Shaan Khan
London
Summary
Immersed in diverse experience within technology support roles. Possess unique skill set focused on troubleshooting, problem resolution and customer service excellence. Capable of enhancing company performance through comprehensive technical support.
Offering strong problem-solving skills and keen ability to learn quickly. Knowledgeable about customer service principles, technical troubleshooting, and communication techniques. Ready to use and develop analytical, technical, and communication skills in [Desired Position] role.
Overview
12
12
years of professional experience
2019
2019
years of post-secondary education
Work history
Support Engineer
Amius Limited
London
07.2024 - Current
- Oversaw administration of ICE, TT, Bloomberg, Salesforce, Aircall, and Monday systems.
- Resolved issues with Trader Excel data sheets to ensure accurate market data retrieval.
- Collaborated with development team to troubleshoot in-house application efficiently.
- Ensured server configurations adhered to industry best practices, preserving data integrity.
- Built Zendesk ticketing system and generated weekly reports on trending issues.
- Updated knowledge base within SharePoint to mitigate key man risk on technical issues.
- Reviewed Docker services operating on Linux and managed server resources in Windows.
- Optimised workflows for onboarding and offboarding employees within the company.
- Building and managing laptops, PC's and virtual machines.
Technical Support Analyst
Mandara Energy Ltd
Barbican
12.2021 - 02.2024
- Dedicated Technical Support Analyst with 2 years of experience in the natural commodity trading industry. Proven expertise in providing comprehensive support for users’ desktops, laptops, meeting room equipment & more. Supporting internal & bespoke applications, this includes IRM (Internal Risk Manager), VAR, Traders P&L’s, Blotter and managing external tools such as Microsoft Office, Intune, Sharepoint, vSphere, PuTTY, Azure, MySQL, and MSSQL. Adept at troubleshooting technical issues, ensuring seamless system operations, and delivering exceptional customer service.
- Collaborate with cross-functional teams to implement and maintain IT infrastructure supporting commodity trading activities.
- Utilize vSphere for virtualization management, ensuring efficient resource allocation and system scalability.
- Employ PuTTY for secure remote access and administration, enhancing system security and accessibility.
- Manage and maintain databases on Azure, MySQL, and MSSQL, ensuring data integrity.
- Collaborate with end-users to identify and address technical challenges, delivering prompt and effective solutions.
- Contribute to the development and implementation of IT policies and procedures to enhance overall system reliability.
Technical Support Specialist
OneOcean
Enfield
12.2019 - 11.2021
- Since graduating in Computer Networking, I was eager to gain experience in my desired field. I was presented with an opportunity to work in the largest supplier of voyage solutions in the maritime industry.
- My role involved a ticketing system to provide application support, assisting vessels with any discrepancies they encounter within the software. The role revolves around the following:
- Working through tickets to provide solutions for vessels (Web Help Desk & Salesforce)
- Receiving Inbound and making outbound calls
- Inspecting Log files/PostgreSQL
- Providing remote support via TeamViewer
- Ensuring vessels configuration are correct
- Providing relevant products when required (Digital Licences, Permits, etc.)
- Testing new patch updates
- Weekend Rotation
- The above concludes my day-to-day procedure. To Summarise, the experience gained has prepared me for the ever-evolving world of technical support, as I understand the targets that need to be met and the protocol of using ticketing systems.
Device Support Technician
Just-Eat
Borehamwood
08.2017 - 10.2019
- The leap from retail to an office environment has aided me since the work ethics differ, and through this I’m able to adapt to new working environments.
- As my current role involves maintaining and repairing devices for restaurant partners, this has also aided me for networking issues that may arise as devices will lose signal and my role focuses on ensuring that the devices can locate a signal and attach themselves to it, so they can process orders with no issues.
- From working in an office environment, it has matured me immensely and has given me an insight of the type of field I would like to get into since I’ve graduated.
- As Just-Eat is an highly reputable company, maintaining high standards of work is a requirement and to also complete the workload in a certain time scale has benefitted me as time management is essential to completing the desired workload in time.
- Quickly adapting to the role was key as the device need to be operating for the restaurant and company to obtain revenue and keep the standards to a certain expectation.
- Lastly, signal issues with devices aren’t the only problem that can occur, this department I’m assigned to will also encounter issues like; overheating machines, printing issues, power issues, etc.
Customer Assistant
Boots
Harrow St. Georges
10.2014 - 08.2017
- After previously working in a similar store on the high street with lower quality and value items, I increased my workload, commitment and pay when joining this company which mainly caters to managers and customers with higher expectations.
- With the strict schedules within retail, this role allowed me to learn and apply the skills needed for excellent time keeping and adherence.
- I was able to experience first-hand the impact of a colleague not adhering to their schedule.
- These experiences motivate me to make sure I am there whenever expected to make sure a higher workload isn’t caused for those who do take their responsibilities as serious as I do.
- During my time in this occupation, I was able to experience being the new member of staff, a young addition to a seemingly much older set of colleagues.
- After nearly three years, I have now become a vital cog within my shifts by helping colleagues with queries which could only be answered by someone with my experience.
- I was able to add to customer services on the phone, customer services within a busy and frantic high street store to now helping customers in a store inside a shopping centre with a visit they had probably been planning prior to visiting.
- To summarise, I enhanced my customer service skills.
Customer Assistant
Superdrug
Barnet
01.2014 - 10.2014
- Working in a store which is a household name on the high street gave me the ability to consistently offer quality customer service; treating each person as an individual customer.
- Also working in a large franchise has developed my skills in time keeping and meeting deadlines as each task has to be completed promptly in order for the store to run smoothly.
- Plying my trade on the till also enhanced my ability to be able to sell key items with limited amounts of time with the customer; learning the ability to be concise yet persuasive in a sales situation.
Education
BSc (HONS) - Computer Networks
Middlesex University
HendonSkills
- Technical Skills: Vsphere, Putty, Visual Cron, Treesize, Consul, Argo, Linux, Windows, CrowdStrike, Salesforce Admin, Cisco DUO Admin, Auth0, ICE, TT & Bloomberg Admin
- Helpdesk experience
- Hardware troubleshooting
- SQL database knowledge
- Zendesk Admin/Reporting/Knowledge base
- Jira
- Intune device management
- O365 Admin
- Azure/Entra Admin
- Automox Patch Deployments
- Monday Admin
- Soft Skills: Problem Solving; Interpersonal Skills; Punctual & Motivated; Trouble Shooting; Highly Organised
References
References available upon request.
Interests
- ADDITIONAL WORK EXPERIENCE
- Police cadets; I took part in the Brent Volunteer Police Cadets; every Wednesday evening i would attend the organisation, this improved my social skills and taught me valuable lessons in how to adjust myself in unfamiliar situations or environments. It has also lead me to take part on some nights away on camping trips, which have further improved my adaptability to various situations by giving me the necessary methods to expand my thinking when solving problems., TRAINING & INTERESTS Hobbies & Interests; Sports, travelling, going to the gym, socializing with friends, playing football weekly to remain fit.
Timeline
Support Engineer
Amius Limited
07.2024 - Current
Technical Support Analyst
Mandara Energy Ltd
12.2021 - 02.2024
Technical Support Specialist
OneOcean
12.2019 - 11.2021
Device Support Technician
Just-Eat
08.2017 - 10.2019
Customer Assistant
Boots
10.2014 - 08.2017
Customer Assistant
Superdrug
01.2014 - 10.2014
BSc (HONS) - Computer Networks
Middlesex University