Mr. Wasim Arshad

Hard working and determined to succeed in making a successful career while providing for my family. I have demonstrated a strong work ethic as an IT professional, where I have found my passion in the world of IoT. I am currently working for Managed Service Provider, Microland Ltd, on behalf of Accountancy Firm, RSM UK, supporting a large user-base, covering offices in Leeds, Hull and Newcastle.

Administrator Field Services - Microland Ltd - Leeds

(2025-04)

• Key holder responsibilities
• One of few Systems Trainers for the RSM Account, within Microland
• Supporting RSM/Microland with the setup of ServiceNow
• Maintaining relations with new and existing staff - acting as a technology liaison, with super-user privileges, for the offshore Team in India

Technology Support Analyst - RSM UK - Leeds

(2024-10 - 2025-04)

Multi-site support across Leeds, Manchester and Hull, with 500+ staff. Handling a mix of 1st and 2nd Line, as well as Desktop Support. Provide a premium support service to all end-users.

• Working knowledge of Video Conference tools; MS Teams, IP Softphones and Logitech tablet
• Maintaining a relationship with key stakeholders such as Partners, Associates
• Coordinate projects, during the commissioning and decommissioning of offices
• Liaise with 3rd party vendors to resolve system outages, ensuring office is BAU
• Produce training modules and other technical documentation for new starters and knowledge
• Correctly logging and maintaining existing records, on Active Directory, MECM and InTune Systems, and Incident/Change Tickets

Service Desk Analyst - TPP Retail - Leeds

(2024-06 - 2024-10)

Proactively managing a heavy workload of tickets to support hardware used for retail operations; such as Barcode Scanners, Printers, HHT and Digital Signage.

• Ensuring all retail devices are fully compliant in regards to SW and Security, as well as client-set app policies and profiles
• Maintaining device compliance with MDM Solutions; SOTI and 42Gears
• Supporting end-users using MDM Platform, to maintain uptime in retail operations
• Ensuring all aspects of support is logged via Ticket System; Jira
• Most notable clients; B&M, Costco, Costcutter, Pets at Home and YO! Sushi

Sales Advisor - Plusnet - Leeds

(2023-11 - 2024-06)

• Provided a consistent level of customer service, unlocking a higher commission value
• Promoting companywide services, such as Internet, VoIP and Mobile
• Maintained personal commission value MTD
• Migrated existing business customers to a residential account
• Took ownership of product and system training
• Handled customer complaints of various levels of complexity
• Took ownership of B&B and Caravan sites, exploring upgrade options and contract term prices in bulk
• Delivered team briefing on multiple occasions
• Provided basic desktop support for new starters
• Managed a WFH Teams group for home workers, supporting new and existing technical issues
• Delivered the briefing of Contact Centre Automation Solution, 'Intradiem'

Technology Solutions Specialist - BaxterStorey - Leeds

(2023-04 - 2023-10)

Managing a high volume of BAU Projects around Telephony, Internet, EPOS and Digital Signage solutions. Proactively supported client needs and requirements, which also included ad-hoc requests.

• Group and 1-2-1 product and system training when required
• Designed and implemented training documents for best practice
• Use of bespoke software and hardware for two major EPOS solutions
• Worked closely with vendors to find best EPOS solution for the needs of the client
• Worked closely with the client in negotiating best possible Internet Connectivity for the requirement
• Team champion in troubleshooting issues around Digital Signage and Connectivity
• Safely filed and organised quotations and purchase orders for products and services
• Managed the North of England and Scotland territories, while supporting other areas when required
• Most notable vendors; MCR Systems, Kappture, Digital Messaging, NAK and Digital Space
• Most notable clients; Nissan Motoring, Very Group, Red Bull Racing, Mercedes, Siemens Energy, M&S, Scottish Government and Tottenham Hotspur FC

IT Administrator - FCC Environment - Doncaster

(2022-02 - 2022-12)

• Managed a Service Desk team, overlooking KPI's and providing feedback on outstanding tickets in ServiceNow ITSM Tool
• Managed company Android and iOS devices on SOTI MobiControl for a complete MDM Solution
• Handled software and hardware requests such as Android and iOS, as well as PC/Laptop orders, including replacement orders
• Managed the company's IT page on SharePoint, regularly sharing upcoming updates, and how to access hardware and software ordering portals. Creating video tutorials and adding a list of FAQ's
• Played a part in the development of in-house paperless system, including testing
• Conducted site surveys to assess Internet Connectivity at Waste Recycle Centres

Associate II - UST Global - Leeds

(2021-06 - 2022-01)

Technical Service Desk Analyst for Harrods Department Store. Handled a heavy workload of incident, change and problem requests, each with varied priorities.

• Regularly used Office365 and tools, such as Active Directory and Windows Server
• Proficient in FreshService ITSM and Chat tool
• Managed a busy workload in End-User support, ensuring Laptop and Mobile phones were set up for the assigned employee, and dispatched promptly via a Courier
• Designed and implemented systems training for new starters in the Service Desk Teams, ensuring routine collaboration with HR
• Attended weekly conference calls with the Service Delivery Manager and the Onsite Engineers from Harrods Knightsbridge store
• Maintained employee records of new starters, leavers, and change requests in Asset Management Tool, as well as Active Directory and 365 Admin

IT Officer - Leeds Community Healthcare - Leeds

(2021-03 - 2021-06)

• Ensured all field employees within the Trust had a fully functional Laptop, and required peripherals, ready before they visited a patient
• Managed a heavy workload of new setting up new Laptop and Mobile Phones, ensuring the latest Operating System was installed via an Image setup on the Network
• Ensured Asset Management Tool was proactively updated for a digital trail
• Managed NHS Mail accounts across the business
• Managed scheduled appointments for hardware collection and returns under company guidelines during the COVID Pandemic
• Supported the Field Engineers with the Windows 10 migration project

Technical Support Analyst - BigChange Ltd - Leeds

(2019-06 - 2021-03)

• Handled company switchboard, routing calls to relevant department and/or team member
• Built relationship with departments, such as Commercial, Professional Services, Tech and Installations
• Built trust and rapport with senior members within the clients, ensuring client satisfaction is maintained
• Supported the Onboarding Team of data migration to JobWatch CRM
• Supported the Tech Team with testing of Beta System, as well as the Mobile App on Android and iOS
• Supported the On-Call Team during busy periods
• Conducted systems training via a Webinar accessible to all clients
• Most notable clients; Gap Group and Elliot Group.

Samsung Support Technician - Partner Retail Services - Leeds

(2014-03 - 2019-06)

• Ensured TAT, NPS and Quality, within FoH, MoH and BoH operations were met
• Maintained ESD standards
• Kept up to date with latest bulletins on GSPN
• Proficient in processing Warranty and OOW Service Orders
• Processed SAW Requests for Head Office approvals
• Attended weekly conference calls, sharing best practice to other service centres
• Regularly updated Galaxy Diagnostics and other bespoke tools
• Conducted regular mock Audits to ensure official Audit was passed with high percentage
• Regularly provided Product Training to customers
• Interim In-Store Product Trainer for colleagues between two Support Centres, ensuring proactive engagement with Samsung Backstage and Academy

Senior Customer Consultant - Carphone Warehouse - Leeds

(2010-03 - 2014-03)

Maintained high Store Standards with cleanliness.

Certificate of Higher Education - Computing - Leeds Metropolitan University (2010 - 2011)

BTEC National Certificate - IT and Business - Leeds City College (2008 - 2010)

GCSE - Allerton High School (1997 - 2003)