Mariam Khan

I have experience in support and documentation of Networking and Connected Security Solutions in a variety of environments including public cloud as well. I am a technically up-to-date, commercially aware individual with skills to communicate at all levels, possessing a track record of continuous achievements. I possess a positive attitude, good communication and problem-solving skills, involving troubleshooting and employing different problem-solving techniques depending on the issue I am facing.

I am a technologist who enjoys working in a commercially driven environment and can demonstrate technical capability, get hands on with technology, and build technical relationships, ultimately to satisfy the customers and grow company's footprint

1st Line IT Support Analyst - SCC – MBDA

(2023-03 - 2023-10)

• Receive and log incidents from MBDA Users
• Diagnose incident
• Attempt 1st time fix or identify the resolver in order to meet the set SLA's
• Dispatch to support team
• Monitor despatched incidents against SLA and initiate escalation process if appropriate
• Installation of software / mass deployments
• Owning incidents through to completion
• Conduct early morning checks to identify any potential service incidents, i.e. network and room availability
• Raise appropriate records to resolve any found incidents
• Contributes to SLA attainment across all services
• Creation of user accounts across different networks
• Closure / deletion of user accounts
• Granting permissions to user accounts using Active Directory

1st IT support analyst - Mirus IT Solutions

(2023-12 - 2024-09)

• Answering inbound calls within an agreed answer time SLA of 9 seconds
• Logging all customer issues, queries and requests into the ticket management system
• Diagnosing customer issues and providing high level of first time fix
• Manage and work with internal and customer SLA's
• Creating and maintaining customer specific infrastructure documentation
• End to End ownership of problem resolution
• Managing Client expectations through clear communication
• Underake all other reasonable requests
• Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge
• Filtering spam/suspicious emails through mimecast
• Applying Anti-Virus to end users machines

Technical Support Analyst – Group IT - Lebara

(2024-09)

• Ensure all support requests and incidents are accurately identified categorised, prioritised, diagnosed and managed in the service management system
• Take ownership of support requests and incidents through to resolution, ensuring that requests and incidents which cannot be resolved are escalated to the correct resolver group
• To manage the support provision from any third-party supplier
• Deployment and configuration of hardware, operating systems and software applications
• Maintenance of Technical Support knowledge base and produce knowledge base articles and user instructions
• Troubleshooting application systems and networking issues
• Diagnosing and troubleshooting hardware and software faults
• Processing Joiners, Movers and Leavers requests
• Project work related to the introduction and deployment of new software and services.(Win11 migration)
• Support the problem management function in the root cause analysis of incidents
• Following and establishing policies and procedures in line with ITIL

GCSE - Challney High School for Girls (2015 - 2020)

Level 3 - Business - Luton Sixth Form College (2020 - 2022)

Level 3 - Information Technology - Luton Sixth Form College (2020 - 2022)

Level 3 - BTEC LAW sub-Diploma - Luton Sixth Form College (2020 - 2022)

Cyber Security Course - Cyber Security - GET ON INSTITUTE (2023-06 - 2023-12)