Mohammed Ahmed

Walthamstow, London · England · mohammed.ahmed.work@gmail.com

I am a Desktop Support Engineer with over 9 years of experience. I handle onboarding and offboarding processes, deskside and remote assistance, network connectivity, file storage, and hardware repairs. I also liaise with manufacturers and vendors to order replacement parts and ensure optimal performance. I have a BSc Honors in Business Information Systems from the University of Westminster, where I gained a solid foundation in IT concepts, tools, and methods. I have over 9 years of experience in various IT roles, including infrastructure, application, and software support. I have a particular interest and skill in AV systems, having supported lecture theatres, boardrooms, and VIP meetings using Crestron and Extron equipment. I am also passionate about learning new technologies, such as Python and Azure, and applying them to my own projects and professional development.

Experience

Senior IT Support Officer

UCL School of Management

Sole IT Support Officer providing prompt 1st line and 2nd line support to 400+ students and 80+ academic and administrator staff members.

  • Onboarding/offboarding staff members.
  • Deskside/remote support to staff and students on a different range of laptops/PC’s/tablets. (Lenovo, Dell, HP, Apple)
  • AV System support (Crestron) for lecture theatres
  • Eduroam network connectivity support
  • File storage and managed desktop support (Citrix XenServer)
  • Carry out repairs to laptops/PC’s/printers/hardware internals replacement
  • Liaise with manufacturers when ordering replacement parts
  • Video conference/meeting support to VIP’s and Executives
  • Travel to main campus in Bloomsbury to provide support to other staff members on an ad-hoc basis.
  • IT Procurement – Request quotes, raise orders.
July 2017 - Present

Service Desk Analyst

University of London

Support the day-to-day operation of the Service Desk by logging tickets in a call logging system (Service Now)

  • Answering customer calls and emails and attempt to resolve incidents at 1st line and 2nd line for all services or refer to 3rd line support if necessary.
  • Carrying out PC moves and software installations whenever required.
  • Resolving incidents relating to PC’s, laptops, tablets, mobile phones, MDF printers
  • Helping students connect to the internet through their computers whilst they are staying in their halls of residence.
  • Monitor and escalate all incidents/service requests in accordance with agreed service levels.
  • Carry out repairs to laptops/PC’s/printers/hardware internals replacement
  • Keep customers informed of status and progress of calls logged
  • Ensure that operational procedures and work instructions (to ISO9001 and ITILv3 standards) are correctly followed.
August 2016 - June 2017

Education

University of Westminster

Bachelor of Science
Business Information Systems

Upper Second Honors 2:1

September 2010 - August 2013

Skills

Programming Languages & Tools

Interests

Apart from being a IT Engineer, I enjoy most of my time being outdoors. I enjoy playing racket sports like Badminton and Tennis. I also spend my free time cooking new meals and playing video games.

Currently Learning

  • Microsoft Azure Fundamentals AZ-900
  • Microsoft Azure Administrator AZ-104
  • Networking Fundamentals (CCNA)

Homelab

  • Dell OptiPlex 3000 - i7 12700, 32GB, 2TB SSD
  • Office 365 Developer Tenant account - administering AD.
  • Windows Server 2019 - Active Directory, Group Policy, DNS, DHCP, Powershell
  • Google Workspace account
  • Jira/Atlassian demo
  • M2 MacBook Pro - VMWare Fusion for VMs