2nd Line IT Support Engineer - Chalkline Solutions Limited
(2026-02)
- Providing remote and onsite 1st and 2nd line IT support to multiple clients within MSP environments.
- Managing incidents through ConnectWise, and Halo while ensuring SLA targets are achieved.
- Supporting Microsoft 365, Exchange Online, SharePoint, Azure AD/Entra ID, MFA, and Conditional Access.
- Managing devices using Microsoft Intune, SCCM, Windows Autopilot, and Cisco MDM solutions.
- Supporting Azure Virtual Desktop and troubleshooting FSLogix profile issues.
- Monitoring systems and backups using Auvik, CheckCentral, and Acronis Cloud.
- Troubleshooting networking issues including DNS, DHCP, VPN, TCP/IP, routing, LAN/WAN, and Wi-Fi.
- Providing support for email security solutions including Mimecast, Barracuda, and Microsoft Defender.
- Supporting network printers, PaperCut, and Follow Me printing solutions
2nd Line IT Support Engineer - CMA-CGM UK Shipping Ltd
(2024-06 - 2025-12)
- Delivered 2nd line technical support for escalated incidents across hardware, software, systems, and network environments.
- Managed Azure Active Directory including user lifecycle management, group policies, roles/permissions, Conditional Access, and security controls.
- Administered Microsoft Intune (Endpoint Manager) for device enrollment, compliance policies, application deployment, and MDM security configuration.
- Performed Windows Autopilot provisioning to automate and standardize new device setup for onboarding.
- Set up, imaged, and maintained PCs using SCCM for OS deployment, patch management, and software updates.
- Supported Office 365 applications such as Exchange Online, Teams, SharePoint, OneDrive, and handled mailbox management.
- Assisted in onboarding and off boarding processes ensuring correct device setup, access provisioning, and secure account removal.
- Managed user accounts, group policies, MFA settings, and permissions through Active Directory and Azure AD.
- Provided support across multiple platforms including Windows, macOS, iOS, and Android.
- Utilized Microsoft Defender and other MDM/MAM tools to ensure endpoint security and compliance.
- Troubleshot and resolved hardware, software, and network issues, consistently achieving high SLA performance.
- Documented technical procedures, resolutions, and configuration steps to improve service efficiency.
- Collaborated with 1st and 3rd line teams to resolve complex issues and support infrastructure improvements.
2nd Line IT Support Engineer - ATECH SUPPORT LTD
(2021-07 - 2024-05)
- Serving to resolve incidents through a defined incident management system.
- Management of Azure Active Directory, Active Sync, Group Policy, Multi-Factor Authentication (Microsoft and Duo), Windows Server.
- Managing network using Cisco Meraki.
- M365 user management, Office 365 Exchange management, Device management (Intune), License management.
- Share Point management.
- Email Security Management, Identifying Spam/Phishing attacks.
- Mainly involves in Server, Network devices and website Monitoring, Active Directory, Group Policy, Mobile Device Management, Scripting Automation, and Antivirus Management.
- Data Backup management using, Azure Backup, Veritas Backup Exec, Veeam, Macrium Backup
- Raise support tickets to Microsoft / seek advice on most efficient ways of overcoming issues
- Providing outstanding onsite support for companies such as The Big Table Group.
- Being involved in doing IT inductions, laptop builds and monitoring networks.
Senior IT Support - MEDICAL PROFESSIONAL PERSONNEL LTD - London UK
(2021-01 - 2021-06)
- Provide support for all desktop issues, executive/team support and end user clients support remotely.
- Troubleshooting across all relevant IT verticals (end user hardware, mobility, desktop applications, printing/scanning, networking, updates, backup and patching, etc.)
- Provide users with mailboxes, licenses and permissions on both on-premises Active Directory/VM ware and Office 365
- Working experience of creating users from scratch, configuring and deploying new servers
- Dell, VMWare, and Microsoft vendor support for call escalation
- Configuring SonicWALL for VPN
- Maintain accurate documentation and designs of systems configurations, architecture, and network/operating procedures
- Installing Dell server and configuring Hyper-V replication
- Monitoring SQL safe management console.
- Monitoring VM server using VSphere
- Handling IP phone systems with the help of service provider
- Setup laptop to work from home
- Monitoring backups for VM using VEEAM backup
- Configuring camera remotely
- To assist in the training, development and mentoring of less experienced colleagues, peers and other staff as necessary
- Completing small projects as required, including researching and testing new products and technologies
2nd Line Service Desk Analyst - SPEEDSTER IT LTD - LONDON - London UK
(2020-02 - 2020-03)
(COVID 19– due to Lockdown)
- Responsible for providing some high quality customer service support to clients remotely (Windows/laptop/desktop and printers. Enterprise standard software, email Account through Wireless network)
- Troubleshooting Windows servers, Exchange servers, network connectivity issues (Active Directory, DHCP, DNS, VPN, Wi- Fi/Ethernet, Outlook/Exchange)
- Maintaining firewall and security issues, working remotely, resolving issues online as necessary • Provide ticket status updates to management and end-users.
- Apple devices - setup and troubleshooting
- Network printer configuration
- Windows client image testing
- New user & profile creation
Freelancer - FREELANCER - LONDON - London
(2019-09 - 2020-01)
IT Support Engineer - SPANNETS LIMITED - LONDON - London UK
(2018-06 - 2019-07)
- Network System maintenance and troubleshooting. Monitoring clients Infrastructure.
- Installation, configuring and troubleshooting - Windows Server 2008, 2012 and 2016
- Windows 7 & 10, Office 2013, 365, WSUS, Exchange 2010, Active Directory (AD), DNS and DHCP, Creating Group Policy Enforcement, managing file server and user permissions
- Routing, Switching, Firewall and VPN setup
- Helpdesk support Windows/laptop/desktop hardware and printers. Enterprise standard software, email Account and Privilege Wired/Wireless network
- Maintaining firewall and security issues, working remotely, resolving issues online as necessary
- Deliver customer service and support to end-users in office or via remote connection or over the Internet via the emails, phone enquiries and other methods
- Monitoring the day-by-day Symantec backup EXE and restoring and maintaining asset inventory, Administration of Office 365 admin center
- Maintain relationships with key vendors and service providers, handled SAGE ERP issue, with overseas coordination
- Maintaining a virus free environment with Symantec and configuring Buffalo NAS for Network storage using LDAP
- Troubleshooting on VoIP systems, actively managing IP communications, audio/video conferencing, mobility and presence and troubleshooting networks
- Configuring exchange users on Apple and Android to use emails and generally troubleshooting both systems
- Installing, configuring, troubleshooting and managing Video Conference (VC) Systems, setting up conference calls between various Branches
- Call Ownership - Ticket Creation, Update, Closure
- Provide ticket status updates to management and end-users.
- (Project) Mailbox migration from Rackspace to exchange online (office 365)
Senior IT Support Engineer - BAHRAIN SPECIAL TECHNICAL SERVICES CO WLL - BAHRAIN - Bahrain, Qatar, Saudi Arabia & Abu Dhabi, UAE
(2011-10 - 2018-04)
- Building and developing infrastructure and systems to meet the needs of the company across Bahrain Head/Site Office (Tatweer Petroleum/ALBA laydown), Qatar Branch office, Saudi Arabia Branch Office and Oman Head Office
- Installing, configuring and troubleshooting Windows Server 2008 and 2012, monitoring performance and space utilisation
- Installing, configuring and troubleshooting Windows XP Professional, 7 & 10, Office 2007, 2010, 365, WSUS, Exchange 2010, Active Directory (AD), DNS and DHCP, Creating Group Policy Enforcement, managing file server and user permissions
- Firewall in all 3 Branch offices (Bahrain, Saudi Arabia, Qatar/Oman), and setup VPN
- Troubleshooting access and permission problems to common resources, implementing security permissions on network
- Addressing issues with Laptops, Desktops, Printers & Network hardware, replacing as necessary
- Handling LAN/WIFI, firewall and security issues, working remotely over the 3 locations, resolving issues online as necessary
- Monitoring the day-by-day Symantec backup EXE and restoring and maintaining asset inventory
- Building and maintaining relationships with key vendors and service providers, handled ERP issue, with overseas coordination
- Maintaining a virus free environment with Symantec and configuring Buffalo NAS for Network storage using LDAP
- Performing daily account provisioning and level 2 troubleshooting on VoIP systems, actively managing IP communications, audio/video conferencing, mobility and presence and troubleshooting networks
- Configuring exchange users on Apple and Android to use emails and generally troubleshooting both systems
- Installing, configuring, troubleshooting and managing Video Conference (VC) Systems, setting up conference calls between various National Directors and evaluating and coordinating vendors ensuring Quality Assurance according to procedures
Senior Customer Support Engineer - URICH COMPUTER SYSTEMS CO LLC - OMAN - Oman
(2006-04 - 2011-10)
- Handled all help desk and technical support for networks, hardware and software, heading a team of 18, analysing and reporting on helpdesk performance metrics
- Undertook installation, configuration and troubleshooting on Windows Server 2012, 2008, 2003, XP Professional, 7, MS Exchange 2010, 2007, 2003, 2000, ISA Server 2006, 2004, 2000 and Office
- Administrated and managed servers based on diverse platforms, installing software and conducting migrations and updates
- Provided connectivity to users, assigned rights and restricted access based on company policy, installed and configured software and printers for end users, upgraded hardware and software and handled all troubleshooting as required
- Managed DHCP, WSUS, BACKUP, File Server, and Printer Servers with optimum infrastructure, installed and configured firewalls and setup VPNs, projects included:
