Bilal Mahmud

Experience

• 

  Argos

  Nov 2017 - Aug 2020

  Customer Advisor

  In this role, I accurately review and check paperwork to highlight any goods that have not been delivered, I detail all missing items for review with suppliers. Additionally, I develop and implement intuitive training programs for all new employees to ensure they are trained to deliver the standards expected by the organisation. During my time with the organisation, I clearly communicate with customers while developing and implementing innovative solutions to resolve all queries and complaints within a timely manner. Furthermore, I adhere and comply with manual handling guidelines to ensure all heavy stock is moved in a safe and correct manner.Notable Achievements:⦁ Strategically managing and leading a dedicated team to ensure all delivery deadlines are met on a daily basis⦁ Demonstrating a high level of attention to detail when distributing stock to the warehouse for release and sale⦁ Successfully maintaining a safe working environment for all colleagues across the floor while continuously reviewing processes and procedures to ensure full compliance with health and safety laws Show less

• 

  Harris Federation

  Dec 2021 - now

  • Providing high-quality technical IT support, advice, and guidance, in accordance with ITIL and HarrisNET principles, to Head Office staff.• Ensuring that all IT Support needs are logged appropriately on the Service Management system.• To retain ownership of IT Support tickets and ensure staff is regularly informed of the status of their support ticket.• Ensuring that IT support tickets are resolved within the SLA's target resolution time.• To Re-route or escalate IT support tickets to the appropriate team and work with 3rd line support, Project Managers, and other stakeholders to achieve resolution.• Identifying, Implementing, and documenting workarounds for desktop-related problems within the Knowledgebase.• Identifying recurring IT incidents and performing root cause analysis to identify the underlying cause. • Notifying the key contacts within the Federation and Academies under your care on the detection of a significant incident affecting the service or our ability to deliver a service Show less

  • IT Technician

    Apr 2023 - now

  • Apprentice IT Technician

    Dec 2021 - Oct 2023