Naveed Ahmad
Technology Support Manager
London
Summary
Accomplished Technology Support Manager with over 20 years of experience leading IT teams across diverse sectors. Focused on enhancing customer-centric support and driving automation initiatives. Demonstrated success in improving SLA performance and user experience through strategic innovation and collaborative leadership. Committed to leveraging training and engagement strategies to build strong teams and elevate performance.
Overview
6
6
Certificates
23
23
years of professional experience
Work History
Technology Support Manager / EUC Team Lead
Paragon Customer Communications
London, England
03.2021 - Current
- Lead 14 engineers across the UK, Dubai, and Europe; set direction, manage performance, and maintain a proactive, customer-first culture with consistent SLA adherence.
- Senior technical escalation points for 900+ hybrid users — bridging frontline teams, internal stakeholders, and third-party suppliers.
- Delivered a 30% reduction in JML cycle times through PowerShell automation, monitoring frameworks, and self-service knowledge bases.
- Own incident, change, and problem management in ServiceNow/Jira; produce KPI dashboards and CI roadmaps for senior leadership.
- Administer M365 (Exchange, Teams, SharePoint), Azure AD, and Intune across a regulated, compliance-driven environment.
- Manage vendor negotiations, hardware/software procurement, and the full onboarding/offboarding lifecycle.
- Implemented ITIL best practices, improving service delivery and reducing incident resolution times.
Senior Technical Engineer (Contract)
Delta Bit Ltd
09.2015 - 07.2023
- 24/7 global support for 500+ users in financial services — 99% uptime, strict SLA and regulatory compliance maintained throughout.
- Tier 1–3 escalation across Windows Server, VMware, and Cisco; supported Bloomberg and Molecule trading platforms.
- IT security governance: system hardening, patch management, and compliance audits.
- Analyzed complex technical challenges, providing innovative solutions for improved efficiency.
Senior Technical Support Engineer
CLC World Resorts & Hotels
05.2013 - 11.2020
- 2nd–3rd line support for 1,000+ users across global multi-site hospitality operations; Windows Server, AD, Exchange, VMware, Citrix.
- Led Office 365 migration and infrastructure modernization across international sites — on time, on budget, with minimal disruption.
- Introduced root cause analysis and problem management processes, reducing recurring incident rates.
Senior Technical Support Engineer
Cubit Technology Ltd
09.2012 - 03.2013
- Managed IT support for 30+ SME clients across Finance and PR; executed O365 migrations and infrastructure overhauls.
- Evaluated new support technologies to enhance operational capabilities, aligning solutions with business objectives.
Technical Support Engineer
Westminster Kingsway College
05.2003 - 08.2012
- Supported 2,400+ users and led a 1,000-workstation campus relocation, ensuring timely completion and adherence to budget while mentoring junior engineers to strengthen team skills.
- Delivered Wi-Fi, LAN, SAN, and VDI server migrations as primary IT point of contact for senior academic leadership, facilitating smooth technology transitions and enhancing user experience.
- Diagnosed and resolved software and hardware issues, improving operational efficiency and reducing downtime.
- Diagnosed and resolved software and hardware issues, enhancing operational efficiency and minimising downtime.
Education
BSc (Hons) - Computer Science
University of Westminster
London, UK01-2001
Skills
ITSM / ITIL
ServiceNow & Jira
Incident management
Change management
Microsoft Azure
Problem resolution
User training
Team leadership
Decisive decision-making
Critical thinking
Teamwork and collaboration
Conflict resolution
Certification
AZ-104: Microsoft Certified Azure Administrator - 2025
Interests
Participated in the Dragon Boat Race - Fundraising efforts for Islamic Relief UK Charity, Developing my knowledge and creating a multiagent systems’ architecture for AI
Timeline
Technology Support Manager / EUC Team Lead
Paragon Customer Communications
03.2021 - Current
Senior Technical Engineer (Contract)
Delta Bit Ltd
09.2015 - 07.2023
Senior Technical Support Engineer
CLC World Resorts & Hotels
05.2013 - 11.2020
Senior Technical Support Engineer
Cubit Technology Ltd
09.2012 - 03.2013
Technical Support Engineer
Westminster Kingsway College
05.2003 - 08.2012
BSc (Hons) - Computer Science
University of Westminster
Section name
- References available upon request
- Available for interview at short notice