Muhammad Ehsan Email & Phone Number

Wrexham, Wales, United Kingdom

Manchester Metropolitan Area

2nd & 3rd line support & IT service management within ITIL framework. Reporting to Regional Support Services ManagerEnsuring incidents are updated and customers receive support in a timely mannerSoftware & hardware support to users both office based & remote, including proactive advice & training, maintaining a high level of customer satisfaction across the businessEmphasis on taking initiative whilst following procedures and working with systems and processesResponsible for providing an extremely high level customer focused On-site / off-site support to all members of the firm.Technologies: Windows 10, Office2016, 365, Mcafee anti virus,AD, GPO, SCCM, ServiceNow, Genesis, Sharepoint, Yammer, AppleMac IOS (High Sierra, Mojave & Catalina). JAMF & Apple IPhone devices Procurement of software, IT equipment & peripherals.

Liverpool, England, United Kingdom

Worked as Senior Windows 10 rollout engineer, upgrading from Windows 7 to windows 10, Work involved, Data & profile backup, Device replacement and bespoke software install, support, Configure & troubleshoot.Mentoring and training of DRP & Rollout engineers.Active Directory, Group policy, SCCM and ITSM (SNOW) extensive usage.

United Kingdom

Worked on different projects of DaisyGroup for public and private sector clientsInvolving Windows 10 & Office 365 deployments and technical site surveys. Clients: MOJ, G4S and BBC

Liverpool, England, United Kingdom

Desktop Project Lead (Transition) User cutoverGXP, GMP Environment & pharmaceutical Labs & Manufacturing ExperienceLeading a team of 4 desktop engineers, I was responsible for the build, install, data transfer and user cut-over. Moving 700 users to a brand new Seqirus network and devices from Novartis. We achieved the end goal much in advance of the given schedules and met each challenge that could halt the smooth cut-over , with meticulous detail and solution oriented approach.My role involved extensive planning, analysis and delivery of the project to specified SLA’s while carefully managing delays and defects and reduce impact of it on the project delivery. Managing the team, producing and analysing weekly project performance reports for the executive management, 3rd party vendors, Smooth transition, user management and troubleshooting.

Liverpool, England, United Kingdom

Project to upgrade AntiVirus for the entire company to Trend Micro with over 4000 devices.Deployments of 250 Windows 10 LaptopsAssisting the PM with data analysis, sorting, compiling, scheduling & troubleshooting installs.

United Kingdom

Lead a Team of 4 engineers for Deployments of Windows Rollout for DaisyGroup Clients.Windows 7, 10, Office 2013 and bespoke applications rollout for M&J, Brakes, Towergate and ArrowXLAlso involved in MOJ Site surveys & Server commissioning, decommissioning at various sites across UK.

United Kingdom

Lead a Team of 4 to 6 deployment engineersWindows 10 rollout for Lloyds Banking Group and Santander branches commissioning and decommissioning including configuration of TCRs.

Bootle, England, United Kingdom

2nd, 3rd line support, SCCM deployments, Active Directory administration & Disaster Recovery.Lead Engineer (1000 Laptop Rollout)From March13 to May13, Lead 4 engineers onsite and 6 engineers on remote sites for build, support & deployment of 1000 Laptops for HSE across UK.Schedule, assist and support the project manager with technical queries

United Kingdom

Lead a team of 4 to 6 engineers for Windows 7 deployments for the following clientsJohn Lewis (multiple sites), Santander, 2 Sisters, Loyds Banking Group, Unison, Logica, British Council

Sandbach, England, United Kingdom

day 2nd line desktop support. Windows XP, Windows7 Rollout and customisation for staff in the UK and abroad.

Cheshire, England, United Kingdom

Deputy to Service Manager and dealing with most of the SLA's performance and Improving above 90%.Responsible for a team of 34 Technical Infrastructure developers. Tactically reducing the breaches of SLA’s and OLA’s on tasks, incidents, problems, problem records, work requests and changes. Managed the work load of developers with the view to boost efficiency by 100% and measured Quality and performance of Incident tasks performed as per ITIL framework and took corrective action on tasks failed to achieve within the SLA requirement.

Warrington, England, United Kingdom

2nd, 3rd line desktop support to 2000 users across various BT sites in England and users remotely

Manchester Metropolitan Area

Led a team of 5 engineers, involved in OS and software apps deployments for multiple office sites in the UK providing IT Tech refresh project support

The firm employs over 50 staff in the UK and has multiple business streams. The IT division, introduced in 2003, ensures that top end IT services are provided to our clients in a cost effective manner. Our consultants manage independent contracts with firms at levels that include Owner Managed Business’s and SME’s Recent Projects: MOUCHEL PARKMAN PLC - 7 month project involving mail migration for all users while standardising the group’s software and hardware to the level set by the IT Department.Also later provided 6 months, 2nd, 3rd line support to Mouchel mainly to Manchester offices. AUCKLAND COLLEGE , LIVERPOOL - 4 year contract ( renewed as per the client need ). Key services included: Evaluation, installation, testing, implementation and maintenance of hardware, software and operation systems installationsLIVERPOOL DIRECT (LIVERPOOL COUNCIL ) - Network upgrade of 181 schools in Liverpool as a part of a team of 10 EngineersHALTON BOROUGH COUNCIL - 5 month contract - MBNA - CHESTER - 3 months contract - hardware & software deploymentsMarks and Spencer - 2 months contract - hardware & software deploymentsBOC - 1 month contract - hardware & software deployments

Role and Achievements include: - Developed an IT infrastructure for the new premises- Formulation of policy, procedures and initiatives for the use and development of IT- Provided Network Support : Design, maintain, troubleshoot & support computer network- Designed the Internet policy for the School- Designed the Staff training material and IT training to staff & students- Built, repaired, diagnosed, troubleshoot & upgraded the computers and laptops- Designed & upgraded the website and distance learning approaches - Rebuilt and modernized the College’s existing database.

SME IT solutions across Merseyside. Part of a small team of engineers we took many contracts from local businesses to care homes,schools and local authorities in the regionRole and Achievements include: - Built, repaired, provided support and marinated the networks.- Managed Call outs and 1st , 2nd and 3rd line support to clients.- Supervision and training of the staff.- PC desk support to remote clients & project estimation.- Inbound calls to customers and Online support- Delivered complex IT solutions on time and to budget- Projects include : providing complete infrastructure with all aspects of voice and data communications and design and development of an up to date end- user interface with the networked applications and facilities.- Involved in variety of roles from Network support officer to software development cycles, catering my services to the organizations like: - Halton Borough Council, Merseyside Welfare Rights, Mersey care Agency, Park View Tuition, Jackson & Canter Solicitors, Friends Info. Centre, Global Kall Ltd., AMS Ltd.

Certificate, Microsoft Certified Professional

Bachelor'S Degree, Computer Engineering