Monsurat Hamzat
Technical Solutions Analyst
London
Summary
Administration & Program Management: Successfully managed administrative and program-related tasks by maintaining accurate records and organizing complex data. Ensured smooth workflow and operational efficiency through structured processes.
Communication & Collaboration: Delivered exceptional results by maintaining prompt communication and fostering a supportive team environment. Actively contributed to achieving team goals by ensuring all stakeholders were informed and aligned.
Organization & Time Management: Managed multiple priorities effectively over 5 years, consistently meeting deadlines and exceeding expectations. Took on greater responsibilities to support the team and achieve company objectives.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
1st/2nd Line ServiceDesk Technician
Queen Mary University London
London, England
06.2022 - Current
- Registering and De-registering of Staff and Student Accounts – Ensured smooth onboarding and offboarding by managing account setups and removals with accuracy.
- Providing 1st/2nd Line User Support – Delivered timely solutions to user issues by addressing both basic and more complex technical problems.
- Configuring Devices for Network Access – Set up and connected various devices to the network, ensuring seamless access and security.
- Knowledge of Ivanti Service Desk – Used Ivanti to log, manage, and resolve service requests efficiently, improving response times.
- Azure AD Expertise – Handled identity and access management through Azure AD, ensuring secure and seamless user access.
- Remote Desktop Gateway Management – Provided remote access solutions by managing and maintaining RD Gateway for secure connections.
- PuTTY for Infrastructural Account Changes – Applied command-line expertise with PuTTY to manage and update infrastructure accounts.
- Hardware and Software Troubleshooting – Diagnosed and resolved a range of hardware and software issues, minimising downtime.
- Ability to Manage and Prioritise Workload – Effectively juggled multiple tasks while maintaining focus on high-priority issues.
- Excellent Customer Service via Calls and Live Chat – Delivered top-notch support by responding to inquiries promptly and professionally.
1st/2nd Line Support Analyst
SkyTech Ltd
London, England
12.2021 - 06.2022
- Respond to Incidents via Phone and Email – Handled incoming issues with care by diagnosing and resolving problems or escalating when needed to ensure minimal disruption.
- Provide 1st and 2nd Line Windows and MAC OSX Support – Delivered technical assistance for Windows and MAC systems, including managing Active Directory, resetting passwords, troubleshooting applications, and setting up hardware like printers.
- Provide Initial User Support with Professionalism – Engaged with users patiently and professionally, ensuring they felt supported while resolving their issues.
- Logging Calls and Managing Tickets Efficiently – Accurately recorded service requests and maintained a fast turnaround on resolving tickets.
- Setting Up and Configuring Windows PCs and Laptops – Prepared and configured a range of devices, from PCs to tablets and phones, ensuring they were ready for immediate use.
- Provide Progress Updates and Explanations on Call Resolutions – Keep users informed by clearly explaining the steps taken to resolve their issues, ensuring they understand both verbally and in writing.
- Provide In-House Assistance with Computers and Network Troubleshooting – Offer hands-on support to diagnose and solve network problems, whether on-site or remotely via phone or email.
- Assist with Basic Software and Hardware Setup – Help users set up and operate everyday software applications like word processors, as well as configuring hardware like printers and scanners.
1st Line Support Analyst
SkyTech Ltd
08.2020 - 11.2021
- 1st & 2nd Line Desk Side Support – Provided on-site technical support for desktop, printing, and office applications, ensuring staff issues were resolved efficiently and effectively.
- Managing Scheduled Tasks for Customers – Coordinated and maintained scheduled tasks for clients to ensure their systems remained functional and uninterrupted.
- Taking Ownership of Incidents – Took full responsibility for incidents, managing them logically and methodically to ensure a thorough resolution process.
- Assisting in Technology Services Activities – Supported various activities within the Technology Services team, consistently working to meet both individual and team KPIs.
- Prioritising and Scheduling Support Workload – Managed and prioritised workload based on SLAs, ensuring timely and effective support for all requests.
- Device Management in RMM Product – Ensured adherence to asset registers by effectively managing devices within the Remote Monitoring and Management (RMM) system.
- Incident Management Documentation – Recorded, tracked, and documented every step of the incident management process, capturing both successful and unsuccessful decisions until final resolution.
- Managing Incident Lifecycle – Managed incidents and requests from initial contact through to resolution, keeping users informed of progress at every stage.
- Handling Customer Concerns and Escalation – Addressed customer concerns promptly and escalated major issues to supervisors for further attention.
1st Line Desk Support
NHS London
London, England
07.2019 - 07.2020
- Correctly Logging Incidents, Problems, and Service Requests – Accurately logged and categorised 50+ incidents, problems, and service requests daily, ensuring they were prioritised according to team procedures for efficient resolution.
- Self-Motivated with a Strong Sense of Personal Responsibility – Continuously takes initiative and ownership of tasks, ensuring goals are met without needing external prompts, while holding oneself accountable for outcomes.
- Software Management and Deployment – Managed and deployed software across desktops, including the installation and configuration of Microsoft Office, to ensure seamless user experience.
- Managing Scheduled Tasks for Customers – Coordinated scheduled tasks to proactively maintain client systems, ensuring they continued to operate smoothly and without interruption.
- Progressing and Resolving Faults Within SLA – Ensured all faults were tracked and resolved within the agreed SLA, escalating issues to the appropriate internal or external teams when necessary.
- Daily Backup Solution Administration – Conducted daily checks and administration of the backup solution to ensure data integrity and availability.
- Managing User Starter and Leave Process – Followed the complete user starter and leave process, ensuring accurate documentation and system updates throughout.
- Assisting in Technology Services Activities – Contributed to various activities within Technology Services, consistently working to meet both individual and team KPIs.
Education
Bachelor of Science - Law
London Greenwich University
London, ENG 10.2009 - 10.2009
Skills
- Communication verbal and writing skills
- ServiceNow CRM Solutions
- Knowledge Management
- Windows Active Directory Administration
- Network Connectivity Resolution
- SCCM Software Deployment Management
- VMware Infrastructure Support
- Microsoft Office 365
- User request management
- Incident Response Management
- Issue Resolution
- Technical Troubleshooting
Certification
SDI Service Desk Analyst
References
Available upon request
Timeline
1st/2nd Line ServiceDesk Technician
Queen Mary University London
06.2022 - Current
1st/2nd Line Support Analyst
SkyTech Ltd
12.2021 - 06.2022
1st Line Support Analyst
SkyTech Ltd
08.2020 - 11.2021
1st Line Desk Support
NHS London
07.2019 - 07.2020
Bachelor of Science - Law
London Greenwich University
10.2009 - 10.2009
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