Naseem Ahmed
IT Operations Support Analyst
Luton
Summary
A versatile and security-cleared IT professional with a BSc in Computer Science from the University of Hertfordshire and hands-on experience in IT support, service desk operations, and cybersecurity. I bring proven expertise in technical troubleshooting, IT service management, asset lifecycle management, and stakeholder communication. Holding certifications including CompTIA A+, ITIL 4, and Security+, I combine strong technical knowledge with exceptional customer service skills to deliver reliable, efficient, and secure IT solutions. Passionate about continuous professional development, I am committed to expanding my expertise and driving value within innovative IT environments.
Overview
3
3
years of professional experience
5
5
Certification
Work History
IT Operations Support Analyst
Computacenter plc
Hertfordshire
09.2025 - Current
- Supported IT service requests and incident workflows by tracking hardware, assets, and service activities in SAP and internal systems.
- Managed full IT asset lifecycle, including receiving, imaging, tracking, auditing, and secure decommissioning of enterprise devices.
- Coordinated with engineers and enterprise clients to diagnose, escalate, and resolve hardware and warranty-related issues.
- Maintained accurate asset, warranty, and configuration records in line with IT governance and compliance standards.
- Monitored SLAs and produced service and inventory reports using Excel and internal reporting tools to support operational decision-making.
Service Desk Analyst
Issured Limited
Milton Keynes
01.2025 - 09.2025
- Provided first-line technical support, resolving an average of 15–20 tickets daily across hardware, software, and networking issues.
- Installed, configured, and maintained desktops, applications, and network peripherals in accordance with company standards.
- Ensured compliance with data protection regulations and maintained secure user environments.
- Collaborated with internal teams and escalated 5–10% of complex cases to senior engineers.
- Managed hardware and software asset tracking, achieving 97% compliance across multiple tenancies.
- Supported IT projects including system upgrades and vulnerability patching initiatives.
- Implemented improved maintenance schedules, reducing downtime by 20%.
- Managed IT tickets via Zoho CRM with a 100% on-time resolution rate.
- Delivered specialist macOS and Windows 10–11 support, including Active Directory administration and Microsoft 365 integration.
Junior IT Support Technician
TSN Academy Ltd
Hayes, London
01.2023 - 01.2025
- Progressed from part-time to full-time role through strong performance and technical capability.
- Resolved 15–20 daily support tickets covering hardware, software, and networking issues.
- Installed and maintained systems, applications, and network infrastructure.
- Ensured compliance with organisational security policies and data protection regulations.
- Supported IT projects including upgrades, rollouts, and network expansion.
- Managed hardware/software inventory with 100% licensing accuracy.
- Conducted backups and contributed to disaster recovery planning.
- Managed tickets via Salesforce and ServiceNow, maintaining a 95% on-time resolution rate.
- Delivered macOS and Windows support within a mixed enterprise environment.
Education
BSc (Hons) - Computer Science
University of Hertfordshire
09.2023
Certification
- Bachelor of Science in Computer Science, Completed, 2023-09-01
- CompTIA A+, Certified, 2024-07-01
- Qualys VMDR, Certified, 2024-08-01
- Fortinet FCF, Certified, 2024-08-01
- AWS Security Plan, Certified, 2024-08-01
- E-Council Build Own Network Lab in VMware, Certified, 2024-08-01
- Microsoft Career Essentials in System Administration, Certified, 2024-09-01
- Applying ITIL 4 Foundations, Certified, 2024-09-01
- ITIL 4 Foundation Certificate in IT Service Management, Certified, 2025-03-01
- Networking Fundamentals Pathway, Certified, 2025-02-01
- Coassemble Security Awareness Briefing, Certified, 2025-02-01
- Exceptional Service Skills for Technical Support – Hamilton Mercer, Certified, 2025-06-01
- CompTIA Security+, Certified, 2026-01-01
- Security Cleared, Active
Skills
- Installation
- Configuration
- Troubleshooting
- Enterprise device lifecycle management
- Windows Server 2008
- Windows Server 2012
- Windows Server 2016
- Windows Server 2019
- Windows 11
- Windows 10
- Windows 8
- Windows 7
- MacOS
- Microsoft 365
- Active Directory
- Exchange 2010
- Exchange 2016
- WSUS
- Ethernet
- VLAN
- VTP
- STP
- RSTP
- DHCP
- DNS
- SNMP
- FTP
- TFTP
- VMware
- Hyper-V
- JavaScript
- Python
- React
- Nodejs
- HTML
- PHP
- C
- ServiceNow
- Salesforce CRM
- Zoho CRM
- TeamViewer
- RDP
- Excel
- Internal reporting systems
- Asset management platforms
- Strong interpersonal skills
- Strong communication skills
- SLA-driven delivery
Timeline
IT Operations Support Analyst
Computacenter plc
09.2025 - Current
Service Desk Analyst
Issured Limited
01.2025 - 09.2025
Junior IT Support Technician
TSN Academy Ltd
01.2023 - 01.2025
BSc (Hons) - Computer Science
University of Hertfordshire