ZABIHUDDIN MOHAMMED
London,UK
Summary
Highly motivated and customer-focused Technical Support Engineer with a proven ability to provide rapid L1/L2 technical support in high-pressure environments. Experienced in managing 30+ technical tickets daily with a strong foundation in Information Security Management and System Troubleshooting. Seeking to leverage background in remote servicing, Active Directory, and MS 365 to join a boutique MSP, contributing to project design and infrastructure upgrades.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
Work history
IT technician
Nextgen Techies
Hyderabad, India
2023.07 - 2024.08
- Front-Office Incident Support: Coordinated daily service tasks using Salesforce to log and mitigate 30+ technical issues, ensuring rapid resolution in a fast-paced environment.
- Access Control & AD: Administered sensitive accounts and security groups in Active Directory, maintaining high standards for secure access and record accuracy.
- System Troubleshooting: Identified recurring system trends and coordinated with technical teams to align remediation workflows for desktop and network issues.
- Stakeholder Liaison: Acted as a central point of contact for technical teams, providing administrative and technical support to facilitate smooth operations.
Cybersecurity and IT Intern
Nextgen Techies
Hyderabad, India
2022.06 - 2023.05
- Service Desk Operations: Supported high-volume service desk operations, managing technical tasks and documentation under pressure.
- Documentation & Compliance: Tracked remediation progress and ensured all reporting met internal compliance and quality standards.
- Data Management: Assisted in data management for ongoing technical projects and tracked service delivery, which increased availability by 21%.
Education
Master of Science - Cybersecurity
Nottingham Trent University
Nottingham 2024.10 - 2025.09
Bachelor of Science - Electronics and Instrumentation Engineering
Osmania University
Hyderabad 2019.06 - 2023.07
A-Levels - Mathematics & Science
Telangana State Board of Intermediate Education
Hyderabad /2017 - /2019
GCSEs - English, Mathematics, Science & Social
Telengana Board of Secondary Education
HyderabadSkills
- Technical Support: L1/L2 Desktop & Application Support, Hardware Troubleshooting (PC/Laptop/Peripherals)
- Systems Administration: Windows 11, Active Directory (AD) administration, and Microsoft 365
- ITSM & Ticketing: Daily incident coordination and mitigation using Salesforce and standard ITIL workflows
- Networking: Strong understanding of Network Theory, Security protocols, and connectivity troubleshooting
- Remote Servicing: Proven ability to resolve front-office incidents and provide remote administrative support
Timeline
Master of Science - Cybersecurity
Nottingham Trent University
2024.10 - 2025.09
IT technician
Nextgen Techies
2023.07 - 2024.08
Cybersecurity and IT Intern
Nextgen Techies
2022.06 - 2023.05
Bachelor of Science - Electronics and Instrumentation Engineering
Osmania University
2019.06 - 2023.07
A-Levels - Mathematics & Science
Telangana State Board of Intermediate Education
/2017 - /2019
GCSEs - English, Mathematics, Science & Social
Telengana Board of Secondary Education