Experienced in technical support and issue resolution, excelling at efficient problem-solving and ensuring user satisfaction. Effective communication and troubleshooting skills enable addressing technical challenges with ease. Proven track record in maintaining system reliability, consistently enhancing the overall user experience.
Hi, I’m
Mujtaba Hassan
IT Support Specialist
London
Summary
Overview
7
years of professional experience
8
years of post-secondary education
2
Certificates
2
Languages
Work History
Ormiston Academies Trust
First Line IT Services
06.2023 - 01.2025
Job overview
- Customer service
- Performed material counts and full inventory audits.
- Achieved high customer satisfaction levels by monitoring service quality and addressing issues proactively.
- Streamlined workflow by identifying bottlenecks and developing solutions to increase efficiency in daily operations.
- Maintained strong relationships with vendors, ensuring timely deliveries and cost-effective procurement practices.
- Maintained accurate records of all support requests, enabling data-driven improvements to helpdesk operations.
- Performed thorough diagnostics on reported issues before escalating them to higher-level support teams if needed, minimizing wasted time and resources spent on simple fixes that could have been resolved sooner.
- Assisted users in troubleshooting software and hardware problems, resulting in minimal disruption to daily tasks.
- Provided remote support for offsite employees, ensuring seamless access to company resources regardless of location.
- Collaborated with team members to identify areas for process improvement and implement changes accordingly.
- Conducted training sessions for new helpdesk staff, fostering a culture of continuous learning and professional growth.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Coordinated closely with other departments during major incidents or outages to provide comprehensive support throughout the recovery process.
- Reduced downtime with proactive monitoring of system performance and prompt issue resolution.
- Managed software license inventory efficiently, reducing costs associated with unused or expired licenses while ensuring compliance with vendor agreements.
NHS Test and Trace
NHS Test and Trace Operative
04.2021 - 12.2021
Job overview
- Advised, advocated for, and guided possible covid patients during the peak of the pandemic, working under high demand and fast-paced environment
- Input exact data about our callers, to support the Surveillance of disease and its determinants including researching, collecting, assessing need, and analysing data
- Working flexibly according to the needs of the team and ensuring I was there to support during the peaks of the pandemic
- Listening carefully and empathetically to callers as they listed the details of their symptoms
- Communicating effectively and calmly with callers over several digital channels, multi-tasking while ensuring attention to detail; providing callers with the support they need and ensuring that I have both received and recorded exact information
- Learning how to use the CRM quickly and resolve minor technical issues for myself and for other colleagues
Global Link
IT Helpdesk Junior
01.2020 - 01.2021
Job overview
- Maintained accurate records of all support requests, enabling data-driven improvements to helpdesk operations.
- Researched and identified solutions to technical problems.
- Developed and implemented preventive maintenance procedures.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
Zapp
Facilities associate
01.2020 - 01.2021
Job overview
- Responsible for ensuring orders were correctly processed in a prompt and efficient manner, making sure that company standards were met
- Tracked our wastage weekly to help name where we can implement loss reduction and meet company targets
- Optimized space utilization with strategic planning and organization of furniture, equipment, and storage areas.
- Enhanced facility cleanliness, performing daily custodial tasks and coordinating with cleaning staff.
- Collaborated with vendors for cost-effective procurement of supplies, equipment, and services.
- Used standard housekeeping equipment, tools, and supplies to accomplish basic cleaning.
Bookers Wholesale
Sales Assistant
03.2018 - 09.2018
Job overview
- Working as a part of a team to ensure that the store was properly stocked and clean ensuring we always created a welcoming environment for our customers
- Learned about the products we stocked and the type of customers we got so that I could give tailored advice ensuring that our customer service was always excellent
- Took initiative to reorganise and order stock when needed, seeing what our competitors supplied and always suggesting how we can do more, for example stocking a product we didn't previously stock
- Also writing off damaged stock before it was shelved so that we always had the best product outs and mitigated complaints
- Paid careful attention to detail as we did things like stock takes and cashing up tills
- Gained a keen sense of cultural awareness while working with and serving people from all levels of society
Education
William Morris Sixth FormLondon, United Kingdom
A-Level or Equivalent from Maths, Physics and Chemistry
09.2017 - 07.2019
University Overview
Dormers Wells High School
GCSE or equivalent from English, Maths, Double science, Arabic, business, Physical education
09.2009 - 06.2015
University Overview
Upskill Digital
SQL Code academy course
University Overview
- Learned how to manage large datasets and analyse data using standard data management language service.
- Use SQL to access, create and update data stored in databases.
- Learned how to write complex queries in SQL to derive data from a database.
- Creating and manipulating databases with multiple related tables.
Skills
Network troubleshooting
Accomplishments
Accomplishments
- Co-founder of the Acton Vale Resident's Association, 12/01/21
- Organised residents to form an association.
- Chair monthly meetings and record discussions.
- Registered the association with the council.
- Ensure committee members have necessary resources.
Certification
Amazon Web Services (AWS) Certified Cloud Practitioner - Amazon Web Services.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
First Line IT Services
Ormiston Academies Trust
06.2023 - 01.2025
NHS Test and Trace Operative
NHS Test and Trace
04.2021 - 12.2021
IT Helpdesk Junior
Global Link
01.2020 - 01.2021
Facilities associate
Zapp
01.2020 - 01.2021
Sales Assistant
Bookers Wholesale
03.2018 - 09.2018
William Morris Sixth Form
A-Level or Equivalent from Maths, Physics and Chemistry
09.2017 - 07.2019
Dormers Wells High School
GCSE or equivalent from English, Maths, Double science, Arabic, business, Physical education
09.2009 - 06.2015
Upskill Digital
SQL Code academy course
Amazon Web Services (AWS) Certified Cloud Practitioner - Amazon Web Services.
CompTIA Network+ - Computing Technology Industry Association.
Languages
English
Native language
Arabic
Upper intermediate
B2
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