Hassan Anwar

CompTIA A+ certified IT professional currently completing a Level 4 Network Engineering Apprenticeship with hands-on experience in service desk operations, user administration and enterprise IT systems. Experienced in triaging incidents, supporting users across cloud and on-prem environments and working with tools such as Azure, Active Directory, Adaxes, Jamf, Mimecast, Intune and ServiceNow. Strong understanding of IT infrastructure, security fundamentals and troubleshooting with a growing focus on transitioning into a junior cybersecurity role.

A confident communicator with proven experience presenting technical concepts and supporting both technical and non-technical users.

Service Desk Coordinator - Level 4 Network Engineering Apprenticeship

(2025-06)

• First point of contact for a global service desk supporting internal users and external teams across multiple IT domains
• Triaged and prioritised a high volume of incidents and service requests via ServiceNow, considering business impact, urgency and potential security implications
• Acted as a central coordination point across so IT, HR, security, network and hardware-related tickets, ensuring accurate routing and timely resolution
• Supported major incident management including creation of parent tickets, coordinating updates and assisting in service restoration
• Performed secure account recovery and user administration tasks including password resets and BitLocker recovery key support following access control procedures
• Provided first-line troubleshooting across hardware, software and user access issues in both cloud and on-prem environments
• Worked with enterprise systems including Active Directory, Azure AD, Exchange (Online & On-Prem), Intune, Mimecast, Adaxes and ScreenConnect
• Maintained clear communication with users in high-pressure situations, helping manage expectations and handling escalations professionally
• Gained exposure to security-focused processes including identity and access management and secure configuration practices

BTEC Level 3 Extended Certificate - Information Technology - Derby Moor Academy (2024-05)

BTEC Level 3 Extended Certificate - Applied Science - Derby Moor Academy (2024-05)

BTEC Level 3 Extended Certificate - Business Studies - Derby Moor Academy (2024-05)

Level 4 Network Engineering Apprenticeship - Network Engineering (2025-06)