SALMAN OMAR
Birmingham
Summary
Knowledgeable IT team member with background setting up, maintaining and repairing user stations. Equipped to work independently on diverse support projects and keep impeccable records. Offers expert troubleshooting, critical thinking and problem-solving abilities.
Whilst also working at Keys I have been given the opportunity to work with the Inclusion and Diversity Committee which has developed me into a driven individual with deep commitment to fostering inclusive and equitable environments, demonstrating leadership and strategic thinking. Skilled in communication and conflict resolution, bringing valuable insights into team dynamics and organisational culture..
Overview
4
4
years of professional experience
2020
2020
years of post-secondary education
1
1
Certification
Work history
IT support engineer
Keys group
Dudley
03.2024 - Current
- Enhanced overall network performance implementing routine checks and updates.
- Maintained high client satisfaction with prompt technical support response times.
- Solved complex technical problems to ensure optimal performance of IT infrastructure.
- Participated in team meetings contributing valuable insights into improving IT processes within the organisation.
- Responded to emergency situations promptly minimising disruption to business operations.
- Installed and configured computer hardware components to enhance system functionality.
- Rectified IT issues by liaising with clients and troubleshooting software problems.
- Set up user accounts and passwords ensuring secure access to networks and systems.
- Managed helpdesk requests effectively reducing downtime experienced by employees.
- Assisted in cost reduction by recommending affordable yet reliable tech equipment for purchase.
- Provided efficient customer service through the installation, configuration, and maintenance of hardware and software systems.
- Established and supported wireless LAN controllers and access points to provide wireless solutions with streamlined hardware.
Specialist, IT Application Management
University Hospital Birmingham
Birmingham
08.2022 - 07.2023
- Built and maintained good working relationships with colleagues across business to increase IT support capabilities
- Resolved technical and application problems via helpdesk both over phone and in person
- Provided timely and prompt responses to and resolutions for technology service issues and requests
- Collated and wrote clear and concise documentation to assist users in accessing and utilising key software
- Diagnosed errors, failures and bottlenecks using software tools
- Solved hardware and software issues through in-depth systems analysis
- Set up user accounts and profiles to quickly onboard new staff and speed up operational capabilities
- Responded promptly to user requests to maintain and improve access and performance
- Troubleshot network and systems faults and escalated issues to central resources for swift solutions
- Updated support tickets with current statuses, clearing issue backlogs to meet KPI targets
Desktop Support
Khadra Daycare
Birmingham
12.2021 - 02.2022
- Acted as first point of contact for all IT and technical queries
- Offered clear, reliable desk-side support to internal service users, rectifying issues quickly and accurately
- Efficiently executed reliable fault fixes across network patching and structured cabling, reducing operational disruption
- Carried out thorough faultfinding after power down procedures, remedying issues quickly and effectively
- Handled support desk calls, communicating complex technical information clearly and succinctly for optimal service user understanding
- Managed power down procedures, ensuring IT equipment was appropriately shut down and relaunched
- Supported Microsoft Windows client OS (7,8,8.1 and 10)
- Created new email accounts and mailbox for new staff
- Maintained professional standard to produce a high level of customer service
Education
BTEC Extended Diploma - science
Solihull Sixth Form College
Skills
- Active directory: User, Permissions and GPOs
- Office 365
- Basic Python and Linux knowledge
- FreshService Ticket System
- Microsoft Windows OS and Mac OS
- Advanced problem solving and numeracy skills
- Accomplished communication skills, both written and verbal, developed through numerous essays and presentations given during my time at college
- Ability to take the initiative and work well under pressure, ensuring strict deadlines are met as successfully demonstrated during work experience placement project
- Flexibility, whilst maintaining enthusiasm and commitment to each project
- Client supporting
- Desktop support
- User-experience improvements
- Mobile app production
- Access Management
- Anti-Discrimination law understanding
- Knowledge of GDPR
- Corporate social responsibility knowledge
- Diversity advocacy
- Effective networking
- Unconscious bias training
- HR policies implementation
Certification
CompTIA certification: A+ and Network
Custom
- Playing football with a local team during my free time and recently won a trophy in a tournament playing at Aston University.
- Furthering my study in IT by learning coding using Python language.
Languages
English
Native
Timeline
IT support engineer
Keys group
03.2024 - Current
Specialist, IT Application Management
University Hospital Birmingham
08.2022 - 07.2023
Desktop Support
Khadra Daycare
12.2021 - 02.2022
BTEC Extended Diploma - science
Solihull Sixth Form College