Sayed H. Email & Phone Number

London, Gb

Slough, England, United Kingdom

Involved with several projects Win10 refresh, Security Multi Factor Authentication, Office Plan. Deploying, maintaining and troubleshooting the Desktop and Laptop estate Deploying and troubleshooting Microsoft Operating systems, Microsoft Office suite and other mainstream software, hardware infrastructure configuration and troubleshooting · Deploying and troubleshooting VOIP phones, supporting configuration of mobile phones connectivity to corporate applications (mail, multi-factor authentication).Network connectivity troubleshooting and port patching · Maintaining comprehensive and meaningful updates on the ITSM (ticket handling) system (Service-Now).Asset management and record keeping of the Internal Hardware and Software estate, Adds and Changes Working with the Windows and Security teams to deploy and maintain Group Policy and corporate standards. Ensuring escalation process is followed and issues are communicated to other teams and management, Supporting internal Cisco Meraki WiFi solution.

Berkshire

Involved with Windows 10 rollout project utilised SCCM for deploying machines.Utilised Windows Server & Active Directory to provide technical support on Win 7/Win 10 & Linux desktops including a range of applications such as citrixProvided VIP meeting assistance support dealing with a range of Polycom kit (VOIP)Assisted with troubleshooting Bio Pharma lab instruments used for extensive bio pharma research – Molecule research.Contributed to improvement of IT processes egfault logs, asset managementLiaising with third party vendors to arrange inventory cycle

London, United Kingdom

- Worked with 'O365 Team' to roll out Office 2013 and off premise email across UAE and Europe Project Managed infrastructure requirements and relocation for the new clients office. Ensuring desktop calls where allocated to correct engineer. Worked with the team to improve call escalation and prioritisation. Managed allocation of iPhone, iPad's and Laptops. Worked with Datacentre Team to simplify desktop support using SSCM and Mobile Iron Clients Desktop and providing sale support in Amsterdam and Dubai.Involved with the following projects:- Laptop Refresh- Office 365 Rollout- Mobile Iron migration to Microsoft Intunes- Reconfiguring the UK sale auction systems- New office transition

Marlow

• Part of the o2 WiFi Unify team providing key support for O2 WiFi hotspots around the UK and working with 3rd parties to resolve incidents and fulfil service and change requests• Supporting networking solutions including WAN (MPLS, Internet, ADSL, VPLS), LAN, PBX, IPT and Security.• Providing proactive and reactive diagnostic and triaging services for customers to ensure we meet and exceed their expectations.• Managing SLAs across all aspects of the service by working with service delivery managers and assisting with service review reports.• Contributing to service improvement and coaching of team members as part of knowledge sharing.

Job Responsibilities:* Fielding incoming help requests from end users via both telephone and e-mail in a courteous manner.* Documenting all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.* Building rapport and elicit problem details from help desk customers.* Prioritising and scheduling problems. Escalating problems (when required) to the appropriately experienced technician.* Recording, tracking, and documenting the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.* Applying diagnostic utilities to aid in troubleshooting.* Accessing software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.* Identifying and learning appropriate software and hardware used and supported by the organization.* Performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.* Installing anti-virus software.* Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.* Test fixing to ensure problem has been adequately resolved.* Performing post-resolution follow-ups to help requests.* Developing help sheets and frequently asked questions lists for end users.

Bracknell

Responsibilities:• Obtaining accurate user and fault information and logging it on the call management system.• Providing technical support & troubleshooting.• meeting personal productivity and quality targets as agreed with the Team Manager and in line with contractual SLA's.• To provide levels of customer service in line with contractual SLAs and internal call quality targetsAchievements:• Achieving 60% first time fix rate or routing of call to final resolution• Diagnosing issues escalating when necessary with all parties• Providing support to the ministry of defence

Responsibilities:• PC troubleshooting, repair, installation and upgrading in a Windows environment(Windows XP & 7, Microsoft office, word, excel, outlook and PowerPoint)• Providing onsite and/or over the phone support and advice to end-user• Dealing with all kind of users including VIP and Executives• Setting up presentations for executives and clients • Investigating, analysing and resolving software and hardware issues• Diagnosing issues escalating when necessary with all parties • Involved in software roll outs Achievements:• Dealing with demanding users and deadlines under pressure successfully• Consistently meeting the performance targets both individually and as a team• Identifying user needs efficiently, speedily, building up trust relationships

Bachelor Of Science Hons (Bsc), Business Information Systems

Activities and Societies: Cricket, Classical Music & Cooking

Btec National Diploma, I.C.T

Activities and Societies: Cricket

Education record

Activities and Societies: Cricket, 100m sprint