Usman Abubakar
98 Dobede Way Cambridgeshire Ely, Soham,Cambridgeshire
Summary
I have strong experience with demonstrable knowledge of IT background with over five years' experience supporting enterprise technology environments across Cambridge University Press & Assessment, BMW Group UK, Robert Gordon University and Scotland Census programme. Proven expertise in Microsoft 365, Microsoft Entra ID, Intune, Windows and macOS endpoint management, identity and access administration, networking, enterprise SaaS platforms and ITIL-based service delivery. I have experienced in delivering large-scale endpoint deployment projects, administering secure user access, resolving complex technical issues and improving operational efficiency through automation, documentation and continual service improvement. I recognised for building trusted relationships with users and stakeholders while taking ownership of technical issues from initial diagnosis through to successful resolution.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Senior End User Services Engineer
Cambridge University Press & Assessment
Cambridge, United Kingdom
02.2025 - Current
- Delivered infrastructure and desktop support across enterprise Windows environments.
- Supported Microsoft 365 services, Active Directory, identity management and endpoint technologies.
- Administered user accounts, permissions and access controls in line with security policies.
- Diagnosed and resolved complex infrastructure, networking and workstation issues.
- Supported enterprise networking including DNS, DHCP, TCP/IP, VLANs, VPN connectivity and switching technologies.
- Configured, deployed and supported Cisco telephony devices and collaboration services.
- Worked closely with Infrastructure, Security and Operations teams to improve service reliability and reduce recurring incidents.
- Maintained technical documentation, operational procedures and knowledge base articles.
- Participated in infrastructure upgrades, technology refresh projects and service improvement initiatives.
- Ensured incidents and service requests were managed in accordance with ITIL best practices and agreed SLA.
Infrastructure Engineer
BMW Group UK
Birmingham , Warwickshire
06.2023 - 10.2024
- Supported enterprise infrastructure operations in a secure, SLA-driven environment, ensuring high availability and resilience of business-critical services.
- Supported enterprise infrastructure services, ensuring stable and secure operations across business-critical systems.
- Implemented VLAN segmentation and managed IP addressing across network environments, enhancing overall network performance.
- Collaborated across teams to deliver improvements, strengthen service reliability, and reduce recurring issues.
- Worked across technical teams to resolve recurring issues, improve service stability, and maintain strong documentation and handover standards.
- Facilitated user connectivity and resolved workstation issues, restoring services across business-critical operations.
- Configured, deployed, and troubleshot Cisco telephony desk phones, supporting continuity of voice services for end users.
- Oversaw desk phone provisioning processes for Cisco telephony systems, ensuring seamless communication continuity for end users.
- Conducted troubleshooting across server access, client systems, and remote users.
ICT Technician Officer
Robert Gordon University
Aberdeen , Aberdeenshire
09.2021 - 06.2023
- Delivered 1st/2nd line support across Microsoft 365, user access, devices, and collaboration tools.
- Supported Microsoft Teams Phone with user provisioning and troubleshooting of voice/calling incidents to enhance user communication.
- Supported deployments, workstation setup, and meeting room technology (audio, voice readiness, and reliability).
- Resolved Citrix-based remote desktop access issues.
- Used SQL to extract and validate information from systems, supporting reporting, and troubleshooting.
- Collected and transformed user requirements into actionable technical enhancements, improving service delivery.
- Maintained detailed service and incident documentation to ensure governance and facilitate accurate reporting.
- Supported operational reporting and service trend identification to reduce risk, and improve stability.
IT Support Engineer
Scotland Census
Aberdeen, Aberdeenshire
12.2020 - 09.2021
- Delivered IT support under strict operational controls and consistently met SLA targets.
- Delivered technical maintenance and support for all user-centric IT hardware and software.
- Facilitated installation, configuration, and support of IT hardware and software solutions.
- Conducted customer site visits during emergency call-outs and malfunctions to provide timely support and minimise downtime.
- Facilitated the roll-out of new applications to enhance operational efficiency. Supported the identification of training requirements for staff to ensure effective user adoption.
- Facilitated the roll-out of new applications to enhance operational efficiency.Supported the identification of training requirements for staff to ensure effective user adoption.
- Assisted in maintaining IT asset inventory and lifecycle records.
Education
Master of Science - Business Management
Robert University
Aberdeen, ABE2021
Bachelor of Science - Sociology
Nasarawa State University
Keffi2015
Skills
Global Telephony Operations (BAU Support)
Microsoft Teams Phone (Voice Troubleshooting)
Cisco desk phone configuration and deployment, VoIP, SIP, call routing (operational exposure)
Contact Centre Telephony Concepts (ACD, IVR, Call Recording)
Incident, Problem, Change Management (ITIL-aligned)
SLA/KPI monitoring, service reviews, and continuous improvement
Power BI reporting and operational dashboards
Microsoft 365, Intune, Entra ID
Ticketing: Ivanti, Jira, ServiceNow, and Freshservice
Security, Access Control & GDPR Awareness
Certification
- JIRA end-user training.
- ITILv3 Service Lifecycle Management.
- Enhancing IT-as-a-Service Offering.
- Basic Cisco Networking.
- CompTIA A+ and N+
- Managing ITSM Practices with ITILv4.
- Generative AI Courses – Cambridge University Press & Assessment (2025)
- AWS Builder Skills Partitional Essential Cloud.
Accomplishments
- Successfully delivered large-scale laptop replacements with high completion rates and minimal downtime.
- Reduced repeat user issues by documenting fixes and sharing guidance across the team.
- Consistently recognised for calm handling of complex user issues and professional communication.
- Improved device deployment readiness by streamlining setup steps and reducing user onboarding delays.
- Strengthened support response by taking ownership of complex escalations and ensuring clear communication to users.
Timeline
Senior End User Services Engineer
Cambridge University Press & Assessment
02.2025 - Current
Infrastructure Engineer
BMW Group UK
06.2023 - 10.2024
ICT Technician Officer
Robert Gordon University
09.2021 - 06.2023
IT Support Engineer
Scotland Census
12.2020 - 09.2021
Master of Science - Business Management
Robert University
Bachelor of Science - Sociology
Nasarawa State University