Abdirahman Bare Email & Phone Number

Hayes, Gb

London

I collaborate with Customer Product Managers to roll out new products, applications, and configurationsI manage customer product creation, amendment, and retirement and install, configure, and test in-house developed applications and services.When necessary, I escalate incidents to appropriate departments as needed.I configure manufacturing equipment and manage Production IT incidents on site.I conduct unit, system, and user acceptance tests on in-house systems and develop and execute test plans to maintain system integrity and stability.Our team handles administrative duties including RFC, incident logs, and quality documentation. We analyze and address incidents within an ITIL framework.As part of our daily checks, we reconcile inbound and outbound files on a daily basis and process inbound and outbound customer files ensuring successful transmission. I maintain auditable logs and paperwork trails for all activities.

London Area, United Kingdom

At this role, I was managing customer requests, support tickets and scheduled tasks within SLA on a 12 hour shift basis.We would monitor and manage all open service requests and report on critical systems, escalating ncidents to the relevant engineering team as necessary.I insured that the company’s policies and procedures such as ISO27001 are always adhered to ensuring information security and compliance to follow all procedures.I was performing basic administrative support duties, as required, to meet specific operational objectives and performing miscellaneous job-related duties as assigned by Service Delivery Manager, or another Manager. My goal was to provide an excellent standard of customer service and technical support.

United Kingdom

At this role, I learned how to use Salesforce to manage Orders, Assets and Cases and maintained Gripable’s stock of products, receiving and checking in shipments from our manufacturers and suppliers and for maintaining an accurate inventory of Assets in Salesforce.I processed Orders by setting up the GripAble prior to shipment, packing and managing the collection by couriers and managed the returns process and liaise with Engineering to triage faults with returned GripAble products.I was the 1st line of technical support for inbound enquiries, both telephone and email and was managing tickets/ cases, triaging technical issues to a wider team, when appropriate

London Area, United Kingdom

At Harrods, I reviewed and monitored all faults/tasks that arrive through the IT Support ticketing system and logged tickets for calls received by telephone.I ensured tickets are responded to, updated, and allocated to appropriate team members as necessary within SLA’s.I provided 1st line support to customers and staff on a wide range of technical issues, resolving problems and service requests on the Microsoft 365 system, Windows 10 and Windows 7 and Mac OS, escalating to other team members when needed.I would handle the preparation of new and used PCs to standard build specifications and performed on-site repair and preventive maintenance on Desktops, laptops, and related peripherals.I worked unsupervised effectively as part of a team to maintain the on-going demands of the service I was creating, imaging and configuring laptops and PCs to specific specifications for clients and staff within Harrods.I also developed and maintained documentation and user guides for new staff.I would make sure to respond and resolve requests for IT support in the line of IT departments SLA agreement.

Biomedical Science, Biology/Biological Sciences, General

Network Professional Programme

Applied Sciences