Motiur Rahman
Luton
Summary
An ambitious, self-motivated person with a mature and professional outlook, ability to work using my own initiative or as part of a dynamic team. I have demonstrated strong organisational, customer service and communication skills as well as an aptitude for building productive business relationships. I am looking to further my career within an I.T role where my skills will be utilised.
Overview
15
15
years of professional experience
Work history
Technical Support Engineer
Unisys
London
11.2021 - 01.2026
- Providing IT support to resolve both technical and non-technical issues directly through deskside support and remote support tools in an Apple Mac environment and Windows environment.
- Building and rebuilding HP laptops and Apple MacBook’s onsite using current deployment tools.
- Relocation of users and hardware, updating the asset management system, local software installation and setting up desk phones.
- Onsite support and troubleshooting for core and non-core software for laptops and desktops and basic troubleshooting for network and server equipment.
- Unlocking user accounts and providing passwords to users after a successful identity check. Enabling and disabling user accounts as requested by users through the request system.
- Setting up MFA (Microsoft Authenticator) access on user’s mobile devices to access Microsoft applications.
- Synchronizing user passwords on Apple MacBook’s using JAMF Connect software.
- General administration with users Uniflow accounts to enable them to log into the secure login facility of Cannon printers and complete printing tasks.
- Guiding users on saving their work data on a cloud-based application (OneDrive) and troubleshooting synching issues.
- Registering users iPads, iPhones and Android phones to Intune software and setting up Microsoft Outlook and Microsoft Teams to the same devices.
- Setting up Microsoft Teams meetings and using the Miracast and Airplay function to help users host Microsoft PowerPoint presentations in meeting rooms using the Cisco Room Navigator pad equipment.
- Omnicom Media
Technical Support Engineer
Unisys
London
11.2021 - 01.2026
- Providing IT support to resolve both technical and non-technical issues directly through deskside support and remote support tools in an Apple Mac environment and Windows environment.
- Building and rebuilding HP laptops and Apple MacBook’s onsite using current deployment tools.
- Relocation of users and hardware, updating the asset management system, local software installation and setting up desk phones.
- Onsite support and troubleshooting for core and non-core software for laptops and desktops and basic troubleshooting for network and server equipment.
- Unlocking user accounts and providing passwords to users after a successful identity check. Enabling and disabling user accounts as requested by users through the request system.
- Setting up MFA (Microsoft Authenticator) access on user’s mobile devices to access Microsoft applications.
- Synchronizing user passwords on Apple MacBook’s using JAMF Connect software.
- General administration with users Uniflow accounts to enable them to log into the secure login facility of Cannon printers and complete printing tasks.
- Guiding users on saving their work data on a cloud-based application (OneDrive) and troubleshooting synching issues.
- Registering users iPads, iPhones and Android phones to Intune software and setting up Microsoft Outlook and Microsoft Teams to the same devices.
- Setting up Microsoft Teams meetings and using the Miracast and Airplay function to help users host Microsoft PowerPoint presentations in meeting rooms using the Cisco Room Navigator pad equipment.
- Omnicom Media
Technical Analyst (User Access Control and Cyber Protect)
ComputaCenter
Milton Keynes
11.2016 - 11.2021
- Create, amend and delete user accounts and group profiles across a variety of different environments and applications.
- Create, amend and delete user mailboxes, shared mailboxes and distribution lists via Exchange and PowerShell scripts.
- Develop and construct security groups that give users access to various resources.
- Running oracle scripts via a remote session in order to complete admin tasks with user accounts.
- Assist with resolving security related issues or problems and maintain confidentiality on all sensitive security matters.
- Evaluate escalations and resolve appropriately to ensure users demands are met.
- Identifying and resolving basic ‘How To’ issues via email or telephone with the user.
- Santander
Technical Analyst (User Access Control and Cyber Protect)
ComputaCenter
Milton Keynes
11.2016 - 11.2021
- Create, amend and delete user accounts and group profiles across a variety of different environments and applications.
- Create, amend and delete user mailboxes, shared mailboxes and distribution lists via Exchange and PowerShell scripts.
- Develop and construct security groups that give users access to various resources.
- Running oracle scripts via a remote session in order to complete admin tasks with user accounts.
- Assist with resolving security related issues or problems and maintain confidentiality on all sensitive security matters.
- Evaluate escalations and resolve appropriately to ensure users demands are met.
- Identifying and resolving basic ‘How To’ issues via email or telephone with the user.
- Santander
IT Floorwalker (Dell Wyse Thin Client Migrations and Support)
London Borough of Lewisham Council
London
04.2016 - 07.2016
- Helping users to transition to the new Dell Wyse Thin Client desktop environment on laptops and other devices.
- Assisting users with accessing and using the new Dell Wyse Thin Client desktop environment.
- Setting up PCs, docking stations and desk phones for new starters at desks and also completing desk moves as requested by users or management.
- Resolving 1st and 2nd line IT support issues, logging any outstanding issues to the 3rd line support team, liaising with support teams and reporting issue resolutions back to the user.
- Responding promptly and courteously to personal requests for support.
- Identifying and resolving basic ‘How To’ issues deskside with the user.
- Attending all floor walking ‘stand up’ meetings as required.
- Working closely with the other floor walkers and sharing knowledge as required.
- Utilizing appropriate tools for issue tracking, and user feedback.
- Participating in project meetings as required.
- Adhering to customer policies and procedures.
IT Floorwalker (Dell Wyse Thin Client Migrations and Support)
London Borough of Lewisham Council
London
04.2016 - 07.2016
- Helping users to transition to the new Dell Wyse Thin Client desktop environment on laptops and other devices.
- Assisting users with accessing and using the new Dell Wyse Thin Client desktop environment.
- Setting up PCs, docking stations and desk phones for new starters at desks and also completing desk moves as requested by users or management.
- Resolving 1st and 2nd line IT support issues, logging any outstanding issues to the 3rd line support team, liaising with support teams and reporting issue resolutions back to the user.
- Responding promptly and courteously to personal requests for support.
- Identifying and resolving basic ‘How To’ issues deskside with the user.
- Attending all floor walking ‘stand up’ meetings as required.
- Working closely with the other floor walkers and sharing knowledge as required.
- Utilizing appropriate tools for issue tracking, and user feedback.
- Participating in project meetings as required.
- Adhering to customer policies and procedures.
ICT Service Desk Officer
Buckinghamshire County Council
Aylesbury
08.2013 - 08.2015
- Providing IT support to resolve both technical and non-technical issues directly through remote support tools.
- Supporting hardware and software such as desktops, laptops, printers, and associated peripherals. Windows 7, MS Office, Internet/Intranet sites, MS Outlook and supporting Blackberry devices.
- Processing and monitoring calls to the service desk received through a variety of means e.g. telephone, e-mail and in writing.
- Advising end-user staff on ICT training options in response to enquiry.
- Monitoring the status of a problem and liaising with support teams over timescales for problem resolution in line with service level agreements.
- Ensuring that requests are closed in an appropriate and timely fashion, including information about the fix or resolution involved, where appropriate, to enable knowledge capture and re-use.
- Keeping end-user and management informed of progress during high impact problems.
- Unlocking user accounts and providing passwords to users after a successful identity check. Enabling and disabling user accounts as requested by users through the request system. Creating user accounts, creating user groups and providing users access to shared drives and directories. Also creating and removing mailboxes and undertaking general administration with user’s access to mailboxes.
- Running visual basic scripts via a remote session to complete admin tasks with users accounts and mailboxes.
- Providing support on all problems associated with Outlook.
- General administration with users accounts to enable them to log into the secure login facility of RICOH printers.
- Syncing McAfee encrypted laptops on the network.
ICT Service Desk Officer
Buckinghamshire County Council
Aylesbury
08.2013 - 08.2015
- Providing IT support to resolve both technical and non-technical issues directly through remote support tools.
- Supporting hardware and software such as desktops, laptops, printers, and associated peripherals. Windows 7, MS Office, Internet/Intranet sites, MS Outlook and supporting Blackberry devices.
- Processing and monitoring calls to the service desk received through a variety of means e.g. telephone, e-mail and in writing.
- Advising end-user staff on ICT training options in response to enquiry.
- Monitoring the status of a problem and liaising with support teams over timescales for problem resolution in line with service level agreements.
- Ensuring that requests are closed in an appropriate and timely fashion, including information about the fix or resolution involved, where appropriate, to enable knowledge capture and re-use.
- Keeping end-user and management informed of progress during high impact problems.
- Unlocking user accounts and providing passwords to users after a successful identity check. Enabling and disabling user accounts as requested by users through the request system. Creating user accounts, creating user groups and providing users access to shared drives and directories. Also creating and removing mailboxes and undertaking general administration with user’s access to mailboxes.
- Running visual basic scripts via a remote session to complete admin tasks with users accounts and mailboxes.
- Providing support on all problems associated with Outlook.
- General administration with users accounts to enable them to log into the secure login facility of RICOH printers.
- Syncing McAfee encrypted laptops on the network.
Desktop Support and Migrations Analyst
Rexam Plc
Luton
07.2011 - 07.2013
- Providing 1st/2nd line deskside IT support to staff and VIPs on-site in an ITIL environment.
- Setting up PCs, laptops, printers, docking stations and cisco phones for new starters at desks and completing desk moves as requested by users or management.
- Setting up meeting rooms with desk phones and video conferencing equipment for VIPs meetings.
- Logging incidents and requests using tools such as S3. Further to detection of problems; investigation and diagnosis, resolution and recovery, incident closure, ownership, monitoring, tracking and communication.
- Processing and monitoring calls to the IM support desk received through a variety of means e.g. telephone and e-mail.
- Supporting hardware, software and network connection problems associated with PCs, laptops, printers, and peripherals.
- Analysing the nature of queries and customer problems and providing suitable solutions within satisfactory timescales.
- Attending team meetings and completion of administrative tasks.
- Building PCs and laptops using an Altiris Windows 7 image. Also creating images of user’s data.
- Unlocking user accounts and providing passwords to users after a successful identity check. Enabling and disabling user accounts as requested by users through the request system. Creating user accounts, creating user groups and providing users access to shared drives and directories.
- Providing support on all problems associated with Outlook and configuring outlook email accounts on ipads and iphones for users.
- Providing PIN numbers and resetting PIN numbers for users to log into the secure login facility of RICOH printers.
- Migrations - Windows 7, Office 2010, SAP 720, Internet Explorer 8, QlikView and Blackberry to iPhone migrations.
- Upgrading RAM, replacing hard drives and keyboards for Dell laptops.
- Connecting network cables to PCs and network floor ports and checking for live and dead network connections in the network cabinet’s and doing some troubleshooting.
- Travelling to the Milton Keynes office to run IT clinics.
Desktop Support and Migrations Analyst
Rexam Plc
Luton
07.2011 - 07.2013
- Providing 1st/2nd line deskside IT support to staff and VIPs on-site in an ITIL environment.
- Setting up PCs, laptops, printers, docking stations and cisco phones for new starters at desks and completing desk moves as requested by users or management.
- Setting up meeting rooms with desk phones and video conferencing equipment for VIPs meetings.
- Logging incidents and requests using tools such as S3. Further to detection of problems; investigation and diagnosis, resolution and recovery, incident closure, ownership, monitoring, tracking and communication.
- Processing and monitoring calls to the IM support desk received through a variety of means e.g. telephone and e-mail.
- Supporting hardware, software and network connection problems associated with PCs, laptops, printers, and peripherals.
- Analysing the nature of queries and customer problems and providing suitable solutions within satisfactory timescales.
- Attending team meetings and completion of administrative tasks.
- Building PCs and laptops using an Altiris Windows 7 image. Also creating images of user’s data.
- Unlocking user accounts and providing passwords to users after a successful identity check. Enabling and disabling user accounts as requested by users through the request system. Creating user accounts, creating user groups and providing users access to shared drives and directories.
- Providing support on all problems associated with Outlook and configuring outlook email accounts on ipads and iphones for users.
- Providing PIN numbers and resetting PIN numbers for users to log into the secure login facility of RICOH printers.
- Migrations - Windows 7, Office 2010, SAP 720, Internet Explorer 8, QlikView and Blackberry to iPhone migrations.
- Upgrading RAM, replacing hard drives and keyboards for Dell laptops.
- Connecting network cables to PCs and network floor ports and checking for live and dead network connections in the network cabinet’s and doing some troubleshooting.
- Travelling to the Milton Keynes office to run IT clinics.
Education
BSc - Information Systems Development
University of Luton
Certification in ITIL v2 Foundation - undefined
University of Luton
Skills
- Windows 10
- Windows 11
- Big Sur
- Monterey
- Ventura
- Sequoia
- Windows Server
- Cisco AnyConnect VPN
- Netskope Client
- Microsoft Office 365
- Adobe Creative Cloud
- Active Directory
- Okta
- CyberArk
- Microsoft Authenticator
- JAMF Connect
- Daisy
- Unix
- SAP
- SecureID
- Dell Wyse Thin Client
- RICOH Equitrac
- Uniflow
- McAfee Endpoint Encryption Manager
- Citrix XenApp
- QlikView
- PCs/Laptops/MacBook’s hardware maintenance
- Altiris Deployment Tools
- SCCM
- Cisco IP Communicator
- Intune
- Bloomberg
- Visual Basic Scripts
- PowerShell Scripts
- Oracle Scripts
- JML
- VMWare
- Remedy
- ServiceNow
- S3
- Cisco Room Navigator
Custom Section
Windows 10, Windows 11, Big Sur, Monterey, Ventura, Sequoia, Windows Server (2012 to 2016), Cisco AnyConnect VPN, Netskope Client, Microsoft Office 365, Adobe Creative Cloud, Active Directory, Okta, CyberArk, Microsoft Authenticator (MFA), JAMF Connect, Daisy (Mediaocean), Unix, SAP, SecureID (RSA), Dell Wyse Thin Client, RICOH Equitrac, Uniflow, McAfee Endpoint Encryption Manager, Citrix XenApp, QlikView, PCs, Laptops, MacBook’s, Altiris Deployment Tools, SCCM, Cisco IP Communicator, Intune, Bloomberg, Visual Basic Scripts, PowerShell Scripts, Oracle Scripts, JML, VMWare, Remedy (Version 7.5), ServiceNow, S3, Cisco Room Navigator (CS-BAR-T-K9)
Personal Information
Title: Technical Support Engineer
Timeline
Technical Support Engineer
Unisys
11.2021 - 01.2026
Technical Support Engineer
Unisys
11.2021 - 01.2026
Technical Analyst (User Access Control and Cyber Protect)
ComputaCenter
11.2016 - 11.2021
Technical Analyst (User Access Control and Cyber Protect)
ComputaCenter
11.2016 - 11.2021
IT Floorwalker (Dell Wyse Thin Client Migrations and Support)
London Borough of Lewisham Council
04.2016 - 07.2016
IT Floorwalker (Dell Wyse Thin Client Migrations and Support)
London Borough of Lewisham Council
04.2016 - 07.2016
ICT Service Desk Officer
Buckinghamshire County Council
08.2013 - 08.2015
ICT Service Desk Officer
Buckinghamshire County Council
08.2013 - 08.2015
Desktop Support and Migrations Analyst
Rexam Plc
07.2011 - 07.2013
Desktop Support and Migrations Analyst
Rexam Plc
07.2011 - 07.2013
Certification in ITIL v2 Foundation - undefined
University of Luton
BSc - Information Systems Development
University of Luton