SAZWAN FARAAS AHAMAD SHEIK
Birmingham,UK
Summary
Proactive and detail-oriented IT Support Specialist with a strong foundation in providing first- and second-level technical support for hardware, software, and networking issues. Experienced in troubleshooting Windows and Mac operating systems, managing Active Directory, and resolving technical issues upon first contact. Adept at remote support, user account management, and training junior technicians. Passionate about ensuring optimal system performance, end-user satisfaction, and compliance with IT policies and best practices.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
IT Engineer
NHS Coventry and Warwickshire Partnership Trust
Coventry, West Midlands
02.2025 - Current
- Delivered first-line and second-line support for Windows 11, both remotely and onsite, ensuring minimal disruption to NHS staff operations.
- Played a central role in the Windows 11 rollout project, including device preparation, imaging, compatibility checks, user migration, and post-deployment support.
- Provided tailored support for non-technical users, guiding them through new system features, login procedures, and essential applications to ensure confidence and productivity post-upgrade.
- Imaged and deployed desktops and laptops across the network using SCCM and Microsoft Intune, ensuring devices were compliant with security and configuration standards.
- Managed user accounts and permissions in Active Directory (AD), including onboarding, offboarding, and password resets.
- Conducted hardware maintenance including SSD replacements, peripheral installations, and hardware diagnostics.
- Responded effectively to incidents and service requests logged via the IT Service Desk, prioritizing based on impact and urgency to meet SLA targets.
- Supported networking tasks, including basic switch port patching, cable management, and device connectivity troubleshooting.
- Maintained strong cybersecurity awareness, assisting with endpoint protection, patch management, and user education in line with NHS policies.
- Handled sensitive information and IT services with a strong understanding of data privacy, governance, and NHS IT compliance standards.
On-Site IT Technician
University Of Birmingham
Birmingham, UK
10.2024 - 01.2025
- Conducted on-site troubleshooting, diagnostics, and repairs of hardware components and software issues in a prison environment
- Maintained accurate records of hardware incidents, implemented solutions, and documented preventive measures to minimize recurring issues
- Provided timely and effective communication to clients and stakeholders regarding issue resolution progress
- Adhered to security protocols and regulations governing correctional facilities, ensuring compliance with strict operational standards
- Resolved tickets at first point of contact whenever possible and escalated complex issues to relevant support teams
- Updated Knowledge Base (KB) articles to enhance team efficiency and support end-user self-service
- Established and maintained strong relationships with other IT teams through effective communication and collaboration
- Conducted training sessions for new Service Desk staff, promoting a culture of knowledge sharing and continuous learning
IT Support Specialist
Sify Technologies Limited
Chennai , India, UK
06.2022 - 07.2023
- Acted as a single point of contact for IT issues and queries, resolving a high percentage of support requests upon first contact
- Provided first-line support by troubleshooting software and hardware issues, and escalating complex incidents as necessary
- Assessed business impact of IT incidents and accurately assigned SLAs, following defined escalation procedures
- Took ownership of user issues, maintained consistent follow-up, and communicated progress in a timely and professional manner
- Published, updated, and utilized support documentation and Standard Operating Procedures (SOPs) to assist staff with information requests
- Ensured compliance with Incident Management protocols and SLAs, delivering exceptional customer service aligned with ITIL/service management principles
- Arranged third-party support for unresolved in-house issues, liaising with vendors/suppliers to ensure timely resolution
- Collaborated with IT teams on system upgrades, deployments, and enforcement of IT security protocols
- Maintained IT asset information and collated compliance data to support adherence to operational standards
Education
MSc. - Cybersecurity
University of Birmingham (NCSC)
09.2023 - 09.2024
B.E. - Computer Science Engineering
Sri Sai Ram Engineering College
01.2019 - 01.2023
Skills
- Troubleshooting desktop/laptop hardware
- Troubleshooting software
- Troubleshooting peripheral issues
- Diagnosing technical issues
- Resolving technical issues
- Windows 10
- Windows 11
- MacOS
- Linux
- Microsoft 365
- Teams
- SharePoint
- OneDrive
- Active Directory
- Group Policies
- LAN
- WAN
- Wi-Fi
- VPN connectivity
- TeamViewer
- AnyDesk
- Remote Desktop Protocol
- ServiceNow
- Jira
- Mobile Device Management
- Asset Management Database
- Mail Security Platforms
- Anti-Virus Management Consoles
- SLAs
- Escalation procedures
- Service management principles
- Interpersonal skills
- Customer service skills
PROJECTS
Microsoft 365 Deployment and User Training
- Deployed and configured Microsoft 365 applications (Teams, SharePoint, OneDrive) for 150 users.
- Provided user training to improve operational efficiency and maximize tool adoption.
- Achieved a 30% reduction in user support tickets related to Microsoft 365 usage.
Active Directory Implementation
- Migrated user accounts and configurations to a new Active Directory domain.
- Implemented group policies to standardize user permissions and enhance security.
- Improved system uptime and reduced user login-related incidents by 40%.
Remote Support Enhancement Initiative
- Established and optimized remote support workflows using TeamViewer and RDP.
- Reduced resolution times for remote users by 25% through improved troubleshooting processes.
Certification
- CompTIA A+
- IT Academy: Network Virtualization Concepts
- CompTIA Security +
- Microsoft Philanthropies Cyber Security
Timeline
IT Engineer
NHS Coventry and Warwickshire Partnership Trust
02.2025 - Current
On-Site IT Technician
University Of Birmingham
10.2024 - 01.2025
MSc. - Cybersecurity
University of Birmingham (NCSC)
09.2023 - 09.2024
IT Support Specialist
Sify Technologies Limited
06.2022 - 07.2023
B.E. - Computer Science Engineering
Sri Sai Ram Engineering College
01.2019 - 01.2023
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