Mulki Mohamed
London,United Kingdom
Summary
Experienced IT professional with proven expertise in ITIL frameworks, IT security , and cloud systems management . Adept at aligning technology solutions with user needs to improve service delivery and operational efficiency. Strong background in VPN management , remote support , and helpdesk operations across diverse environments. Skilled in using Microsoft Azure and Jamf for secure, scalable infrastructure management. Committed to advancing IT systems while ensuring compliance, security, and user satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work history
Information Technology Support Analyst
The Trade Desk
London, United Kingdom
06.2021 - 05.2025
- Provided end-to-end IT support for large-scale infrastructure, assisting cross-functional teams across global regions.
- Managed and triaged incidents, requests, and service tasks using Jira for over 1000 users in EMEA, ensuring high service standards and SLA adherence.
- Collaborated with internal IT teams to troubleshoot and resolve complex technical issues, supporting infrastructure and performance improvements.
- Provided technical support across Windows, macOS, and Linux environments, including software/hardware troubleshooting, device deployments.
- Oversaw day-to-day IT operations for EMEA region , addressing region-specific requirements..
- Supported Identity and Access Management (IAM) initiatives, including onboarding/offboarding, access provisioning, and ensuring compliance.
- Actively participated in compliance and audit projects , ensuring alignment with corporate policies and industry regulations (e.g., GDPR, ISO standards).
- Served as subject matter expert and mentor for IT Operations Analysts in EMEA, fostering knowledge sharing and team development.
- Led office site builds in Dubai, Stockholm, and Paris, overseeing tech deployment, infrastructure setup, and site assessments for seamless go-live
Cloud Support Analyst
REED
London, United Kingdom
07.2020 - 06.2021
- Delivered 1st line technical support to end users via phone, email, face-to-face, and remote access tools, ensuring timely resolution of incidents and service requests.
- Utilised ServiceNow to log, manage, and escalate tickets in line with SLAs, ensuring consistent and high-quality service delivery.
- Provided technical support for user accounts (Active Directory/Azure AD), email (Exchange/Outlook), VPN, VoIP, cloud file sharing (OneDrive, SharePoint), collaboration tools (Teams, Zoom), and printing services.
- Created and contributed to internal Knowledge Base Articles , helping to improve first-time resolution rates and onboarding efficiency.
- Managed Office 365 environments and performed mobile device management via Microsoft Intune..
- Diagnosed and resolved software and hardware issues across Windows 10, iOS, and Android devices, including mobile onboarding and rollout.
ESL Private Tutor
Self Employed
London, United Kingdom
10.2018 - 07.2020
- Prepared students for the Graded Examinations in Spoken English (GESE) to support UK citizenship applications.
- Trained students for the Life in the UK test through tailor-made lessons following objectives provided.
- Ensured knowledge retention with the use of engaging revision techniques.
Instructor
Boeing
Doha
07.2017 - 10.2018
- Taught English and IT skills to Military personnel in the Qatari Airforce with a software program (DynED).
- Collaborated with instructors and supervisors to chart and deliver positive digital literacy outcomes.
- Managed online student data-base, through inputting students' monthly report and eligibility for DLI testing.
English Language Teacher
Al-Imam Muhammad Ibn Saud Islamic University
Al-Riyadh Governorate
02.2016 - 06.2017
Customer Service Assistant
Marks and Spencer
Golders Green, London
10.2013 - 01.2016
Education
IT Technician Traineeship - Information Technology
IT Career Switch
London 01/2019 - 01/2020
BA - English and Media Arts
St. Mary's University
London 10/2010 - 06/2013
Skills
- Operating Systems : Windows, macOS, Linux
- Cloud Platforms : Microsoft Azure
- Ticketing Systems : Jira, ServiceNow
- Networking : VPNs, TCP/IP, DNS
- Security : Endpoint protection, MFA, Antivirus software
- Device Management : Jamf Pro, MDM, Active Directory
- Remote Support : TeamViewer, RDP
- IT security principles
Certification
CompTIA A+
CELTA
References
References available upon request.
Timeline
Information Technology Support Analyst
The Trade Desk
06.2021 - 05.2025
Cloud Support Analyst
REED
07.2020 - 06.2021
ESL Private Tutor
Self Employed
10.2018 - 07.2020
Instructor
Boeing
07.2017 - 10.2018
English Language Teacher
Al-Imam Muhammad Ibn Saud Islamic University
02.2016 - 06.2017
Customer Service Assistant
Marks and Spencer
10.2013 - 01.2016
IT Technician Traineeship - Information Technology
IT Career Switch
01/2019 - 01/2020
BA - English and Media Arts
St. Mary's University
10/2010 - 06/2013
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