory Administration
- Microsoft 365 / Office 365
- Remote & On-Site Support
- ServiceNow
- Communication
- Teamwork
Certification
Computer Networking – Wired and Wireless Networks and Protocols
Microsoft Azure Administrator
Diploma in VMware Ultimate Bootcamp
vSphere 5
references
available upon request
Timeline
IT Service Desk Analyst
CGI
08.2025 - Current
IT Service Desk Analyst
Computershare
12.2023 - 12.2024
Leith Academy High School
Drummond Community High School