Mohammed Hameed

As a dedicated IT engineer with experience supporting environments across the NHS and telecommunications. Proven ability to deliver 1st/2nd line technical support, manage incident queues, and ensure SLA compliance while maintaining exceptional customer satisfaction. Recently earned the ISC² Certified in Cybersecurity (CC), demonstrating a strong foundation in cybersecurity principles and best practices, complementing hands-on skills in Windows 11 deployment and endpoint management.

Adaptable, collaborative, and committed to delivering secure, high-quality IT solutions in fast-paced environments.

Sales Assistant at Freshmart (2026-02 – Present)

• Delivered excellent customer service by assisting customers with purchases, queries, and product recommendations
• Maintained and replenished retail display shelves to ensure products were well presented and fully stocked.
• Handled cash and card transactions accurately while maintaining high standards of professionalism and communication.
• Supported daily store operations, including merchandising, stock organisation, and maintaining a clean and welcoming shopping environment.
• Worked effectively as part of a team to ensure smooth store performance and customer satisfaction.

First Line Analyst at Computacenter (2026-01 – 2026-02)

• First point of contact for users, handling a high volume of inbound calls and emails via Genesys.
• Ensuring all incidents are logged accurately into the ITSM system with the required information.
• Troubleshoot and resolve technical issues during the upgrade process.
• Provide clear, calm, and professional communication, effectively controlling calls and managing user expectations throughout each interaction.
• Manage incident and email queues proactively to meet service targets and ensure timely responses in line with SLAs and KPIs.
• Handle switchboard overflow calls during peak periods, maintaining service standards and professionalism under pressure.
• Update existing knowledge documentation where processes change and contribute to the creation of new knowledge articles to reduce repeat incidents and close knowledge gaps.

Windows 11 Support Technician at Sheffield Health and Social Care NHS Foundation Trust (2025-07 – 2025-09)

• Upgrading desktops and laptops to Windows 11 using SCCM and imaging tools.
• Imaging, building and configuring laptops and desktops for Windows 11 installation.
• Troubleshoot and resolve technical issues during the upgrade process.
• Ensured the successful deployment of Windows 11 across all devices.
• Travel to various sites to ensure deployment of Windows 11 desktop PCs.
• Using the Sunrise ticketing system, update users and book appointments.
• Backed up and migrated user data to ensure a smooth transition during device upgrades.

IT Deployment Engineer at Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust (2025-03 – 2025-06)

• Performed upgrades to Windows 11 on desktop PCs.
• Imaged, configured, and set up new PCs for Windows 11 installation.
• Identify and resolve any technical problems encountered throughout the upgrade process.
• Ensured the successful deployment of Windows 11 across all devices.
• Collaborated with clinical and administrative staff to schedule device upgrades with minimal disruption.
• Maintained accurate records of upgrade progress and any issues encountered.

IT Installation Engineer at Sheffield Teaching Hospitals NHS Foundation Trust (2024-09 – 2025-02)

• Completing service requests for desktop and laptop hardware and software installations.
• Performing detailed installations and configurations of desktops and laptops.
• Proactively monitoring service request progress and ensuring timely responses.
• Update Configuration Management Systems with changes related to service requests or incidents.
• Used the service management toolset to record and resolve service requests accurately.
• Managing workload independently, referring to the Implementation Coordinator when necessary.

1st Line Support Technician at aql (2022-07 – 2024-07)

• Providing effective first-line support to AQL's varied customer base.
• Working to strict SLAs, following correct escalation procedures, and ensuring the timely resolution of incidents and problems as prioritised in agreed service levels.
• Effective incident ticket queue management, communications, and ownership of logged incident tickets.
• Initial customer fault investigation on our SMS, FAX, Voice, 3G/4G data, and WIFI & Leased Line platforms.
• Managing and responding to automated internal alerts.
• Maintaining internal IT documentation.

Broadband Technical Support at XLN Business Services (2022-01 – 2022-04)

• Provided exceptional customer service and going above and beyond for customers.
• Understanding IP Networks, basic routing, and how they are used to deliver broadband services.
• Delivering complex information in an understandable manner.
• Basic understanding of telephone and broadband functionality.
• Configuring and supporting routers.
• Experience and understanding of wired and wireless technologies.

BEng in Electrical and Electronic Engineering – Sheffield Hallam University (2016 – 2019)

Foundation Degree in Mathematics & Engineering – Sheffield Hallam University (2016 – 2019)

Three A-Levels – Brinsworth Academy (2009 – 2016)

11 GCSEs – Brinsworth Academy (2009 – 2016)