Junayd Ghafoor

Second Line Technical Support professional with three years' experience resolving escalated incidents across Windows desktop, Microsoft 365, user accounts, hardware, software, networking and end-user devices. CompTIA IT Fundamentals (ITF+) certified, with a strong record of ticket ownership, structured troubleshooting, clear documentation and customer-focused support in fast-paced environments. Confident supporting users remotely and on site, prioritising incidents against service levels, escalating complex faults appropriately and communicating technical information to people with different levels of digital confidence.

Brings additional experience in regulated customer service, AV and broadcast technology, data protection and information security.

Second Line Technical Support - Silver Mane Ltd

(2023-09)

Provide second-line technical support, taking ownership of escalated incidents and service requests through diagnosis, resolution, documentation and appropriate escalation.

• Resolve Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, hardware, software, printer and peripheral issues for end users remotely and on site.
• Administer user accounts, password resets, groups and access permissions in Active Directory and Microsoft 365, following approved security and data-protection procedures.
• Investigate network and connectivity faults across LAN, Wi-Fi and VPN services using structured troubleshooting of TCP/IP, DNS and DHCP-related issues.
• Configure and deploy desktops, laptops, mobile devices, applications and peripherals; support updates, patching and equipment replacement.
• Prioritise and manage tickets against service levels, maintain clear user updates and escalate server, infrastructure or supplier issues with complete diagnostic evidence.
• Maintain accurate incident notes, asset information, technical documentation and reusable knowledge articles to improve resolution quality and support first-line colleagues.
• Support Windows Server, file and print services and routine operational checks, working collaboratively with senior technical staff on complex faults and change activity.

Customer Advisor - Vodafone

(2022-09 - 2023-08)

Delivered customer-facing support and account administration in a regulated retail environment handling sensitive personal and financial information.

• Diagnosed handset, SIM, mobile-data, account and connectivity faults, resolving issues at first contact or escalating firmware and hardware failures to specialist teams.
• Verified customer identities and processed account changes in accordance with FCA, GDPR and information-security requirements.
• Supported more than 250 customer accounts using Vodafone CRM systems while maintaining accurate case and stock records.
• Explained technical solutions clearly to customers with different levels of confidence and managed competing enquiries during busy periods.

Technical Studio Support - Inspire FM

(2018-01 - 2019-08)

Set up and operated studio, recording and broadcast equipment for more than 20 live programmes.

• Monitored audio quality and live output, diagnosing equipment, signal and software issues to maintain continuity during broadcasts.
• Supported presenters with microphones, mixing controls, playback systems and recording workflows, communicating calmly during live incidents.
• Maintained orderly technical setups and assisted with pre-broadcast checks, content preparation and fault reporting.

Advanced Legal Theory and Linguistics Programme - Advanced research, critical evaluation, structured reasoning, written communication, independent learning and professional presentation

GCSEs - Eight GCSEs including English, Mathematics and Sciences