Javad Abbas Email & Phone Number

West Midlands, England, United Kingdom

• Serve as the primary contact for customer inquiries and offer technical assistance to both internal and external users.• 1st and 2nd line remote technical support and resolution.• Effectively document, update, and manage incidents in Preparation, AWS, and Supportworks.• Develop and provide extra support initiatives for new employees to ensure team proficiency.• Conducted ongoing support for new hires over two years.• Proficient in utilizing and supporting commercial software applications such as Lansweeper, Support Portal, Cisco Meraki, and Microsoft products.• Proficient in Office applications, Citrix, VPN solutions (Zscaler and Forticlient), and Windows operating systems (7, 8, 10) along with the 2012 R2 Active Directory, SQL Server Management, Configuring IPV4 to static IP, Troubleshooting Network issues, Installing Printer drivers, Configuring Network Printers• Served as Director for the Local Administration Password Solution.• Utilized Microsoft 365 and Azure Active Directory (Entra) for user profile creation and management.• Acted as the primary contact for escalated and high-priority support tickets.• Addressing any application or software problems related to the Nexus Program.• Collaborating with third-line support to assist in resolving IT issues.• Prioritising and managing workload per the SLA (Service Level Agreement).

Coventry, England, United Kingdom

• Efficient processing of IT incidents and requests from initial logging through to resolution, in line with all internal processes and targets• Providing an excellent level of customer service while acting as a single point of contact for end users with technical faults and IT queries• Escalation of issues to an appropriate level, both functional and hierarchical• Analyse undocumented incidents and provide sound, timely, and creative solutions, often while under pressure of time, identifying associated risks and appropriate mitigation plans• Liaise with 3rd Party vendors and internal teams• Led the Windows 7/Windows 10 Migration initiative• Documentation of relevant fixes for internal Knowledgebase• To assist with moves and changes• Data collection for reporting• Contributed to a company-wide initiative by assisting engineers in migrating obsolete computers.• Provide ideas for service improvement that improve efficiency or user experience• Coordinated with 3rd Line Support to address complex migration challenges.

Coventry, England, United Kingdom

• Installing and configuring computer hardware.• Installing, configuring and supporting software and hardware.• Monitoring and maintaining computer systems and networks.• Telephone 1st line helpdesk support. • Setting up accounts for new users, including Exchange emails, Permissions, Group Policies.• Providing technical support across the company.• Repairing and replacing equipment. • Testing new procedures, including any new technology and methods.• Call logging, including recoding problems and solutions on our call database.

Master Of Science - Msc, Cyber Security

Level : 7 Research Methods and Project Management Digital Forensics Industrial Control Systems Security Information Security Management.

Bachelor Of Science - Bsc, Information And Communication Technology, Hons 1St Class

Level: 4 Computer Systems Technology UG1 Data Analysis UG1 ICT Programming UG1 Computer Network Basics UG1 IT Professionalism UG1 Web.

B-Tec National Diploma, Information And Communications Technology, M/D/D

Level : 3 Year 1 Communication And Employability Skills For IT Computer Systems Information Systems Software Design And Development System.