Mohammed A. Email & Phone Number

Oxford, England, United Kingdom

As Global Infrastructure Manager at Oxford Policy Management, I lead the design, implementation, and maintenance of IT infrastructure, ensuring alignment with business strategies. I am hands-on in managing cloud solutions including Azure, SaaS, IaaS, and PaaS, and handle all escalations related to Microsoft services. I achieved compliance with Cyber Essentials and Cyber Essentials Plus, strengthening cybersecurity. My role also includes reviewing vendors and contracts for optimal value, overseeing infrastructure performance, and ensuring secure, reliable service delivery, while continuously improving systems across the organization and adhering to SLAs.

Reading, England, United Kingdom

Working within the Managed Services division of Kyocera UK operations, as a 3rd line support team leader. The team consists of 3rd line engineers from the Document Solutions and Managed IT Services Team.Mentoring and developing the team, reviewing current working practices, handling escalations, and recommending improvements are key responsibilities in my role. This is a technical hands-on role administrating all aspects of our client's services, these being primarily Cloud based solutions such as Microsoft Azure SaaS, IaaS, DaaS and PaaS offerings. Leveraging my wealth of experience in problem solving, to architect and implement solutions, to improve End User experience is always one of my main goals. Having extensive background in ITIL Service Management I strive to implement best practices in all aspects of my work and impart this to my team. Emerging technologies drive me, I am eager to understand them and incorporate them in my solutions, one such technology is Excel live which will transform the way we collaborate with MS Teams in the future.

Bourne, England, United Kingdom

Working within the Systems team, we handled escalation from the Service Desk, and I manage the procurement and commissioning of all End User Devices and branch infrastructure.Chromebook laptops are used throughout our branch network of 75 branches, with Dell windows Laptops in the head offices.We also support the connectivity to all branches, who are connected via a dedicated SD-LAN, using CATO network sockets and Fibre broadband at each branch. LAN management is done via Cisco Meraki switches. A recent transformation project, saw our head offices and branch network move from a mix of thin clients, chrome boxes and windows desktops onto Chromebook laptops, Dell laptops, Office 365 and Azure hosted apps. Other projects included designing and building the onboarding process on our Fresh Service platform, and currently we are working on enabling virtual agents to provide IT self help integrated into MS Teams via a Service Bot. This has all allowed our users more flexibility for remote working and dealing with Covid over the past year. I handled the procurement, asset management and deployment of these devices across our branch network. My role is very much a hands-on role using all these technologies daily.

High Wycombe

As the Technical Services Manager, I have responsibility for the Helpdesk and desktop support teams at IT-Sol Ltd. My responsibilities include incident management ensuring SLA and KPI compliance, monthlyperformance reporting, trend analysis and problem management.Process improvement and documentation is another key area of responsibility, ensuring we review and adapt our processes to the client's requirements. Standardizing our operating models and providing a central knowledge base has introduced efficiency for the support teams, which have improved our resolution rates and customer feedback.

Hook

Technical Service management for the TAFMIS account (Training Administration and Financial Management Information System for ARTD, MOD UK) , primary duties included managing the TAFMIS infrastructure support teams, which includes 2nd line Support, 3rd line support, backup’s team and the DBA teams, ensuring the smooth delivery of the TAFMIS services to our MOD clients. Other key responsibilities included, configuration management, environments management, transformation management, service improvement, and bid support.Configuration management included, maintaining and reviewing third party support contracts, software licensing, and asset management, building a knowledge database and supporting the bid teams with cost analysis and implementing HardCat as the new configuration management database. Environments management consisting of several test streams, ensuring that each change project and their developers understood the scope of their environment and each environment was built to the projects specifications. Transformation management included moving from 2 helpdesk systems to one, providing the client, with a simplified support structure in a complex Integrated Logistics Support (ILS) environment. Transformation was delivered through the DII change process and setting up OLA agreements with the DII SPOC, and migrating responsibilities of the internal helpdesk. Transformation was in line with the client’s vision as published in the Acquisition Systems Guidance (ASG), formally the acquisition Operating Framework (AOF). Providing ITIL based Service Management architectural planning and design services for several successful contract recompletes, and new business win for the Defence Geospatial Services (DGS) program worth £8.5m. Other activities included compiling the service management monthly metric reports for the TAFMIS-T and TAFMIS-R contracts.

Hemel Hempstead, United Kingdom

Managing the transition of IT services from 3Com systems to HP IT systems and operations model, liaising with the HP MADO teams to organise, decommission and transition services and responsibilities of the 3Com Global IT Helpdesk and desktop services team to HP IT. Worked closely with the the HP MADO teams providing documentation and solutions for the transition of the messaging environment from Lotus Notes to the HP exchange environment as well as transitioning all our users to HP laptops.

Implemented a global follow the sun helpdesk support model, merging the regional 4 help desk teams based in EMEA, APR, US and LAT to form one global helpdesk providing 24x7 support.This raised the quality and speed of incident resolution for users and was reflected in the regular positive feedback.Leveraging a common operating environment on our clients machines allowed our help desk analysts to support any user irrespective of their office location. Analysts were empowered to provide first call resolutions, through training, administration privileges and standardising global processes.Worked with other business units to review processes and identify and implement process improvements.Managed the deployment of software changes and upgrades to our clients and provided central self help portal for users. Review and maintained licencing compliance and work with vendors such as Microsoft and Symantec.