Sohaib Khan
Luton
Summary
Experienced IT Professional of providing 1st and 2nd line support, both on-site and remotely. Renowned for quickly resolving technical issues to minimize downtime and maintain seamless operations. Proficient in troubleshooting, problem-solving, and delivering outstanding customer service. Well-versed in ITSM and ITIL best practices. A dependable and detail-oriented professional, dedicated to providing exceptional IT support and consistently exceeding expectations.
Overview
5
5
years of professional experience
9
9
years of post-secondary education
Work history
Desktop Support Engineer
EasyJet
Luton
2024.01 - Current
- Resolving 1st/2nd line incidents while meeting SLA’s and fulfilling user request
- Provide technical support for desktop, laptop, peripheral, and software issues
- Microsoft Autopilot through Intune, building/managing devices
- Administration of office 365 admin, active directory
- Windows 10/11 support
- MDM support via Intune/Azure for laptops, tablets, IOS/Android
- Deliver remote assistance via remote desktop tools for troubleshooting, updates, and maintenance
- Manage tasks involving Active Directory and Intune
- Support and maintain workstation configurations and perform hardware replacements
- New starter and leaver process
CUSTOMER SERVICE ADVISOR
Webhelp
Luton
2022.01 - 2022.05
- Address and resolve complex technical issues via phone or email in a customer-friendly manner
- Identify and analyze issues by actively listening and asking clear, concise questions
- Deliver excellent customer service using technical expertise and internal training resources
- Gather and document all relevant information per customer interaction to ensure high service quality
CUSTOMER ASSISTANT
Lidl
Luton
2019.11 - 2020.12
- Unpack stock as deliveries arrive in store
- Providing excellent customer service on the tills
- Help our customers with any questions or queries, and locate items around the store
- Ensure the bakery stays topped up by baking fresh goods
- Ensure shelves are looking good, checking for sell by dates, ensuring quality and freshness for our customers
- Merchandising and maintaining aisles.
Education
COMPUTER SCIENCE - Computer Science
University of Hertfordshire
2020.09 - 2023.05
Alevels - IT
Luton Sixth form College
2018.09 - 2020.05
GCSEs -
Chalk hills Academy
2013.09 - 2018.05
Skills
- IT literate
- Intune/Azure
- ServiceNow
- Time management
- Leadership
- Customer Service
- Communication skills
- MS Office applications support
References
References available upon request.
Timeline
Desktop Support Engineer
EasyJet
2024.01 - Current
CUSTOMER SERVICE ADVISOR
Webhelp
2022.01 - 2022.05
COMPUTER SCIENCE - Computer Science
University of Hertfordshire
2020.09 - 2023.05
CUSTOMER ASSISTANT
Lidl
2019.11 - 2020.12
Alevels - IT
Luton Sixth form College
2018.09 - 2020.05
GCSEs -
Chalk hills Academy
2013.09 - 2018.05