Muatasem Mousa
London,England
Summary
Resourceful and motivated IT Professional with hands-on experience in Service Delivery, Systems Administration, and IT Support. Proven track record in managing end-user environments, contributing to large-scale migrations, and improving service performance across hybrid and cloud-first infrastructures. Known for delivering excellent customer experiences, resolving complex technical issues, and bridging the gap between users and IT. Currently delivering technical support and end-user solutions across a 9000+ user base. Expertise in Azure Active Directory / Entra ID and Intune, Power BI Dashboard Development and Data Analysis, and ITSM & End-User Support. Demonstrates exceptional problem-solving skills, resourcefulness, and the ability to remain calm under pressure. Committed to leveraging technical skills to drive organisational success and enhance operational efficiency.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
3
3
Certification
Work history
Service Delivery Engineer
CSC Global
London
12.2023 - 07.2025
- Oversaw all aspects of IT service delivery to ensure high levels of customer satisfaction and seamless end-user experience
- Acted as the primary point of contact for client feedback, incidents, and escalations, resolving issues with professionalism and empathy
- Ensured timely and effective resolution of technical problems while maintaining strong, ongoing relationships with clients throughout the service lifecycle
- Contributed as part of the IT team that successfully migrated over 6,000 user systems from Windows 10 to Windows 11, ensuring smooth transitions and minimal disruption
- Proactively monitored service performance and implemented improvements to enhance reliability, efficiency, and customer experience
- Oversaw daily operations to achieve high productivity levels why providing training to other colleagues.
Service Desk Technician
Global Connect Import and Export
06.2023 - 12.2023
- Assisted users in resolving technical issues, including hardware and software problems
- Performed routine maintenance tasks, such as installing and updating software, configuring hardware peripherals
- Provided remote support to users, which involved using remote desktop tools to access and troubleshoot their computers or devices
Guest Relations Manager
The Landmark Hotel
04.2022 - 05.2023
- Oversaw all aspects of guest satisfaction and relations at the hotel
- Ensured exceptional guest experiences, managed guest feedback and complaints, and maintained strong relationships with guests throughout their stay
- Addressed and resolved guest complaints and issues effectively, demonstrating empathy
- Coordinated and managed services for VIP and special guests, ensuring their unique needs and preferences were met to exceed expectations
Sales Associate
The Landmark Hotel
09.2017 - 08.2019
- Provided exceptional customer service by answering inquiries, addressing customer concerns, and assisting with hotel reservation requests
- Handled hotel reservations, including checking availability, providing price quotes, and confirming bookings
- Actively promoted additional services, amenities, and upgrades to customers, such as room upgrades, spa packages, or dining options
Customer Service Representative
John Lewis
07.2014 - 05.2017
- Provided support to customers by addressing their questions and resolving issues, either over the phone or through email
- Worked closely with different departments at John Lewis to find solutions to customer problems
- Reached out to customers to schedule deliveries or make changes to delivery plans when required
Education
BA - Accounting and Finance
Middlesex University
London 09.2015 - 06.2018
Skills
- Knowledge of Azure Active Directory / ENTRA ID and Intune
- Power BI Dashboard Development and Data Analysis
- ITSM & End-User Support
- Calm under pressure
- Problem-solving
- Resourcefulness
Certification
CompTIA A+, 09/01/23, CompTIA A+ 220-1101 & 1102, AZ-900 and AZ-104
Languages
Arabic
Native
Accomplishments
Nominated as Fierce client Spirit star in CSC Global
Affiliations
Football, puzzles and Chess
Timeline
Service Delivery Engineer
CSC Global
12.2023 - 07.2025
Service Desk Technician
Global Connect Import and Export
06.2023 - 12.2023
Guest Relations Manager
The Landmark Hotel
04.2022 - 05.2023
Sales Associate
The Landmark Hotel
09.2017 - 08.2019
BA - Accounting and Finance
Middlesex University
09.2015 - 06.2018
Customer Service Representative
John Lewis
07.2014 - 05.2017
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