Atef S. Email & Phone Number

London, Gb

London Area, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

• Defined areas for improvement and taken ownership of initiatives based on colleague and user feedback • Coached newly hired IT analysts on techincal procedures • Successfully migrated 500+ Users to Office 365 • Manually accomplished Intune device enrollment for 500+ Devices • Collaborate with infrastructure Architect to push out MFA • Exceeded end user expectations by providing skilled customer service and building relationships • Aided users with diagnosis of software including Office 365, iManage, Intapp, Elite, Sharefile • Identify hardware issues including Laptops, thin clients, smart boards, AV Equipment

London

• Change of role due to wanting to focus more on technical aspects of the Job• This role consists of all duties of both service delivery consultant and Team leader, except duties of managing individuals. 1-2-1’s are still held in order to maximise performance or to provide any required support.

London, England, United Kingdom

• Accountable for the training and management of team of 3 to support with the resolution of 200 tickets on a weekly basis. Maximise productivity through ongoing performance monitoring and review• Regularly analyse workload and team productivity to plan resources to ensure efficient departmental delivery, Conduct Team 1-2-1’s, implement performance improvement to enhance staff productivity• Monitor and manage the IT infrastructure across 22 Offices within the UK and on a Global basis • Communicate with Third Party Suppliers to obtain quality products for competitive prices in a timely fashion • Communicate with Third Party Vendors to ensure services are running and maintained appropriately • Daily Checks with Global Service Desk Service Manager to ensure agreed SLA’s and KPI’s are being met. • Assist with the identification of Problem tickets and Service Desk trends • Worked with IT Architect to support a new way of working through Covid 19. Implemented new Global Protect VPN Solution across the firm • Worked with IT Security to implement MFA across the firm • Ensure all offices are in working appropriate order to allow staff returning to office following Covid restrictions. • Act as an escalation point for Partners, Senior management and end users.

London, United Kingdom

• Support 3000+ users nationally and internationally• Manage all incidents and requests directed from the Service Desk. Progress tickets to other teams or third partiesfor further investigation. Ensure an excellent timely service to end users• Manage direct customer contact ensuring tickets are updated appropriately• Work to ITIL processes and standards, highlighting any inconsistencies and proposing improvements• Exchange knowledge between resolving groups and the Service Desk.• Ensure kit levels are maintained as appropriate.• Maintain quality Audio Visual and Meeting Room support• Distribute and manage iPhones via Endpoint Manager/Intune• Assist with project related activities• Provide new joiner orientation sessions• Provide ad hoc drop-in sessions enabling customers to get the best out of technology• Build a strong respectful relationship with Partners, Senior Management, End Users, Clients and Vendors

London, United Kingdom

• Support 500+ users across multiple sites remotely and on-site• Migrate all users from Citrix XenApp 6.5 to 7.11• Configure and deploy 300+ new laptops to promote a new agile working environment• Upgrade all existing devices to ensure compatible use with new Citrix systems• Strengthen IT technologies including rebuilding Managed Engine ticketing software• Schedule and manage backups for file servers and databases• Test and Implement new IT Technologies• Record and action new and existing incidents and service requests whilst adhering to SLA’s• Administration of Vodafone mobile contracts. Configuration and Deployment of 100+ new IPhones• Administration and management of Skype for Business accounts • Create new starter accounts and archive and remove leavers. • Configure technical equipment for new users and provide training on IT processes and applications

• Working in the Technology department providing 1st line support to 1000+ Users worldwide, whilst maintaining a 70% First time fix rate • Supporting and configuring applications such as Filesite, Big Hand, Interaction, RSA, Laserform, Good Technology & MS Office• Using Active Directory and Exchange administration for mailbox creation and delegation, distribution and security group creations, deal with new starters and leaver, setting user permissions and Installing software• Allocation of calls and monitoring team call queues• Monitoring and tracking the progress of high priority incidents and requests and escalated calls• Communicating urgent escalated calls with the appropriate teams• Using Citrix Director to manage user desktops and remote in and analyse desktop issues

London, United Kingdom

• Working in the Technology Department as part of a team of four people supporting 1500+ users over 10+ sites• Working in an ITIL environment to service level agreements and key performance indicators• Answering a minimum of 100 calls a week an dealing with service requests daily• Maintaining a phone call abandonment rate of under 5%. Currently 0% for the last 3months• Providing 1st line support and applying 1st time fixes when possible• Providing support to users who have personally visited the IT department due to having urgent issues that could not be resolved over the phone or using remote software• Dealing with Active Directory and Exchange administration and mailbox creation, distribution and security group creations, mailbox archiving• Installation and configuration of software including Microsoft Office, Internet explorer, Adobe products and specialist police software.• Allocation of calls and monitoring team call queues• Monitoring and tracking the progress of high priority incidents and requests and escalated calls• Liaising with third party Service Providers and internal teams to ensure timely resolutions• Publishing ICT Communications to the Business• End user and staff training for IT processes and applications• Laptop/Desktop rebuilds and VPN configuration

London, United Kingdom

Worked efficiently as apart of a constant changing team to ensure the project objectives were met(Build Engineer)• Ensured 1500+ devices were configured to windows 7, packaged and ready for delivery to client site within a short amount of time• Set up equipment on client site in a manner which was best for colleagues to work efficiently • Updated the bios on old devices so they could be re-used• Installed various application profiles on devices through the client network(Deployment Engineer)• Swapped out 1500+ windows 7 devices with XP devices for client users• Maintained a high-quality performance to ensure a minimum of 5 deployments were completed a day• Supported users with their new device making sure they were satisfied and ensured all applications that they used previously worked on their new device• Applied fixes to technical issues that arose and escalated to management where the recommended fix had not worked• Communicated with the clients internal IT for configuration of network ports • Configured IP phones • Taking charge of thorough audits of devices and managing stock(Floorwalker)• Acted as first point of contact for users who experienced problems after their device had been deployed to them• Actively dealt with users issues efficiently to make sure they were able to get back to work as soon as possible(Team Leader)• Communicated the daily deployment schedule with my manager every morning• Lead a team of 3, ensuring they were meeting their daily deployment targets• Delegated deployments to my team to keep a organised manner• Communicated with department leads to ensure scheduled deployments can take place• Acted as a first point of contact for any problems which arose for my team which I later communicated with the right people to resolve

London, United Kingdom - Hammersmith

• Successfully carried out the on-site installation of a large quantity of Multifunction Devices (MFDs) and printers as part of a major project with the aim of delivering a complete print service refresh across all Hammersmith & Fulham council offices, sheltered housing units, hostels, adult education and community centres. • Ensuring security and upgrades are applied to all devices and kept up to date • Required to provide effective 1st & 2nd line support to over 1000 users within the borough of Hammersmith & Fulham• Supporting a work base scheme rolling out upgraded Windows 7 Devices to replace Windows XP devices• Managing an in-house ticketing platform diagnosing and resolving various technical issues raised by users• Dealing with purchase orders for IT hardware/software• Setting up and configuring new laptops and desktops as well as installing authorised software

London, United Kingdom

• Chosen to lead a work experience scheme communicating digital marketing and various media techniques with young adults.• Set projects for the young adults and assisted throughout the weeks to share an understanding on how to achieve a successful end product using various media techniques.

London, United Kingdom

• Supported the Agilisys Corporate Knowledge & Quality (CKQ) Lead in the maintenance and continuous improvement of the Agilisys Quality Management System (QMS)• Increased 'brand' awareness of Corporate Knowledge & Quality within Agilisys through different creative and digital media techniques (Websites, Newsletters, Videos)• Presented and communicated confidently with clients through meetings and delivering presentations, Chosen to present at the annual Investing In Leadership Event for Agilisys where more than a 100 Agilisys senior leadership team and managers celebrate success• Actively contributed to improving the way Agilisys sites and subsites presented information to users by identifying and researching effectiveness of rival websites• Actively marketed Agilisys sites through mock up presentations and communication through emails and knowledge sharing techniques to the Agilisys organisation• Created methods for effectively using media, an example being promotional content for videos. My personal motivational video was chosen to be used in Arch assessment centres to motivate other young people.• Chosen to help the senior leadership team in social media projects by researching and evaluating local government web activity • Applied a systematic approach to manage multiple priorities and produce high level deliverables to all ranks within Agilisys.

London, Tower Hamlets

• Dealt with data entry, new shipments and administration tasks, requiring a high level of analysis• Required to quickly learn how to navigate the library IT system essential to my role• Solely responsible for cash handling, stock control and dealing with customer queries

London, Tower Hamlets

• Hands on experience in information retrieval for the library staff and customers• In depth knowledge of methods to locate resources for customers through the IT system• Providing exceptional customer service to customers with queries