Mohamud Ibrahim Email & Phone Number

Glasgow, Scotland, United Kingdom

providing 1st, 2nd and 3rd line support both remote and desk-side across the Wescot group. Acting as an escalation point for user hardware and software related incidents and service requests assigned to the Desktop Services Team, using Windows 10, Citrix, Microsoft Active Directory, Office 365, Teams, Azure as well as a wide array of Desktop hardware and.

• Provided technical support for head offices, branches, and offshore call centers within Lloyd’s Bank, troubleshooting Microsoft Office applications, Windows 10, VPN, Citrix, and banking applications.
• Identified user issues, diagnosed problems, and delivered workable solutions via phone, online chats, and tickets logged on ServiceNow, ensuring that all issues were resolved promptly and efficiently.
• Troubleshot technical problems with the local area network (LAN), ensuring that all network connections were stable, secure, and optimized for performance.
• Troubleshot branch tablets, chip, and pin, TCR, printers, and voucher readers via remote desktop, ensuring that all hardware and software were up-to-date and functioning properly.
• Answered calls and worked on online incidents to resolve IT issues, ensuring that all incidents were logged, tracked, and resolved according to Service Level Agreements (SLAs).
• Handled complaints sensitively and understandingly, ensuring that all complaints were resolved to the satisfaction of the customer.

• First point of contact for handling appointments for COVID tests, providing advice and results.
• Adhered to all company and industry standards as well as legislation and best practice including data protection and GDPR compliance.
• Maintained all digital records efficiently, whilst providing key administrative support to meet organisational objectives.
• Ensured that consistency was achieved, as well as weekly targets including KPIs and SLA’s within a fast-paced environment including call quality and volume, compliance and service standards.

• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware by diagnosing and resolving technical problems, either onsite or remotely.
• Supported IT resources and the Administration Officer on all system maintenance, database, and webpage updates, ensuring that all systems were up-to-date, maintained, and optimized for performance.
• Configured and maintained computer systems, software, and hardware, ensuring that they were compatible with the organization's network and security policies.
• Monitored and maintained computer networks and server infrastructure, troubleshooting and resolving any issues that may arise.
• Installed and updated software applications and operating systems, such as Windows, Linux and MacOS, and ensured that all software was licensed and up-to-date.
• Maintained and updated the organization's database, ensuring that data was accurate, secure, and easily accessible.

Scotland, United Kingdom

• Provided onsite and remote customer support, resolved incidents, offered technical support, and advice to the business while supporting 7 end-users within the ICT department.
• Oversaw the installation, configuration, maintenance, and troubleshooting of end-user hardware, software, and peripheral devices.
• Led the introduction of a NAS drive, enabling internal and external access with enhanced backup storage and security.
• Directed the processing of multiple administration duties, including filing and information management, and was responsible for leading any ICT queries.
• Provided technical support to end-users by diagnosing, resolving and documenting technical problems and escalating unresolved issues to the appropriate IT team member.
• Ensured the smooth operation of end-user devices by installing, configuring, maintaining and updating software applications and operating systems, such as Windows, Linux and MacOS.

Bachelor Of Science - Bs, Computer Systems Networking And Telecommunications

Higher National Diploma, Computer Science