Muhammed Alom

Desktop Support Engineer with hands-on experience supporting Windows endpoints, users and enterprise device deployments. Experienced with Active Directory, SCCM, Microsoft 365, Intune fundamentals, BitLocker, remote support, Windows troubleshooting and TCP/IP, DHCP and DNS. Proven experience diagnosing hardware and software issues, imaging and reimaging devices, supporting users remotely and managing endpoint deployments at scale.

City & Guilds Level 3 IT Technician qualified with Distinction, seeking a 2nd Line Desktop Support Engineer position.

Desktop Apprentice - King's College London

(2025-03)

• Build, image, reimage and deploy 120+ staff and student laptops per week using Microsoft Configuration Manager (SCCM) task sequences and bootable USB media.
• Diagnose and resolve Windows endpoint, hardware and configuration issues, managing 15-20 support requests per week through Helix for staff, students and visitors.
• Provide remote technical support using Bomgar, diagnosing and resolving Windows endpoint issues without physical access to devices.
• Use Active Directory to retrieve BitLocker recovery keys and identify departmental device configurations through organisational units (OUs).
• Troubleshoot Windows connectivity and configuration issues using ipconfig and gpupdate, applying TCP/IP, DHCP and DNS fundamentals.
• Coordinate 30+ device requests, deployments and collections per week through the EUS Hardware Hub, supporting device lifecycle activities.

Customer Assistant - Tesco PLC

(2023-10 - 2024-08)

• Diagnosed and resolved self-service checkout issues, including machine resets, coin-related faults and till-printer maintenance.

IT Technician - Goresbrook School

(2022-09 - 2022-10)

• Administered Active Directory user and computer accounts, including password resets, account unlocks, account management and security group membership.
• Joined and configured Windows devices to the domain, managed computer accounts and organisational units (OUs), and prepared devices for staff and students.
• Installed, configured and maintained hardware and software across staff and student devices.

IT Technician - Gascoigne Primary School

(2022-01 - 2022-06)

• Built, imaged and deployed laptops and desktops using PXE Boot and task sequences.
• Diagnosed hardware and software issues and replaced faulty hardware to restore device availability.

Junior Business Analyst - Plenitude Global Ltd

(2021-06 - 2021-12)

• Analysed business processes and gathered requirements to identify improvement opportunities and provide data-driven recommendations to stakeholders.

Level 3 IT Technician - IT - City & Guilds (2026)