Nadeem Faheem
Sutton
Summary
Versatile and results-driven IT professional with extensive experience in Office 365 administration, AWS, and hybrid Exchange environments. Proven expertise in managing enterprise tools including ServiceNow, Jira, Spiceworks, and Citrix XenDesktop. Strong command of Active Directory (AD/Azure), GPO management, and VPN technologies. Skilled in supporting and troubleshooting a wide range of systems such as Microsoft Teams, Outlook, JDE, and SharePoint. Proficient in automation and deployment using PowerShell, MDT/SCCM, PDQ, and VMware virtualization. Solid understanding of LAN/WAN networks, Cisco VoIP, Apple Business Management (ABM), and mobile device management solutions including AirWatch and Microsoft Intune. Dedicated to optimizing IT operations and delivering high-quality support within fast-paced managed service provider environments.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work history
Associate III – (Service Desk Analyst I - III)
Schroders
05.2024 - 06.2025
- AWS Access
- Onboarding/Offboarding
- Apple Support
- Amazon Connect
- Bomgar
- T24 / Aladdin Support
- Network Support
- MS Intune/Azure
- Service Now/ Jira
Infrastructure Analyst
AIG
10.2023 - 05.2024
- Jira Admin Support
- Device Management
- New Starter Equipment (Imaging)
- AWS Access
- Server Access
- Printer Support
- O365 (Teams Support)
- Apple Business Management (ABM)
- Air watch (Iphone, Andriod, Ipad)
- Telephone System (Genesys)
- OKTA Verify (Authenticator)
- VIP Support (Onsite and Remote)
- Zscaler
IT Service Desk Analyst
British Redcross
11.2022 - 10.2023
- New Starter Process, creating and caching new starters profiles.
- Printer Support (Ricoh)
- 0365 Admin
- Microsoft Exchange
- Device Management (Microsoft Intune Admin Center)
- Zoom Account creation and modification
- Creating new mailboxes i.e. User mailboxes, shared mailboxes, resource mailboxes and Distribution lists.
Service Desk Technician 1st – 3rd line
AXA Partners
Redhill
06.2021 - 11.2022
- First point of contact for all IT queries for 1000 UK and Athlone based users
- Windows deployment - Installation / roll out of windows 10.
- Provide excellent customer Service to all end users.
- Ownership of Incidents and requests via ServiceNow
- New Starter Process, creating and caching new starters profiles.
- Hardware diagnostics and fix issues where possible
- Escalate issues to vendor (Dell laptop Support)
- Deploy packaged Software via PDQ
- Diagnose and resolve Network speed issues for home users where required.
- Continual mobile phone Support for Android and Apple devices
- Diagnose and resolve local machine users profile issues
- Escalate Incidents and Requests to other IT teams via ServiceNow
- Diagnose and resolve Office O365 issues for local apps and Xenapp environment
- Printers Support (Xerox Network Printers)
- AD – Assets and Users management.
- Recycle and update retired Assets
- Manage un-assigned Queues, Walk in users and calls
- Follow ITIL best practices
- Deploy Phone Devices
- Network printer support
- Software packaging & Deployment through PDQ
- Creating new mailboxes i.e. User mailboxes, shared mailboxes, resource mailboxes and Distribution lists.
- Network access management.
- Imaging, re-imaging laptops and desktops.
1st – 3nd Line Service Desk Analyst
AMYA UK
Farnham
05.2020 - 06.2021
- Company Overview: Charity organisation
- First point of contact for all IT queries for 2000 UK based users
- Windows deployment - Installation / roll out of windows 7 & 10.
- Provide excellent customer Service to all end users.
- Ownership of Incidents and requests via Spiceworks.
- Resolve 1st and 2nd line issues.
- Create and manage accounts/user IDs.
- Managing tickets via calls, emails and Portal
- Receive and record all calls to the Helpdesk.
- Remote Support
- Help with documentation of Service Desk fixes and processes, keeping the knowledgebase up to date.
- Maintaining a high-resolution rate.
- Mobile phone queries, management, setup and repair
- Keep users informed of the status of their tickets.
- Configuration of PCs and Deployment of Software to users.
- Pc installations (Hardware and Software)
- PC-Support (Hardware and Software)
- Follow ITIL best practices.
- Charity organisation
Technical Assistant
Computer Fix
Lahore
09.2016 - 01.2018
- Assemble PCs to customer specifications
- Pc-Support (Hardware and Software)
- Troubleshoot windows Issues.
- Telephone support
- Guiding customers through PC setup
- Provided excellent Customer Service
- System Management
- Laptop Troubleshooting
- Printer Solution
Education
HND - Software and App Development
West Thames College
01.2019 - 01.2020
HNC - Software and App Development
West Thames College
01.2018 - 01.2019
Bachelor’s Degree - software Engineering
Superior University
01.2014 - 01.2018
Intermediate - Computer science
Superior College
01.2012 - 01.2014
Skills
- Office365 administration
- AWS
- Spiceworks / Jira
- Service Now
- Google Apps
- Cisco VoIP Phones / AVAYA / Amazon Connect / Genesys
- IPass/SSLVPN/Direct Access
- LAN/WAN technology
- Microsoft Lync/Skype for Business
- Microsoft Teams / Outlook
- JDE systems support
- AirWatch / Mobile iron / Apple Support /Touchdown / Boxer
- Microsoft Intune / Exchange
- Hybrid Exchange
- VPN
- AD/Azure Active Directory
- GPO
- Business Objects
- Help & Manual (trotise)
- PowerShell Scripting
- CMD
- Desktop/laptop hardware
- CITRIX (XENDESKTOP)
- Network Printers (Xerox)
- OKTA Verify / MS Authenticator / Google Authenticator
- Apple Business Management (ABM)
- MDT / SCCM
- PDQ (Application Packaging)
- EPO (McAfee)
- CMS
- Avaya Site Administration
- AREV
- Epangea
- SharePoint Access and Troubleshooting
- BYOD
- V-Sphere / VMware
- PuTTY
- WinSCP
- iPhone hardware
- Office 2007, 2013 and 2016
- Win 7, Win 10, IOS
- Window Server 2012, 2016, 2022
- WSUS
- Citrix environment
- SAGE, SEPA
- Managed Service Provider (MSP)
- Hyper-V
- Windows 11 Upgrade
- Root Cause Analyses
- Automation Process
- MAC Support
Languages
English
Native
Hindi
Native
Urdu
Native
Punjabi
Native
Timeline
Associate III – (Service Desk Analyst I - III)
Schroders
05.2024 - 06.2025
Infrastructure Analyst
AIG
10.2023 - 05.2024
IT Service Desk Analyst
British Redcross
11.2022 - 10.2023
Service Desk Technician 1st – 3rd line
AXA Partners
06.2021 - 11.2022
1st – 3nd Line Service Desk Analyst
AMYA UK
05.2020 - 06.2021
HND - Software and App Development
West Thames College
01.2019 - 01.2020
HNC - Software and App Development
West Thames College
01.2018 - 01.2019
Technical Assistant
Computer Fix
09.2016 - 01.2018
Bachelor’s Degree - software Engineering
Superior University
01.2014 - 01.2018
Intermediate - Computer science
Superior College
01.2012 - 01.2014
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