Saju Rezaul

Customer-centric 1st Line IT Support Analyst with 6+ years' experience supporting 500+ end users, including senior stakeholders, across fast-paced organisations. Proficient in Windows 10/11 and macOS, with hands-on troubleshooting of Microsoft 365 (Outlook, Teams, SharePoint), Active Directory basics (password resets, user creation), and printer/peripheral support. Confident diagnosing basic networking issues (IP addressing, routers, connectivity) and logging, managing, and resolving incidents through ITSM ticketing tools, prioritising queues and escalating to 2nd/3rd line when required.

Known for excellent active listening, clear communication with non-technical users, and a strong enthusiasm for learning new technologies. CompTIA Network+ and Security+ certified.

Network Support Technician - BITE (British Institute of Technology England) - London, UK

(2017-08)

• Delivered 1st line technical support and customer service to 500+ students and staff, including senior stakeholders, resolving hardware, software, network, and account-related incidents within agreed SLAs.
• Logged, prioritised, and managed incident queues in the ticketing system (ServiceNow/Jira), escalating to 2nd/3rd line when required.
• Configured, upgraded, and set up new and existing desktops, laptops, and macOS (iMac) devices, alongside printer and peripheral support for 800+ endpoints.
• Diagnosed and resolved Windows and macOS issues, basic IP addressing and connectivity problems, and network/Wi-Fi faults at first point of contact.
• Performed Active Directory basics including password resets, new user account creation, permissions, and Microsoft 365 access requests.
• Supported Microsoft 365 applications (Outlook, Teams, SharePoint, Office) for end users, providing clear, jargon-free guidance to non-technical staff.
• Created and maintained technical documentation and user guides to support consistent first-line resolution and knowledge sharing.
• Monitored daily backup operations and supported patch management and routine maintenance of desktop environments.

ICT Support Assistant - Zeroxtech UK - London, UK

(2014-04 - 2017-10)

• Acted as first point of contact for user enquiries, resolving hardware and software problems efficiently.
• Logged all IT issues and maintained an IT handbook of resolutions to support proactive first-line troubleshooting.
• Managed centralised and workstation file storage, ensuring regular data backups.
• Deployed and redeployed PCs and peripherals, and installed/configured operating systems and software to agreed standards.
• Troubleshot and maintained shared network resources including large-format printers and plotters.
• Logged and escalated hardware faults to third-party repair vendors, tracking issues through to resolution.
• Delivered a professional, courteous, and rapid response to all users in line with service management principles.

IT Support Assistant - Microtimes Ltd, IT Support Services - London, UK

(2007 - 2009)

Part-time

• Set up computers and installed operating systems, software, and hardware for end users.
• Maintained high standards of accuracy and attention to detail while meeting deadlines under pressure.

B.Sc (Hons) - Technology & E-Commerce - University of East London (2010)

Academic Professional Degree - Advanced Computer Studies - National University of Bangladesh (2006)

Certificate - Hardware Maintenance & Troubleshooting - Bangladesh Computer Council (2003)