Shan Mehmood
Crawley
Summary
Proactive and customer focused 2nd line support specialist with 5 years expertise in online security, incident monitoring, and issue investigation. Committed to leveraging skills to enhance operational efficiency and security protocols. Dedicated to delivering timely solutions and contributing to the seamless operation of IT services in dynamic environments.
Overview
8
8
years of professional experience
2018
2018
years of post-secondary education
1
1
Certification
Work history
IT Helpdesk Manager
Bramble Energy
09.2022 - 01.2025
- IT Support & Troubleshooting: Acted as primary contact for incidents at BE, providing 1st and 2nd line support and managing tickets within strict SLAs
- Software Management: Maintained software inventory, reduced license costs, and transitioned to free software to minimize business expenses
- Projects: Led IT hardware relocation from a 6,000 sq.ft to a 33,000 sq.ft office
- Assisted with office design, meeting room setups, installed TVs, conferencing equipment, and Wi-Fi optimization
- Also managed printer installations and workstations
Technical Specialist Technology
Virgin Atlantic Airways
05.2021 - 08.2022
- Company Overview: Tata Consultancy Company
- Troubleshoot, configure, and manage Apple devices via Intune and Asavie Moda
- Set up SIM contracts with third-party vendors (e.g., O2)
- Achieve KPI targets using ITIL management best practices
- Specialize in laptop hardware repairs and software troubleshooting
- Deliver reporting for weekly, monthly, and annual regulatory changes
- Proactively anticipate and mitigate security alerts, incidents, and disasters
- Define, implement, and maintain corporate security policies
- Train colleagues in technical roles and ensure skill development
- Tata Consultancy Company
Analyst, Technology Support
Virgin Atlantic Airways
08.2019 - 05.2021
- Administer Active Directory, Office 365, and Exchange
- Configure and manage Mobile Device Management tools
- Manage OS and application patching for security and stability
- Experience with PC networking and patching
- Repair Apple Macs and manage Air Watch/Casper
- Familiar with remote access clients (Pulse, Always On VPN)
- Highly skilled in ServiceNow
Sales Specialist
Halfords
07.2017 - 01.2019
- Exceptional customer service and specialist knowledge in bikes
- Team leader in the bike sales department
- PDI trained, able to build safety check and fully repair any bike
Education
GCSEs -
Holy Trinity COE Secondary School
Skills
- Organised and dedicated worker
- Online security
- Coaching
- Incident monitoring
- Issue investigation
- Content creation
- Remote support capability
Certification
- IT security certified
- Social media marketing certified
- Information technology diploma level 3
- Digital marketing certified
- SDI service desk analyst certified
- Professional content creator for small business
Timeline
IT Helpdesk Manager
Bramble Energy
09.2022 - 01.2025
Technical Specialist Technology
Virgin Atlantic Airways
05.2021 - 08.2022
Analyst, Technology Support
Virgin Atlantic Airways
08.2019 - 05.2021
Sales Specialist
Halfords
07.2017 - 01.2019
GCSEs -
Holy Trinity COE Secondary School
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