Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
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Mohammed Azhar Miah

Summary

Accomplished IT professional with a strong customer-focused approach and extensive experience in advanced hardware knowledge, cybersecurity protocols, and Microsoft 365 administration. Demonstrates expertise in remote desktop support, VPN setup and maintenance, and mobile device management. Proficient in ITIL methodologies with a certified ITIL Foundation level, ensuring effective service level agreement understanding and cross-team collaboration. Skilled in network troubleshooting, virtualisation technologies, and cloud computing knowledge. Adept at relationship building with clients while maintaining patience with users and handling confidential information. Committed to process improvement and quality assurance through software installation and configuration using tools like SCCM and ServiceNow. Career goals include further enhancing skills in inventory control and contributing to innovative IT solutions.

Overview

19
19
years of professional experience
2
2
years of post-secondary education

Work History

Senior Deskside Engineer

Korn Ferry
London
11.2016 - 11.2024
  • Covering EMEA offices remotely and organizing site visits to other countries
  • Managing the following software, Cisco Unified CM Administration, Cisco Unity Connection Administration, Cisco Unified Attendant Consoles, Condeco, O365 Admin, Active Directory, Mac OS, Catalina, High Sierra, Mojave, Sequoia, Adobe Suite, Bit locker, Microsoft TEAMS, Lieberman Red, AD Audit, Bomgar, ServiceNow, Citrix, Parallels, VMware, JAMF, Autopilot, Intune, Azure AD(Entra ID), 2FA
  • VIP Support, managing the Mac assets, providing 1st-3rd line support, organizing/supporting new hardware for remote and local offices, manage IT on/off boarding , coordinating with Third party companies to upgrade/update older system in all in our EMEA offices.
  • Supporting Android, Apple, Blackberry and Microsoft mobile devices.

Production Support Analyst

Advent International
12.2015 - 11.2016
  • Supporting a user base of 500 Globally mainly consisting of Partners and Directors
  • Setting up Video Conference and test calls for scheduled meetings globally and being on hand to make sure it runs smoothly.
  • Supporting and troubleshooting iPhone devices, laptops (Dell, HP, Surface Pros and Macs), printers and scanners (Ricoh, Sharp and HP) and Dell Desktops.
  • Rebuilding laptops and desktops.
  • Working with Third party vendors to resolve issues
  • Training colleagues, ordering consumables for local office as well as the team abroad.
  • Working independently while colleagues are working abroad.
  • Working with Windows 7, 8.1, Office 2010, Office 365, VM Horizon, Code Two, Mobile Iron, Last Pass, Proofpoint, Bit 9, Enterprise Vault, CentraStage, GoToAssist, Avaya phones, Polycom phones, CRM and Cisco TelePresence EX Series.

Senior Technical Engineer

KPMG
09.2008 - 12.2015
  • Working within a team of 15 and supporting a user base of 8000
  • Creating tickets for users who walk up to our desk
  • Supporting and troubleshooting mobile devices (iPhone, Blackberry and Nokia,), laptops (Dell, Lenovo and HP), printers, scanners and an audit application
  • Deploying new laptops and the latest operating systems.
  • SQL Management Studio 2008 for troubleshooting audit application issues.
  • MS Office 2003/2007/2010/2013, IE, Outlook, Symantec, Windows XP/Vista/7/8
  • Liaising with other teams globally for the resolution of a software problem.
  • Responding and resolving all assigned calls within the prescribed SLA's remotely using windows remote assistance, by phone, desk side visit or client site visit
  • SME in making sure processes is documented, up to date and engineers are following the correct procedures.
  • Awareness of the principles of ITIL for Service management and Delivery
  • Installing and configuring desktop products into a network environment.
  • Updating the call management system, clearly specifying progress and resolution details.
  • Documenting issues and uploading fixes to SharePoint or into knowledgebase in Service now
  • PC Configuration and Hardware Knowledge
  • Maintaining existing PCs and peripherals by performing hardware/software upgrades, new installations and carrying out routine procedures.
  • Active Directory, Distribution, Security Groups, TCP/IP, WAN/LAN and Network Topologies.
  • Configuring and troubleshooting Cisco IP Telephones and software.
  • Windows Server 2003/2008/2012
  • Installing, configuring and supporting VMWARE environments
  • Installing, configuring and supporting APPLE MAC laptops and desktops
  • System Centre Configuration Manager 2007console to distribute applications to clients.
  • SME in KPMG's Audit Application, Troubleshooting using Sequel Server Management Studio 2008, learning on the job, feeding back to teams across the world and updating SharePoint with issues and fixes.
  • Training and educating new and existing members of the team on the latest software and hardware
  • Worked with McAfee, Winmagic and Bitlocker drive encryptions.
  • Experience in Microsoft SCCM, distributing software.
  • Full UK Driving License
  • Experience in Remedy, Amdocs, Clarify and ServiceNow call management system.
  • Interviewing applicants for roles within the team
  • Managing service desk mailbox
  • Setting up and attending weekly meetings.
  • Experience in supporting a Document Management System/Filesite.

Team Leader

KPMG
01.2008 - 09.2008
  • Upgrading over 1000 laptop/desktops from XP to Vista across the UK, liaison with management at the end of each day providing them feedback and progress, making sure stock levels are correct and nothing goes missing, arranging delivery and collection of laptops/desktop, setting up a network in order to carry out the data transfer

Estate Management

KPMG
09.2005 - 01.2008

Education

Communications Level 2, NCFE Employment Skills Level 2, Application of Number Level 2, NVQ IT Practitioners and Foundation Modern Apprenticeship

Lewisham College
09.2004 - 09.2006

Skills

  • Proactive approach to challenges
  • Relationship building with clients
  • Mobile device management
  • Microsoft 365 administration
  • ServiceNOW
  • Quality Assurance
  • Cloud computing knowledge
  • Dealing with confidential information

Affiliations

  • Kitesurfing, Football, Reading, Travelling, Cycling, Running, Video Games.

References

References available upon request.

Timeline

Senior Deskside Engineer

Korn Ferry
11.2016 - 11.2024

Production Support Analyst

Advent International
12.2015 - 11.2016

Senior Technical Engineer

KPMG
09.2008 - 12.2015

Team Leader

KPMG
01.2008 - 09.2008

Estate Management

KPMG
09.2005 - 01.2008

Communications Level 2, NCFE Employment Skills Level 2, Application of Number Level 2, NVQ IT Practitioners and Foundation Modern Apprenticeship

Lewisham College
09.2004 - 09.2006

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Mohammed Azhar Miah