Desktop Support Engineer at Tropicana Juice Company (2026-01 – 2026-04)
- Providing first-line support for hardware and software issues, assisting users in troubleshooting and resolving technical problems through various communication channels (phone, email, in-person).
- Manage user accounts and access permissions within directory services, including onboarding new employees and offboarding departing staff.
- Maintaining an accurate inventory of IT hardware and software assets, assisting with procurement and retirement of equipment as necessary.
- Responsible for creating user accounts, manage permissions, and ensure that employees have the necessary access to perform their jobs effectively.
- Tasks includes procuring, installing, and maintaining hardware and software, as well as ensuring that all systems are up-to-date and operating smoothly.
- Disaster recovery planning and execution, ensuring that data is backed up and can be restored in case of a system failure.
Level 2 IT Support at BMW Farnborough (2024-11 – 2025-10)
- Providing Level 2 technical support across user systems and networks.
- Troubleshooting hardware, software, and printing-related issues efficiently.
- Managing user accounts, permissions, and group policies via Active Directory.
- Supporting asset management and record updates through Prima software.
- Handling dispatch work and coordinating with relevant teams for escalations.
- Ensuring timely resolution of support tickets and maintaining service quality.
- Contributing to smooth IT operations and end-user satisfaction within the organization.
- Tracking and resolving incidents via ServiceNow ticketing system, ensuring timely follow-ups.
IT support analyst at Mastercard (2024-01 – 2024-08)
- Provided IT help desk support across various channels (chat, email, phone, video, and in-person) to meet SLAs. Assisted clients in troubleshooting connection issues with various operating systems (Windows, Linux, and Mac) on routers, modems, desktops, and laptops.
- Assisted with a range of IT tasks, including hardware and software support for Mac and PC systems, installation, setup, and troubleshooting of operating systems.
- Installed, configured, and managed Windows server systems, including new servers, VMware, Active Directory, DNS, DHCP, file servers, and user management.
- Created and maintained a collection of tips and tricks solutions for online databases and websites. Managed the migration of over 50 laptops, upgrading operating systems and ensuring compatibility with existing software applications, improving operational efficiency and security.
- Managed the deployment of Azure-based virtual desktops and integration of devices into Azure AD (Active Directory).
- Worked on implementing security baselines, conditional access policies, and compliance settings in Intune, ensuring that all devices meet company security standards.
- Successfully implemented Windows Autopilot for seamless provisioning of 100 new devices, reducing manual setup time by 70% and ensuring a secure, standardized configuration.
- Led the creation and deployment of standardized Windows images using MDT and SCCM to streamline system setups for new laptops.
High temperature research center HTRC
- Scheduled and managed documentation and resource allocation for 50+ projects using Microsoft Office Suite and Google Workspace, ensuring 100% on-time communication and reporting accuracy via Outlook.
- Managed site inductions for 200+ visitors, scheduling appointments for staff members using Google Calendar, ensuring 100% accuracy and on-time meetings.
- Collaborated with 10+ internal departments to address specialized needs of visiting researchers, to access systems, reset passwords, supporting data backup, recovery, and storage processes
Data center engineer, Telecom and Networking Department at Mercedes benz, PepsiCo and TVH Bepco ltd (2023-02 – 2023-12)
- Assisted with the deployment of server racks, cabling, and data centre equipment, and upgraded over 50+ Cisco routers across various client sites.
- Installed and configured VPN solutions using OpenVPN and deployed SAP systems with SAP NetWeaver for 100+ users
- Provided tier-2/3 support for maintenance of TCS (in-house software) through console access for 100+ network devices
- Enforced quality control procedures, improving traceability and auditing accuracy by conducting over 50 performance reviews annually to maintain compliance with standards and ensured functional testing for 100+ deliverables per quarter
- Conducted in-depth surveys reaching 500+ surveys to identify the underserved children in need of educational support, improving access for 200+ students.
