Mohammad Ibraheem Khan

A confident and highly organised individual with experience in a busy office environment. Consistently strives to achieve the highest standard in customer service possible within any situation. Can adapt quickly to new environments and work using own initiative or contribute effectively within a team.

Reliable with the ability to prioritise responsibilities. A dedicated and compassionate person looking to develop a career in Information Technologies and take on new challenges. Always looking for ways for improvement and to achieve long-term goals.

Service Desk Operator - Netcompany

(2024-05)

• 1st and 2nd level support and triage for large critical systems
• Link between customers and the rest of Netcompany
• Triage, record and resolve of various technical natures
• Procedure writing for client systems
• Set up and update auditing
• Alert Monitoring and Event Management of large critical systems
• System maintenance and patching

Digital Service Desk Technician - NHS MFT

(2023-07 - 2024-05)

• Accurately record and triage IT-related issues, requests, and queries received by telephone, electronically, or in person using the Trust's Service Desk system
• Monitor open tickets against agreed SLAs (Service Level Agreements) and chase progress with support teams as appropriate
• Manage the user experience and their expectations by keeping them updated on the status of their reported Tickets
• Carry out basic troubleshooting activities and provide first-time fixes where possible

Technical Support Work Experience - AFP Technology

(2022-12 - 2023-02)

• Providing excellent customer service
• Logging ticket and supporting client
• Hardware knowledge in terms of PC / laptop build and setups, basic hardware diagnostic skills

Call Centre Operative

(2019-09 - 2023-07)

• Providing excellent customer service
• Responding quickly and courteously to customer and driver queries
• Booking taxis for customers, dispatching bookings to drivers
• Assisting drivers to get customers A to B

IT Work experience - Leeds City Council

(2018-09 - 2018-09)

• Providing excellent customer service
• Help repair non-functioning computers
• Find solutions to customers queries

Computer Forensics and Security - Leeds Beckett University (2019 - 2022)

BTEC national diploma level 3 - IT - Notre Dame college (2017 - 2019)

CTEC Business level 3 - Notre Dame college (2017 - 2019)