MULKI HASSAN
London
Summary
I am a proactive IT Support Engineer with 15 months of experience in 1st line support. Skilled in ITIL v4, I excel in analyzing support needs, identifying gaps, and implementing solutions to enhance IT reliability. I have hands-on experience with cloud services like Azure, AWS, and Office 365, and support expertise in email systems, antivirus software, Microsoft Office, and Active Directory. I’m proficient in using remote tools (MECM/SCCM), VPN solutions (AnyConnect/GlobalProtect), and managing devices such as Dell, Toshiba, HP laptops, and Mac products. I also support videoconferencing platforms like Zoom and Teams to ensure seamless communication.
Overview
12
12
years of professional experience
2030
2030
years of post-secondary education
1
1
Certification
Work history
ICT Project Support
OFCOM
05.2024 - 08.2024
- Assisted with all new devices to be uploaded in the IT Asset Management system i.e
- ServiceNow & Absolute
- Ensure that all device details are accurately recorded and updated as needed
- Manage inventory levels to support project requirements
- Asset tagging devices with appropriate labels for easy identification and tracking
- This includes both physical tagging and updating the digital records in the ITAM system
- Build the devices with company image and work alongside the wider team and report any issues to service desk manager
- Perform secure wiping of devices to ensure data protection before redeployment or disposal
- Manage the build room environment to ensure it is organized and secure
- Maintain an inventory of build room supplies and equipment
- Ensure the build room is compliant with health and safety standards
1st Line Support
Global Net
08.2022 - 08.2023
- Logging calls and prioritising them using ServiceNow ticketing system
- Completing tickets within SLA to adhere company policies
- Creating mailboxes using Microsoft Exchange and Office 365
- Handling starters and leavers adhering the company policy
- Creating domain user accounts using Microsoft Active Directory
- Deploying and configuring mobile devices using Microsoft Intune MDM
- Providing support for corporate users both on site and remotely
- Supporting, configuring, and troubleshooting VPN clients
- Configuring and troubleshooting authentication using MFA and BitLocker
- Installing and configuring Wi-Fi routers and endpoints
- Managing network services such as DNS/DHCP/VPN/Wireless
- Installing authorized software on laptops, computers, and phones
- Resolving various hardware faults relating including AV equipment
- Troubleshooting network devices such as IoT devices, printers, IP phones
Customer Advisor
BT
05.2018 - 05.2022
- Address inquiries and resolve service/billing issues
- Guide troubleshooting and address tech issues
- Recommend BT products/services
- Inform about upgrades and offers
- Document interactions and update databases
- Collect and report feedback
- Collaborate and attend training sessions
Radiography department assistant
Leicester Royal Infirmary
09.2012 - 07.2016
- Organising inpatients list for imaging
- Booking patient in for examinations
- Communicating with staff on wards
- Chaperone in the ultrasound room during examination
- Stocking up in the department
- Cleaning room and equipment
- Assisting radiographers in the examination room
- Dealing with enquires on the phone
- Giving directions to patients
- Preparing procedure packs
- Faxing reports to GP surgeries
- Booking transport for patients
- Filing documents
- Requesting medical records outpatient procedures
- Sending medical records
Education
Diagnostic Radiography -
Exeter University
01.2016 - 01.2017
Access to Higher Education - undefined
Derby University
01.2015 - 01.2016
Double Health and Social care and Sociology - undefined
Gateway College
01.2009 - 01.2011
3 GCSE passes, including English and Maths -
Gateway College
01.2007 - 01.2008
Civil service course -
(Skills First)
Skills
- Analytical Skills
- ITIL framework
- Teamwork
- Problem solving
- Re-prioritization
- Organizational skills
- Work ethics
- Communication skills
- User training
- Information retention
Certification
- CompTIA A+, 2022
- CompTIA Network+ Training Course, 2022
- Microsoft Windows 10 Professional, 2022
- Windows Server 2019 Administration, 2022
- ITIL Foundation v4, 2022
Reference
Available upon request
Languages
Somali
Native
Dutch
Intermediate
Timeline
ICT Project Support
OFCOM
05.2024 - 08.2024
1st Line Support
Global Net
08.2022 - 08.2023
Customer Advisor
BT
05.2018 - 05.2022
Diagnostic Radiography -
Exeter University
01.2016 - 01.2017
Access to Higher Education - undefined
Derby University
01.2015 - 01.2016
Radiography department assistant
Leicester Royal Infirmary
09.2012 - 07.2016
Double Health and Social care and Sociology - undefined
Gateway College
01.2009 - 01.2011
3 GCSE passes, including English and Maths -
Gateway College
01.2007 - 01.2008
Civil service course -
(Skills First)
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