Zain Saleem
Greenhithe,Kent
Summary
Diligent IT professional with expertise in computer networking, cybersecurity, server and workstation maintenance. Thoroughly vigilant in overseeing performance and examining issues in order to actively oversee network resources and assist user requirements. Effectively communicates with both technical and non-technical individuals and consistently maintains meticulous documentation. Possess a strong drive for success and possess a deep comprehension and expertise in the field of Information Technology. Currently employed as a Service Desk Analyst at Arqit. Graduate BSc HONS in Cybersecurity & Networks with First Class Position. Have successfully obtained Microsoft 365 & Microsoft Azure Fundamentals, as well as CCNA and ISC2 Certified in Cybersecurity certifications. Aim to use talents and abilities to contribute creatively and add value to the organisation, while also pursuing opportunities for professional advancement and demonstrating competence and resourcefulness.
Overview
7
7
years of professional experience
6043
6043
years of post-secondary education
1
1
Certification
Work History
Service desk Analyst
Arqit
City of London
02.2023 - Current
- Microsoft 365 Suite
- Windows administration
- Exchange 365 mailbox administration
- Veeam
- Developing and testing new policies using on Microsoft Intune.
- Updated existing documentation to improve accuracy of records and reports.
- First and second line IT Support (Helpdesk, remote and deskside) on both hardware and on software applications
- Providing exceptional Service Support and Customer Service to Business, via remote and deskside Support, Email and Telephone
- Creating, managing and evolving Polices, Processes and Procedures
- Working to SLA thresholds for incidents, requests and problems
- Prioritising and managing workload effectively, managing several open Incidents/Problems and mini projects simultaneously
- Systems & Performance monitoring
- Review of Services, Application delivery, Patching and Anti-Virus
- Working with variety of Business and Technical teams to enhance service levels
- Desktop and Laptop Builds
- Supporting business at special events and meetings, both on-site and external
IT Engineer (MSP)
Skye Cloud
Dartford
01.2020 - 11.2023
- Managed user identities and access controls with M365 & Azure Active Directory
- Microsoft 365 - AD, Intune, SharePoint.
- Managed cloud and on-premise resource allocations, minimising wastage.
- Active Directory Administrator
- Exchange Admin Centre (On Premises) Administration.
- Manage over 20 customer calls per day Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards
- Installed new software for users and monitored version and patch update requirements.
- Logging and assigning tickets in ticketing System (Autotask) Classifying calls accurately with information provided and priorities in line with Service Level Agreement (SLA)
- Responding in timely manner to service issues and requests Provided consistent customer support as IT Network Engineer using Outstanding Communication to simplify technical jargon
- Implemented various IT solutions and Support Services to streamline network operations and improve system performance
- Performed tests on newly installed hardware and software to provide components that interface correctly with each other and network
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Troubleshot network issues and provided rapid solutions to limit downtime.
- Troubleshot operating systems, hardware and software problems to identify root causes.
Senior IT Support Analyst
Kwik Fit
Letchworth Garden City
12.2017 - 12.2020
- Active Directory Administration.
- Microsoft 365 Administration.
- Installed new software for users and monitored version and patch update requirements.
- Followed technical documentation for accurate installation, maintenance and repair work.
- Answered user questions about hardware and software operation to help resolve problems.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Troubleshot operating systems, hardware and software problems to identify root causes.
Education
BSC (HONS) - Cybersecurity & Networks
University of East London
A-Levels - Math, Physics
Barking And Dagenham College
London07.2013
GCSEs - Maths, English, Science, IT, Urdu
Warwick School
London07.2004
Skills
- Autotask/Datto
- ManageEngine Administration
- Active Directory (On Prem/Cloud)
- Microsoft 365 Administration
- Exchange Admin Centre
- Security assessment tools
- TCP/IP & SMTP
- Network Security Principles/Operations
- Incident Response
- Windows Server 2008-2016 Administration
- DNS & DHCP
- Switching & Routing
- Firewalls & VPN
- LAN & WAN
- Microsoft Office
Certification
- Microsoft Azure Fundamentals - MZ-900
- Microsoft 365 Fundamentals - MS-900
- Cisco Certified Network Associate (CCNA)
- ISC2 CERTIFIED in CYBERSECURITY
Timeline
Service desk Analyst
Arqit
02.2023 - Current
IT Engineer (MSP)
Skye Cloud
01.2020 - 11.2023
Senior IT Support Analyst
Kwik Fit
12.2017 - 12.2020
BSC (HONS) - Cybersecurity & Networks
University of East London
A-Levels - Math, Physics
Barking And Dagenham College
GCSEs - Maths, English, Science, IT, Urdu
Warwick School
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