Sufyan Bajaffer
West Berkshire
Summary
IT Specialist with over two years' experience in fast-paced IT environments providing end user support, hardware/software deployments and project work. From the climate industry to healthcare, I have worked with countless clients in different IT environments, adapting to different technical specifications and requirements. Strong customer service skills. Passionate about learning new technologies and improving IT expertise.
Overview
3
3
years of professional experience
8
8
years of post-secondary education
Work history
Technical Support Engineer
Krome Technologies Ltd
Surrey
09.2024 - 09.2025
- Provided technical support via phone, email, and remote desktop tools, achieving a ticket resolution rate of over 90% within SLA targets.
- Strong experience with Office 365 including Azure, Intune, Exchange.
- Configured and maintained user accounts, email, and permissions using Active Directory and Microsoft 365 Admin Centre.
- Installed, upgraded, and troubleshot operating systems (Windows 10/11, macOS), printers, and commonly used applications.
- Provided client support with SharePoint/ OneDrive and other cloud-based applications.
- Used remote support tools (TeamViewer and similar) to diagnose and resolve issues quickly, reducing downtime for clients.
- Carried out hardware maintenance, installations, and upgrades on laptops, desktops, and peripheral equipment.
- Troubleshooted connectivity issues (Wi-Fi, VPN, LAN).
- Supported for VoIP, remote access tools, and cloud-based applications.
- Created SOPS and maintained accurate documentation of support activities, common issues, and solutions to build the internal knowledge base.
- Delivered IT training and onboarding setup for new employees, improving first-day productivity.
- Collaborated with second-line support and engineering teams to escalate and resolve advanced technical issues.
- Actively working towards Microsoft AZ-900 certification
Application support engineer
Bupa Cromwell Hospital
Kingston, Cambridgeshire
07.2025 - 09.2025
- Provided 1st and 2nd line support for critical in-house systems such as Compucare/Health Roster and Patient Portal.
- Provided support to users with Office 365, Active Directory, and EPR systems for seamless application access.
- Assisted with app installations and ensured regular updates for optimal performance.
- Troubleshot technical issues in-person, maintaining professionalism in high-pressure environments.
- Managed user access and permissions to uphold data security in healthcare settings.
- Built and maintained a positive relationship with patients and staff.
- Skilled in conflict management with the ability to de-escalate high-pressure situations.
- Able to explain technical issues to non-technical staff.
- Collaborated with clinical and administrative teams to minimise operational disruptions.
- Took regular feedback to improve services provided.
- Conducted regular ward visits to deliver face-to-face support and foster relationships with clinical staff.
- Demonstrated my ability to prioritise and manage workload efficiently.
Contact Centre Advisor
Legoland Windsor Resort
Windsor
05.2023 - 09.2024
- Handled 50+ guest enquiries daily via phone, email, and live chat, consistently achieving 95%+ customer satisfaction scores.
- Delivered accurate advice on tickets, events, and park facilities, contributing to a smoother guest experience and reduced repeat contacts.
- Resolved a high volume of guest concerns at first point of contact, improving service efficiency and trust.
- Processed ticket sales, amendments, and refunds through Ivanti, ensuring 100% accuracy and compliance with financial controls.
- Supported guests through ServiceNow Live Chat, achieving an average response time under 2 minutes.
- Managed complex booking queries and escalations, achieving successful resolutions while maintaining guest loyalty.
- Helped families with ticket sales, bookings, and refunds using Ivanti, double-checking details to keep everything accurate.
- Chatted with guests through ServiceNow Live Chat, keeping response times fast and conversations friendly.
- Stayed up to date on park events, rides, and safety rules so I could give the right information every time.
- Logged all calls and chats properly in the system, keeping records neat and GDPR-compliant.
- Met team targets for speed, quality, and customer satisfaction while supporting a fun and positive guest experience.
Software Developer Apprentice
Cincom Systems Inc
Maidenhead
09.2022 - 01.2023
- Designed and maintained SQL relational databases, improving query efficiency and reducing data retrieval times by 20%.
- Built and tested applications in Visual Studio using C#, C++, and Python, contributing to production-ready code with minimal bugs.
- Collaborated with a team of 6 developers, writing clean, reusable code and supporting pair programming sessions.
- Participated in daily SCRUM meetings, contributing updates and helping the team meet sprint goals ahead of schedule.
- Developed small-scale features that were successfully integrated into larger projects, exceeding expectations set at the start of my apprenticeship.
- Created database schemas and optimised stored procedures in SQL, improving application performance for end users.
- Supported debugging and troubleshooting across multiple languages (Python, C++, C#), reducing reported issues by 15%.
- Contributed to version control and code reviews, learning best practices for collaboration and quality assurance.
- Documented code and technical processes clearly, making it easier for teammates to pick up and extend my work.
Education
Certification - Cyber Security
CompTIA Security+ SY0-601
United Kingdom 05.2023 - 10.2023
Diploma - Software development and Cyber Security
Reading College
United Kingdom 09.2021 - 06.2022
3 A-Levels - Computer Science
Slough and Eton Church of England Business & Enterprise College
09.2019 - 05.2021
10 GCSEs - Computer Science and Mathematics
Slough and Eton Church of England Business & Enterprise College
09.2014 - 09.2019
Skills
- Strong experience in Office 365, Azure, Active Directory
- Strong experience in Windows 10/11 and macOS Maintenance
- Electronic Patient Record (EPR) Systems management experience
- Healthcare IT Compliance knowledge
- Incident management
- Software Patching
- SQL relational database management
- SQL, C#, C, Python Development
- Hardware Installation & Maintenance (Laptops, Desktops, Peripherals)
- Remote Support Tools (TeamViewer, RDP, VPN, Jeera, Ivanti, ServiceNow)
- Cloud Applications & VoIP Support
- Security & Compliance Management
- IT Onboarding & User Training
- Able to build strong relationships with stakeholders
- Grounded in Conflict Management
- Strong problem-solving ability
- Strong Communication and Interpersonal skills
- Self-driven with a passion for continuous improvement
Affiliations
Regularly compete in football competitions at local football ground
Enjoy all types of sporting competitions
Also enjoy reading self-development books such as Atomic Habits by James Clear
References
References available upon request.
Timeline
Application support engineer
Bupa Cromwell Hospital
07.2025 - 09.2025
Technical Support Engineer
Krome Technologies Ltd
09.2024 - 09.2025
Certification - Cyber Security
CompTIA Security+ SY0-601
05.2023 - 10.2023
Contact Centre Advisor
Legoland Windsor Resort
05.2023 - 09.2024
Software Developer Apprentice
Cincom Systems Inc
09.2022 - 01.2023
Diploma - Software development and Cyber Security
Reading College
09.2021 - 06.2022
3 A-Levels - Computer Science
Slough and Eton Church of England Business & Enterprise College
09.2019 - 05.2021
10 GCSEs - Computer Science and Mathematics
Slough and Eton Church of England Business & Enterprise College
09.2014 - 09.2019