Shoaib Mubarak

Worked as a Customer Support Analyst at EMIS Health, a leading provider of innovative healthcare technology solutions that improve patient care and healthcare services. In this role, I provide technical support, troubleshoot complex system issues, manage incidents and service requests, and ensure timely resolution while delivering excellent customer service. Previously, I worked as a Desktop Support Engineer at Littlefish, where I gained extensive experience in desktop support, hardware and software troubleshooting, Microsoft Windows environments, user account administration, and IT service management.

I possess strong technical, analytical, communication, planning, and organizational skills, enabling me to work effectively with individuals at all levels and from diverse backgrounds. I am a self-motivated and adaptable IT professional with a passion for problem-solving and delivering high-quality technical support. I thrive in challenging environments and am committed to continuous learning, professional development, and achieving excellent outcomes for both customers and the organization.

Customer Support Analyst - EMIS Health

Working as Customer Support Analyst to provide fantastic customer service to end users with EMIS.

• To work proactively within the Service Desk team to support customers professionally diagnosing and resolving issues with bespoke software within their targeted Service Level Agreement.
• Handle customer contacts in a professional manner using effective customer service skills
• Diagnose & solve issues raised by customers using process and knowledge gained via specialised training, supported by an internal knowledge base
• To Resolve technical issues over telephone, via email, or live chat, in a friendly and professional manner for various customers
• As a Customer Support Analyst, worked proactively with customers to support a range of issues and queries across several products.
• Monitor Service now tickets and resolve or escalate as needed
• Experience with Microsoft SQL Server

Desktop Support Engineer - Littlefish

Worked as Desktop Support Engineer with LittleFish (Managed IT Services)

• To Resolve 1st and 2nd line technical issues over telephone, via email, or live chat, in a friendly and professional manner for littlefish customers
• Prioritize, progress and monitor IT incidents and requests to ensure they are resolved within the agreed timescales.
• Working on specific IT projects for customers as directed by the Service Management team.
• Any other responsibilities as and when directed by the line manager.
• To handle and resolve desktop, laptop, printer, application issues and basic network and server troubleshooting with administration.
• Escalate incidents and service requests to relevant team where necessary.
• Providing exceptional customer service and managing customer experience throughout incident and request lifecycle.

3rd Line Support Team Member - Bradford City Metropolitan District Council

• Collaborated with a cross-functional team to successfully migrate more than 1500 users from Mobile Iron and Citrix to Microsoft Intune, ensuring seamless integration and enhanced device management capabilities.
• Led the Windows 10 version update project, meticulously planning and executing the migration from older versions to 22H2 for over 300 users. Coordinated with stakeholders and leveraged SCCM to streamline the update process and minimize disruption.
• Played a pivotal role in the Microsoft Office update project, overseeing the transition from Office 2016 to O365 using SCCM. Conducted thorough testing and user training to ensure a smooth transition, resulting in increased productivity and improved collaboration.
• Orchestrated the deployment of Microsoft Intune devices, meticulously configuring and provisioning devices to align with organizational requirements. Collaborated closely with end-users, providing training and support to optimize device utilization.
• Demonstrated exceptional skills in imaging and reimaging autopilot devices, efficiently setting up devices and ensuring adherence to security protocols. Implemented standardized configurations and automated processes, reducing deployment time and enhancing efficiency.
• Provided comprehensive support for autopilot deployed devices, troubleshooting issues, and resolving technical challenges promptly to minimize downtime and maximize user satisfaction.
• Made significant contributions to the project involving the migration of the domain from Bradford domain to CFT domain for 1500 users. Collaborated with the project team, ensuring a smooth transition and minimal disruption to user workflows.
• Proactively identified and addressed IT-related issues, leveraging technical expertise and problem-solving skills to deliver prompt resolutions and minimize impact on operations.
• Maintained accurate documentation of IT assets, including hardware and software inventory, ensuring compliance with organizational standards and facilitating efficient asset management.
• Actively participated in the ITIL service management framework, adhering to best practices and contributing to continuous improvement initiatives.
• Responded to and resolved a high volume of IT support tickets, within the specified SLA timeframes, ensuring minimal disruption to business operations.

MBA - Information Technology and Management - Quaid-i-Azam University Islamabad