Umer Darr Email & Phone Number

London Area, United Kingdom

Working on a tech bar in a team to provide support to 3000 users using ServiceNow. Providing 2nd line support, face to face, over the phone, via email and remotely. Mobile device management, dealing with iPhone and iPad setup for new starter requests. Extensive use of Office 365 package and Group Policy and Windows 11. Installation of software using Active Directory and SCCM.Installing and troubleshooting issues with laptops, tablets and peripherals. Installing, configuring and upgrading hardware such as hard drives, RAM, wired and wireless networks and backup solutions such as external drives while adhering to all recommended safety protocols

London

Deutsche Bank installation project. Installing, configuring and upgrading software such as Windows 10 using Intune. Rolling out and installing over 8000 computers and peripherals. Meeting organisational goals, prioritising and sharing the workload which developed my ability to work in a team. Working extra hours and often at short notice demonstrated flexibility in order to meet the needs of the business. Staying informed of new technologies through internet forums and blogs. Setting up traders desks, 3 and 4 screen trader setup.

London

Providing 2nd line support to up to 3000 users , face to face, over the phone, via email and remotely using ServiceNow. Receiving up to 10 calls per day, logging and responding to user requests as well as escalating issues to senior staff members whenever necessary. Mobile device management, dealing with mobile phone handsets for new starter requests. Installing and troubleshooting issues with laptops, tablets and peripherals. Extensive use of Office 365 package and Windows 11. Installation of software using Active Directory and SCCM.

London, England, United Kingdom

Rolling out and installing over 800 computers. Installing, configuring and upgrading software such as Windows 10 and any other programs as requested by the client. Installing and troubleshooting issues with desktops, and peripherals. Installation of software using Active Directory and SCCM. Extensive use of Office 365 and Group Policy, carrying out PC installations and deployments.

Hatfield, England, United Kingdom

Installing, configuring and upgrading software such as Windows 10, Office 365, antivirus solutions and any other programs as requested by the client. Installing, configuring and upgrading hardware such as hard drives, RAM, and backup solutions such as external drives while adhering to all recommended safety protocols. Staying informed of new technologies through internet forums and blogs. Rolling out and installing over 500 laptops, printers and peripherals. Updating firmware and enabling network access for printers. Working under pressure and to tight deadlines ensuring high levels of standard and service at all times.

Provided 1st line technical support to 1000 users dealing with support queries in person, via phone, email and the IT help desk system helping resolve any hardware or software problems.Maintained a high degree of customer service for all support queries and adhered to service management principles. Diagnosed and resolved problems accurately making sure they are logged correctly in the IT ticketing system (Okta) and either closed successfully or escalated appropriately to 2nd/3rd Line support teams. Installing and troubleshooting issues with desktops, laptops, and peripherals using PowerShell validation scripts and TeamViewer. Building, reimaging, and deploying laptops and desktops for Windows 7-10 and Apple OSX. Installing, configuring, and upgrading software such as Windows 10, Office 365, antivirus solutions (Sophos), FortiClient, Mimecast and any other programs requested by the client. Rolling out and installing over 200 laptops, including backing up and wiping laptops to the cloud. Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management.

Hackney

Help Desk-Daily use of service-desk software, logging in calls and servicing customers’ needs via remote desktop system. Liaise with the Citizens Advice Helpdesk and other service providers, such as printer & telecom suppliers. Customer service-1st and 2nd line support to 200 case workers and volunteers per day by phone, email or face to face. Creating managing & monitoring cloud user accounts in Windows & Office 365. Troubleshooting-Network connections, MFD’s, IP phones, windows 7, Windows 10 software issues such as office 2016 related problems. Organised-Ensuring daily backups are completed, changing tapes and ensuring the server is running efficiently. Installing, configuring and upgrading of software and hardware keeping systems up to date, daily monitoring of MFD’s and servers. Extensive use of Office 365 package, active Directory, Windows 7, Service Desk plus, Log-me-in and IP phones. Project work, including comparisons of required new equipment, provisioning packages, desk movements, etc. Perform regular laptop & desktop updates for: Windows, Google Chrome, adobe, Microsoft Office Suite, Log-me-In, 7-Zip. Create and update IT documentation on IT WIKI including training, Frequently asked questions & technical manuals.

Performing stock replenishments which required excellent organisational and time-management skills. Dealing with difficult customers in a calm and polite manner whilst maintaining a high level of customer service and professionalism at all times. Serving up to 100 customers per day helped develop my communication skills and my ability to work in a busy fast paced environment. Meeting organizational goals, prioritising and sharing the workload which developed my ability to work in a team. Working extra hours and shifts during busy seasons often at short notice which required flexibility. Escalating calls to the appropriate person when I was unable to resolve an issue.

London, United Kingdom

Planning lessons before teaching classes helped to develop my organizational and time management skills. Ensuring customer needs and expectations are always met whilst providing excellent customer service. Teaching elderly people how to use the internet which helped me develop my communication skills. Prioritising and sharing the workload which developed my ability to work in a team.Identifying any issues with learners and escalating as necessary helped develop my problem-solving skills

London, United Kingdom

Working alongside the supervisor which developed my time management skills. Helping clients in a busy environment whilst providing excellent customer service at all times. Helping clients and dealing with occasional complaints helped to develop my communication skills. Managing heavy workloads whilst working in a team, supporting others developed my team working skills

Network Professional Programme

Ba Management

A Levels, Law (B), Economics (C)

Gcse, Maths (C), Economics (A), Accounting (C), English (C)