Mohammed Qasim Isa

Experience

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  Tudor Grange Academy Kingshurst

  Jun 2017 - Jun 2017

  IT Operations Assistant

  Over the five day work experience, I:• Collaborated with the IT Team to troubleshoot and resolve technical issues with printers, projectors and desktops.• Gained networking and IT support knowledge/experience to streamline office operations.• Filed documentation.

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  Shake House

  Sept 2020 - May 2021

  Dessert Shop Assistant

  I ensured flawless customer satisfaction by performing at multiple dessert making stations under pressure, including:• Cookie doughs• Waffles• Milkshakes• Ice cream• SundaesI also guaranteed and maintained regular cleanliness of kitchen inventory, dining stations and delivering services as per standards.

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  HelloFresh

  May 2021 - Sept 2021

  Production Operative

  Completed a handful of activities whilst going above and beyond daily targets, including:• Kitting• Order picking• Replenishment• Assembling• Box Making

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  Birmingham City University

  Oct 2023 - Mar 2024

  Graduate IT Technician

  • Configured, re-imaged, tested, and deployed IT devices/computer equipment to 100+ customers.• Used Microsoft SCCM, JAMF, LAPS UI, Citrix VPN, and Active Directory to monitor and manage IT Assets, IT services, and privileges to user accounts.• Utilised PowerShell to troubleshoot network issues and add IT devices to networks.• Ensured efficient IT Asset Management by meticulously maintaining, updating, data cleansing and auditing 20,000+ IT Asset records on the IT Asset Register (whilst leading the IT Team).• Used the Ivanti ticketing system to respond, fulfil and manage IT service requests, and provided First Line support to customers.• Archived various IT Assets, following a secure disposal process, to ensure security compliance.• Created process documentation for the whole of the IT department, to enhance IT working efficiency.• Used Office 365 to log, track. and present IT Assets to the wider IT Team. Show less

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  Academia the Technology Group

  May 2024 - now

  IT Support Engineer

  Technical Support and Asset Management:• Resolved IT tickets for ITG clients, in compliance with SLAs using Autotask in a fast paced environment.• Administered the JML process (Joiners, Movers, Leavers) in coordination with HR, including onboarding/offboarding users, user account creation/modifications.• Managed logistics for IT equipment requests (hardware, software, new devices, and licenses).• Managed IT stock/licenses to optimise inventory levels, and maintained asset management for devices.Device Management and Troubleshooting:• Provided 1st and 2nd line support to non-technical users (face-to-face and remotely).• Troubleshooted issues with DNS, HTTP/HTTPS, and TCP/IP.• Resolved technical issues with macOS/Windows devices, involving: Office 365 (OneDrive, Teams, SharePoint, Exchange), VPN, UPN, MFA, AV equipment, data recovery and networks.• Managed, enrolled, wiped, redeployed, archived macOS/Windows devices using JAMF Pro and Microsoft Intune, and applied the latest OS and security patches.• Diagnosed, handled, and managed device repairs.System Administration:• Utilised Windows Server, Active Directory, and PowerShell for account and privilege management.• Administered users using Microsoft 365, Azure, Exchange and LDAP.Information Security and Incident Response:• Managed and mitigated security alerts on the Sophos IPS to ensure endpoint/information security. • Responded to cybersecurity incidents in collaboration with the InfoSec team.Meeting Room and Equipment Setup:• Conducted daily tests and resolved issues with Meeting rooms/AV equipment, to ensure a robust functionality for large meetings by VIP clients.• Set up IT desks with monitors and workstations, using Kensington locks for physical security. Show less