Jack Nazrul

I am a Results-oriented professional with over 20 years of experience delivering technical solutions in dynamic environments. Proven expertise in end-user support across macOS and Windows platforms, as well as cloud-based systems. Skilled in diagnosing and resolving hardware and software issues, managing IT assets, and handling service requests using tools like ServiceNow.

Senior IT Technical Support Engineer - Nike Inc. - London, UK

(2020-01)

• Provided second/third line technical support for 500+ macOS/Windows for Corporate and Retail users, resolving 95% of tickets within SLA.
• Managed IT assets using ServiceNow, reducing inventory discrepancies by 20% through streamlined tracking.
• Configured JAMF and AirWatch MDM for device enrolment, security policies, and remote updates.
• Led office relocations and AV/VC setup for hybrid workspaces, minimizing downtime during transitions.
• Diagnosed network connectivity issues (DNS, DHCP, VPN) and collaborated with networking teams for resolution.

Senior Mac Support Engineer - Shoreditch Mac Repairs - London, UK

(2019-01 - 2020-01)

• Repaired 50+ Mac devices monthly (logic boards, displays, batteries), achieving 98% customer satisfaction
• Streamlined ticket workflows in JIRA, reducing resolution time by 25% through improved documentation
• Trained staff on macOS troubleshooting, decreasing recurring issues by 30%

Apple Technical Specialist - Apple Inc. - London, UK

(2018-08 - 2019-01)

• Resolved 90% of customer iOS/macOS issues onsite through in-store technical support.
• Delivered technical solutions for all Apple products, ensuring customers received accurate and efficient support.
• Delivered an exceptional level of service to each customer by listening to concerns and answering questions.

IT Support Technician - PC Solutions Tralee - Kerry, Ireland

(2005-10 - 2018-05)

• Provided hardware/software repairs for Small business and schools, growing client base by 40%.
• Designed and maintained small-office networks (LAN), improving connectivity for 20+ businesses.
• Volunteered IT training for 100+ students, boosting digital literacy in local schools.

Diploma - Information Technology - TMC Academy (1997-01 - 1997-01)

Diploma - Network Administration - Institute of Technology Tralee (2003-01 - 2003-01)