Akaash Din

Tech-savvy and results-oriented professional with progressive experience in managing IT infrastructure, providing exceptional user support and ensuring smooth operations in diverse, fast-paced environments. Skilled in troubleshooting hardware and software problems, optimising system performance, and enhancing user satisfaction. Proficient in delivering timely and effective technical support to end-users with a strong emphasis on minimising downtime.

Proven success in Windows 10 and 11 migrations, coupled with a strong knowledge of Windows OS and Office packages, including O365. Instrumental in streamlining IT processes to boost operational efficiency, managing service requests, and delivering prompt resolutions. Strong ability to prioritise tasks, manage heavy workloads, meet tight deadlines, and collaborate with cross-functional teams and leaders at all levels.

IT Network Engineer - Post Office, UK Based

(2024-07)

Supported field and infrastructure teams within the Post Office, carrying out on-site network installations upgrades. Responsibilities included configuring and installing Cisco routers, switches, firewalls, and wireless access points. Provided remote technical support, diagnosing and resolving network and connectivity issues.

• Provided technical support to field and infrastructure teams within the Post Office, delivering both on-site and remote assistance.
• Completed full network installations at client sites, including the deployment and configuration of Cisco routers, switches, firewalls, and wireless access points.
• Delivered remote and face-to-face troubleshooting for user devices, ensuring timely resolution of hardware and software issues.
• Managed incidents and service requests using ServiceNow, including ticket creation, escalation, and closure in line with SLA requirements.
• Administered user accounts and permissions through Active Directory, including modifying administrative rights.
• Enrolled and managed devices using Microsoft Intune to ensure compliance and security standards.
• Applied advanced troubleshooting and analytical triage techniques to diagnose and resolve complex technical issues.
• Provided comprehensive support for Cisco technologies, adapting solutions to meet diverse operational and user requirements.

IT Support Analyst - Sopra Steria, Cambridge - Cambridge

(2022-08 - 2024-04)

Supported field and infrastructure teams in Public Health Sector with operational tasks. Addressed IT service requests and incidents as well as diagnosed and resolved hardware/software issues for Sopra Steria employees. Assisted in installation, configuration, and maintenance of IT systems, including operating systems, applications, and network infrastructure. Conducted remote troubleshooting to resolve user device issues.

• Delivered 2nd line support for systems and services to minimise disruptions.
• Enhanced user experience through O365 and Microsoft Office suite support.
• Oversaw stock inventory and documented damaged machines through CDMB system.
• Developed secured user environment by overseeing Active Directory Users and Computers.
• Employed advanced troubleshooting techniques and analytical triage for complex technical issues.
• Managed ServiceNow ticketing systems by opening, closing, and escalating tickets to guarantee timely issue resolution.
• Offered comprehensive support for Apple and Android technologies, catering to diverse user preferences and requirements.

Service Desk Analyst - SCC, Huntingdon - Huntingdon

(2021-01 - 2022-07)

Designed, configured, and maintained Windows 10 build environments in close collaboration with multi-disciplinary teams. Carried out thorough testing, troubleshooting, and quality assurance to guarantee reliability and functionality of Windows 10 builds.

• Implemented timely driver updates on specific laptop and desktop models to enhance overall device performance.
• Addressed IT service requests and incidents as well as diagnosed and resolved hardware/software issues using the Cherwell ticketing system.
• Executed precise device assembly and verification, tailoring each unit to meet unique requirements of individual trusts.
• Showcased expertise in working with a variety of devices, including Lenovo models, such as 260, 270, 280, x13, x390, M70q, M710, and M720s.
• Achieved successful deployment and seamless rollout of devices for VIP clients, enhancing their overall experience and satisfaction with provided services.
• Facilitated in construction and deployment of over 4000 devices, comprising laptops and desktops, within a custom-built environment by leveraging switches, hubs, and KVMs.

Windows 10 Deployment and Support Engineer - Royal Surrey Hospital Trust, Surrey - Surrey

(2020-01 - 2020-12)

Performed testing and quality assurance to validate compatibility of applications and hardware with Windows 10. Trained and guided staff on Windows 10 features and best practices. Distributed login credentials to staff for seamless access to Windows 10. Reinstalled applications and clinical hardware to maintain operational efficiency.

• Executed a successful transition to Windows 10 for six main hospitals throughout Surrey.
• Ensured uninterrupted healthcare operations by delivering robust support for EMIS clinical system.
• Oversaw migration of over 2200 Windows 7 devices, facilitating a smooth transition to Windows 10.
• Served as primary liaison for staff throughout migration process and extended comprehensive post-migration support.
• Offered technical assistance for various plug-in hardware, including scanners, heart rate monitors, and other specialised equipment.
• Developed secured user environment by overseeing Active Directory Users and Computers.
• Providing specialist support effectively and in a safe manner whilst adhering to COVID regulations.
• Providing users support on O365 and Microsoft Office package.
• VPN support and configuration.
• Providing staff with login credentials for Windows 10.

Break-fix Field Service Engineer - Luton & Dunstable Hospital, Luton - Luton

(2019-01 - 2019-12)

Assisted in development and implementation of preventive maintenance plans, tracking equipment performance, and making recommendations for equipment upgrades/replacements to streamline hospital operations. Diagnosed, replaced, and upgraded, IT hardware, encompassing cables and peripherals, in strict adherence to industry standards and manufacturer specifications.

• Successfully fulfilled the entire contract term.
• Earned commendations from both users and managers for exceptional performance.
• Supported NHS staff during COVID-19 pandemic by offering technical support and promptly resolving equipment issues.
• Diagnostics, swap out, break-fix, upgrades and builds of both IT hardware including cables and peripherals.
• Device and connectivity troubleshooting.
• Developed secured user environment by overseeing Active Directory Users and Computers.
• Providing users support on O365 and Microsoft Office package.
• Providing staff with login credentials for Windows 10.

Desktop Support Engineer - HBL IT Services, London - London