Zoha Ahmed

• Provided first and second-line IT support, resolving technical issues for desktops, laptops (HP/Lenovo), Macs, iPhones, and peripherals to enhance user experience.
• Experienced IT support professional with a strong background in troubleshooting hardware, software, and peripheral issues, managing Windows 10–11 upgrades, and administering user accounts and permissions. Proficient in Azure AD, SharePoint, Mimecast, SSCM, Citrix/VDI, Microsoft Teams, Intune, ServiceNow, RDC, Lansweeper, and Office 365. Skilled in ITIL service management, ensuring efficient, structured, and high-quality IT service delivery.
• Monitored systems and managed tickets, escalating complex incidents to ensure seamless IT operations across departments.
• Managed Windows upgrades, MRT firmware updates, and IT asset compliance using Asset Manager.
• Provided guidance and training to employees on IT tools and platforms to improve user proficiency.
• Implemented and maintained backup systems, recovered lost data, and ensured IT security through regular software updates.
• Configured workstations, servers, and network infrastructure to ensure reliable connectivity and support smooth operations.
• Collaborated with IT teams to resolve user inquiries and technical problems efficiently.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Successfully delivered on tasks within tight deadlines.
• Worked flexible hours, covering nights, weekends and bank holidays.
• Offered friendly, efficient customer service and handled challenging situations with ease.

• Customer centred support adhering to BDO Quality and service level agreements.
• Call handling, ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements.
• Troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites
• Regular ticket updates to manage customer expectations
• Timely call resolution with agreement from the client
• All calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating
• Troubleshooting, you consult documentation, knowledge and appropriate websites
• Provide first point of contact for any escalation for users throughout the business
• Effective Queue Management and Triage aligned to agreed KPI’s.
• Ensure all documented processes are followed and provide further Service Improvements where needed.
• Multi skilled in other areas of administrative support.
• Effective communication and collaboration through teamwork by sharing knowledge through appropriate documented processes.
• Administrative support in line with agreed quality management standards.
• Contributing and engaging in team meetings and team discussions
• Provide on-site face-to-face assistance when required onsite
• Focus on customer service excellence.
• BDO Knowledge - Hardware, Software, peripheral, Windows 10, Azure, SharePoint, Mimecast, Citrix, MS Teams, Service Now, VDI Users, Citrix.

2) Persimmon homes ‘HAYS’

As 2nd Line Support Analyst (March 2023 – Aug 2023)

• Assigned incidents and requests to appropriate 2nd/3rd line teams after exhausting all troubleshooting steps, ensuring timely resolution.
• Logging and Resolving BAU’s calls, ensuring all service requests and incidents are accurately recorded and managed in the Service Desk’s incident management system.
• Working knowledge and hands on experience on SharePoint, SSCM, and Mimecase to troubleshoot user queries and Endpoint Management.
• Efficiently manage and resolve technical calls or tickets escalated by the Service Desk through Incident Logging System (ServiceNow) under specified SLA.
• Troubleshooting Microsoft software’s issues, including Outlook 2013, Windows 10/11 including Desktops Support. O365 including Word, Excel, OneDrive, OneNote, Outlook, Exchange, and PowerPoint.
• Performing Hardware and Software ‘Installations & upgrades’ as per requirement.
• Troubleshooting Network drives, VPN, and printer related issues.
• Escalated 2nd and 3rd line issues to relevant teams, prioritising customer demands for efficient issue resolution.
• Following security processes in line with company processes and regulations.
• Administrating Email account using Exchange Online and MS Office Suite.
• Revised documentation and knowledge base articles to ensure accuracy.
• Using AD (Active Directory) for Password Reset and to sort out New User Set up.
• Conducted training from 3rd line support sessions to enhance staff's IT skills.
• Tested new software applications before deployment.
• Resolved system errors with comprehensive diagnostic tests.
• Collaborated with other departments on technology integration projects to enhance system functionality and user experience.

• Providing 1st & 2nd line technical support, to 44.000 Users Within the Network Rail based in UK, India, and many other countries.
• Update and maintenance of the IT service desk authorized users’ database.
• Logged and resolved BAU calls, ensuring accurate recording and management of all service requests and incidents in the service desk.
• Resolving incidents and service requests whenever possible at 1st line & 2nd line.
• Efficiently manage and resolve technical calls using Incident Logging System (ServiceNow) under specified SLA.
• Experience on SharePoint & SSCM to troubleshoot user queries and Endpoint Management & M365 installation.
• Escalating 2nd and 3rd line issues to the relevant team efficiently and ensuring.
• Customer demands are met, by setting up correct level of Priority on Active Directory.
• Resolved VPN-related problems to maintain seamless network access for remote users.
• Tracked, monitored, and reported on all help desk incidents within defined customer service levels.
• Resolving customer issues with Microsoft office Application, Particularly Outlook, as well as using Knowledge of Window 10/11, Exchange server and Active directory to investigate issues relating to groups and Profiles.
• Troubleshooting Microsoft software’s issues, including Office 365, OneDrive, OneNote & Exchange.
• Using Microsoft SCCM 2012 and LogMeIn to deploy User specific Applications and providing support.
• Troubleshooting Network drives, VPN, and printer related issues.

• Delivering 1st line support for ICT applications and services, within ITIL environment.
• Logging and Resolving BAU’s calls, ensuring all service requests and incidents are accurately recorded and managed in the Service Desk’s incident management system (i-e OTRS).
• Resolving incidents and service requests whenever possible at 1st line.
• Escalating 2nd and 3rd line issues to the relevant team efficiently and ensuring customer demands are met, by setting up correct level of Priority.
• Following security processes in line with company processes and regulations.
• Providing support via telephone, using remote access tools on Win 10 operating systems with MS Office 2013.
• Using AD (Active Directory) for Password Reset and to sort out User access.
• Performing Hardware and Software ‘Installations & upgrades’ as per requirement.
• Documents and report all activities and work done during this one-year contract.