Summary
Overview
Work history
Education
Skills
Affiliations
References
Timeline
Generic

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

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