Muhammad Feroz

Computer Science graduate with practical IT Support and Service Desk experience across Windows, Microsoft 365, Active Directory / Entra ID, networking and hardware troubleshooting. Familiar with ServiceNow, Jira and remote-support tools (AnyDesk, TeamViewer, BeyondTrust/Bomgar). Follows structured troubleshooting, clear ticket documentation and correct escalation procedures, and uses AI tools to speed up diagnosis and write-ups.

Seeking a 1st Line, Service Desk or Desktop Support role (permanent or contract), available immediately.

Practical IT Support / Service Desk Technician (Contract / On-Demand) at Ayaan Computer (2023-02 – Present)

• Logged, categorised, updated and tracked tickets through the full ticket lifecycle in ServiceNow and Jira.
• Resolved hardware, software, user access, printer and basic network connectivity issues using a structured troubleshooting approach.
• Provided remote support using AnyDesk, TeamViewer and BeyondTrust/Bomgar.
• Followed escalation procedures, passing issues to the right team with clear notes.

BSc in Computer Science