Kalid I

IT Support Engineer with proven experience in 1st/2nd line technical support, systems administration and network troubleshooting. Expert across Windows 10/11, Microsoft 365, Active Directory and Microsoft Entra ID. Skilled in end-to-end incident management, SLA-driven ticket resolution, user account lifecycle administration and access control.

Strong networking foundation — TCP/IP, DNS, DHCP, subnetting, VLANs, trunking and Cisco configuration. Reliable, clear communicator, focused on fast issue resolution and uninterrupted business operations.

Service Desk Analyst - Globalnet - UK

(2025)

• Delivered 1st/2nd line support across Windows, M365, business applications and network infrastructure; diagnosed root causes and restored service with minimal downtime.
• Resolved complex Teams, Outlook and M365 access issues; applied structured troubleshooting to isolate faults and reduce repeat incidents.
• Managed Active Directory user lifecycle: account creation, resets, unlocks, group membership and OU administration per security standards.
• Coordinated full user onboarding/offboarding, access provisioning and M365 licence assignment.
• Ran ticket workflow via Jira Service Management — prioritised by impact/urgency, tracked SLAs, updated records and closed cases with clear documentation.
• Investigated connectivity faults: IP configuration, DNS resolution, DHCP allocation, gateway and network adapter status.
• Updated users clearly at every stage; escalated complex incidents with full diagnostic data to senior teams.

IT Support Intern - Stanmore College - London

(2023-10 - 2023-11)

• Imaged, configured and deployed desktops/laptops; installed OS and software to meet department standards.
• Connected and tested peripherals plus network links; assisted staff with Windows, hardware and connectivity troubleshooting.
• Identified, logged and escalated hardware faults with clear diagnostic summaries.

Customer Support Assistant - HASVO Charity - London

(2022-06 - 2024-01)

• Delivered responsive support to service users; adapted communication for diverse audiences.
• Maintained accurate, confidential records and admin documentation in Microsoft Office.
• Built strong foundation in issue resolution, service consistency and user-focused communication.

Level 3 Extended Diploma in IT — DMM - IT - Stanmore College (2023 - 2025)

Level 2 Certificate in Information Technology - Information Technology - Stanmore College (2023 - 2024)

GCSE English: Grade 4 | Mathematics: Grade 3 - English, Mathematics