Yusuf Ahmed

Company Name

HP Enterprise Services

Position Held

Technical Support

Dates

0000 - Present

Details

HP Enterprise Services, Nottingham Technical Support Professional - 09/2011 - 02/2015 One of the worlds leading technology firms generating resources and revenue and continue to drive product innovation. Providing 2nd line technical support for global IT infrastructure supporting 35 ,000 employees throughout the U.K. Troubleshooting PC hardware, card readers, scanners, external USB devices, multifunctioning printers, software and connectivity issues for a mixed Windows environment. Challenged to provide timely resolutions to support mission-critical applications. Promoted to Technical Support Professional, managing the system admin team situated at Cambridge University. Achieved the highest levels of productivity, handling over 1 ,000 calls per week and averaging 200 daily. Earned solid reputation for resolving complex issues and providing exceptional customer service to our clients. Major customer project, assisted support teams with the refresh program replacing legacy PCs with new hardware and providing solutions to the faults encountered. Promoted as Technical Lead providing expert guidance to the Build re-imaging team and Help Desk staff. Root cause analysis on technical issues, liaising with infrastructure teams and platform owners to find solutions to commonly reported issues. Application deployment and software testing intended for Windows XP and integrated to Windows 7 ready to go live. Configured XenApps MDM and XenApps MAM systems and documenting processes and procedures. Providing 2nd - 3rd Line support via telephone, remote software or onsite for NHS staff members. Escalated issues as needed and maintained communication with customer and technical teams. Extensively utilized Remedy to record and track issues. Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of business areas. Operational Management and Achievements Contributed to strategy planning as a member of the management team. Liaison with third party service providers ensuring solutions were obtained and delivered. Trained support teams and help desk. Researched and reviewed existing software and presented delivery process and documented procedures to be followed by global support teams. Persuaded clients to utilise newer technologies increasing staff productivity whilst respecting that there exist software was outdated and unsupported.

Company Name

E.ON UK

Position Held

Senior Desktop Support Analyst

Dates

0000 - Present

Details

E.ON UK, Mansfield Senior Desktop Support Analyst - 07/2006 - 09/2011 E.ON is the worlds largest investor-owned power and gas company and one of the UKs leading energy suppliers Supporting staff internally using remote access to our network and Secure VPN for remote working. Initiated 1st and 2nd line support for issues relating to software, hardware and networks protocols. Software patch testing the in-house application called ICE was done weekly. Application deployment Office 2007 , Citrix receiver, Adobe Pro, MS Communicator 2007 and Toad for SQL Proof of concept testing e.g. java updates and active-x plug-ins for web based applications, Wireshark and network monitor used for traffic capture and protocol analysis relating to poor performing applications. Re-imaging desktop/laptops as part of our roll out programme using an application called SCCM Created new users and mailboxes, access to shared drives and software, restoration of corrupted network files/folders and domain administration for internal business customers. Secondment to Shift Operations assisting with BMC Control-M, application used for critical business services.

Company Name

Computacenter Milton

Position Held

Analyst

Dates

0000 - Present

Details

Computacenter, Milton Keynes Support Centre Analyst - 01/2006 - 06/2006 Computacenter is Europes leading independent provider of IT infrastructure services organising IT strategy and implementing the most appropriate technology. Gaining a successive career progression through computer and network operations into a Support Centre Analyst on the Barclay Capital 1 campaign. Provided technical support for staff resolving daily issues arising across a range of technologies. Full administration of accounts using Active Directory for creating, editing and deleting staff members on the network, network folders, group mailboxes, distribution lists and email accounts Lotus Notes, Outlook OWA troubleshooting deleted application data and unreachable access to the mail server. Escalated firewalls configuration issues as needed, critical web application access external to the business. Assisted staff with diagnosing authentication errors for Reuters trading. Hummingbird marketing application failure, deployed missing pre-requisites e.g. java, citrix plug-in. Creating high quality documentation and delivered training to colleagues, service desk analysts and added to SharePoint for future reference to build capabilities of the team. Attended service improvement reviews and putting forward issues which were causing an impact to call volumes. Additionally supported - Bloomberg, RightFax, Hi-path AVR , Active Directory, Remedy 5 , PC DUO Remote Access , Safe Boot.

Company Name

Certegy Card Services Ltd

Position Held

IT Support Technician

Dates

0000 - Present

Details

Certegy Card Services Ltd, Leicester IT Support Technician - 01/2004 - 11/2005 Certegy is a leading provider of check authorization services and merchant card processing. The company provides a comprehensive suite of leading-edge check cashing solutions. In taking on a new role as an IT Support Technician I had a variety of duties some of which were supporting database back-ups, batch scheduling, recording data and ensuring pre-determined works were scheduled. Experienced in the sharing of information, taking ownership of any issues and reporting to all staff. Successfully work as part of a productive team to ensure all systems are running and being maintained. Completing daily compliancy checks to ensure branches and retail outlets have access to the cash checking service. Diagnosing and completing reports on any issues that occur and perform daily back-ups. Working strictly within the organisations operating procedures. Undertaking analysis, diagnosis and resolution of client problems via phone, e-mail and face to face contact. Installing and configuring computer hardware systems and IT software. Raising and maintaining incident tickets and problem records Escalating unresolved problems to other support staff