Mohammed Alam Email & Phone Number

Luton, GB

London, England, United Kingdom

• Achieved 99% success rate on service desk tickets within SLA providing 1st/2nd/3rd line support.
• Supported a project and Enrolled all Apple Macs, Windows laptops, and iPhones into Intune.
• Administer O365, including account creation, account deletion, permissions, and password resets, teams group creation and shared mailbox creation.
• Collaborate with teams such as Network, Project, and Systems on a regular basis.
• Maintained up-to-date asset management records and ensured 100% accurate record.
• Developed corporate standards for desktop hardware/software compliance.

• Led the coordination of a £1.2 million SD-WAN infrastructure upgrade across 80+ sites over a 24-month period during the pandemic. As the key coordinator, I efficiently managed interactions with multiple suppliers and.
• I have also achieved positive recognition from the stakeholders by successfully coordinating a 300+ printer (Secure/Follow me print using Papercut) replacement project while connecting and performing the installations.
• Demonstrated a great level of responsibility during a VOIP Telephony replacement project by monitoring project schedules and budgets, preparing progress reports, and liaising with key stakeholders. This project has.
• Effectively dealt with challenging situations while assisting the IT support desk by providing tier 2/3 support as well as project coordination.
• Well organised planning of all projects by visiting sites across the UK to carry out surveys while also providing IT support.
• Maintained high user satisfaction and adhered to SLAs.

Borehamwood, England, United Kingdom

• Maintain a high degree of user satisfaction for all support queries and adhere to all service level agreement.
• Accepted challenges such as training and managing 6 new IT Technicians when the department was lacking a service desk manager.
• Demonstrated high level of customer service to 8000+ users by providing 1st/2nd line support over the phone, face to face and via emails, increasing positive feedback by 40%.
• Resolved 45 tickets per day on an average and demonstrated in-depth knowledge of business software and hardware systems, excellent troubleshooting skills, and high-level interpersonal skills.
• Handling the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including telecommunications, email, pcs, operating systems, hardware, software, mobile devices, peripherals, and.
• Working knowledge of AD administration, such as creating an account, permissions, resetting passwords or creating accounts.

Watford, England, United Kingdom

• Providing 1st/2nd line support to 6000 pharmacies over the phone, face to face and via email to resolve network, hardware, and software issues.
• Ensured a timely resolution and/or escalated non-resolvable issues to higher-level teams. Adhering to departmental standards and ensuring appropriate use of information systems Monitors and enforcing policies and.
• Lead and oversee day-to-day helpdesk operations to exceed customer expectations by delivering quality SLA response times and resolutions.
• Working in a team of 20 where I regularly worked different shift patterns requiring flexibility.

London, England, United Kingdom

• Served as 1st point of contact for IT related issues including installing and configuring software, troubleshooting printers, web browsers, Microsoft Office applications.
• Providing excellent customer service via phone, both face to face and email demonstrating effective communications skills.
• Resolving customer queries including logging all call details requiring attention to detail.
• Upgrading, installing, and configuring hardware such as RAM and graphics cards.

• Supporting over 1,500 users using the Service Desk Plus (Manage Engine) ticketing system to log and resolve issues over the phone, closing or escalating tickets in accordance with SLAs.
• Performed troubleshooting on desktop PCs, Notebook and IP-phone set-up, printers as well as installing hardware peripherals.
• Installing and troubleshooting Windows 7, XP, Microsoft Office and anti-virus as well as resetting password through Active Directory.
• Troubleshooting network related issues such as DNS, DHCP, TCP/ IP, Wi-Fi access points and patching the server switches.
• Using Windows Server 2008 R2 and Active Directory to add new users and provide necessary permission as well as using Microsoft Outlook and Exchange.
• Re-imaging PCs using Clonezilla and providing remote desktop support by using Win VNC software.

International Advanced Diploma In Computer Studies (Iadcs), Information Tchnology

Diploma, Computer/Information Technology Administration And Management