Khalil Ibrahim

Motivated and detail-oriented IT professional with over a year of experience as a Technical Support Analyst, providing first and second-line support in a fast-paced service desk environment. Experienced in incident management using ServiceNow, troubleshooting Windows environments, Active Directory administration, and documenting technical solutions. Passionate about cloud technologies and infrastructure automation, with hands-on experience building AWS projects and currently pursuing the AWS Certified Solutions Architect – Associate (SAA-C03) certification.

Strong understanding of networking fundamentals, scripting, and ITIL best practices, with a keen interest in Infrastructure as Code, DevOps, and Site Reliability Engineering. Eager to transition into a Junior Cloud Engineer role where I can apply my technical support experience while continuing to develop expertise in AWS, Terraform, CI/CD, containerisation, and cloud infrastructure.

Technical Support Analyst - OneAdvanced

(2024-10)

• Raised, managed and escalated major incidents using ServiceNow ensuring timely resolution and minimal business impact
• Provided 1st and 2nd line technical support to end-users across hardware, software, and network-related issues
• Monitored tickets queues and ensured SLA's were met consistently through efficient triaging and prioritisation
• Documented system diagnosistcs and remote troubleshooting via tools like remote desktop and active directory
• Documented incident resolutuons, root causes , and workarounds to conrtivute to internal knowledge base articaleschat

GCSEs - Heath Park Secondary School (2015-09 - 2020-07)

A-levels - Heath Park Secondary School (2020-09 - 2022-06)