Ali Mohammed Ali

Delivering comprehensive 2nd/3rd line desktop support, including resolving Priority One incidents and managing end-to-end user IT relocation projects.

Building, rebuilding, and deploying desktop/laptop machines in line with 'Desktop-on-Demand' procedures and build standards, leveraging automated tools like SCCM and manual processes.

Providing robust incident support and troubleshooting for issues reported by a UK-based service desk, ensuring timely resolution and minimal disruption.

Adhering to EUS best practices and charter while supporting and deploying mobile devices, including iPhones, Samsung, and Nokia.

Performing 2nd/3rd line server support, including troubleshooting server issues, monitoring, and executing server maintenance backups.

Managed computer hardware builds and maintained comprehensive inventory for both Windows laptops and Mac environments, optimizing asset tracking and deployment.

Provided dedicated L1/L2 deskside support to end-users, resolving a wide range of technical issues efficiently and effectively.

Conducted remote support and troubleshooting for diverse technical problems, ensuring rapid resolution and minimal downtime for users.

Executed imaging and shipping of Laptops, Tablets, and MacBooks to end-users, leveraging SCCM for efficient machine imaging and software deployment.

Communicated directly with customers via phone, email, and remote diagnostics to accurately identify, reproduce, and resolve reported issues, enhancing user satisfaction.

Provided both at-the-elbow and remote desktop support to caregivers, ensuring immediate assistance and issue resolution.

Ensured all incidents and faults were meticulously logged and resolved to closure using ServiceNow, collaborating with colleagues and third-party suppliers.

Maintained continuous updates for caregivers and tickets, keeping stakeholders informed on developments and adhering to service level agreements.

Gained hands-on experience supporting innovative desktop solutions, including Virtual Desktop Interface (VDI) environments.

Trained end-users on various support technologies and Cisco Telephony Solutions, enhancing user proficiency and reducing support requests.

Managed day-to-day warranty support calls logged by end-users, ensuring timely and effective resolution of hardware issues.

Provided comprehensive support during post-migration phases, addressing user issues and ensuring smooth transitions to new systems.

Troubleshot devices remotely, efficiently resolving a wide range of technical problems for users across the organization.

Supported end-users upgraded to Windows 10 and migrated to a new domain, minimizing disruption and ensuring operational continuity.

Utilized Ivanti/LANDesk and McAfee EPO for software deployment, remote laptop access, and BitLocker encryption configuration, enhancing system security and efficiency.

Provided day-to-day technology support and services to NBKI bank staff, resolving incidents, service requests, and queries as part of the Technology Services team.

Acted as the first point of contact for staff experiencing technology-related issues, ensuring efficient initial assessment and resolution.

Managed all aspects of service desk delivery, including incident management, 1st, and 2nd line support, and user access management services.

Triage and managed the general team queue and personal queue effectively, acknowledging users, understanding issues, setting appropriate priorities, and managing expectations.

Championed and promoted Service Improvement initiatives on an ongoing basis, significantly enhancing the quality and user satisfaction of Technology Services.

Diagnosed, logged, and resolved support issues across diverse user devices including desktop/laptop PCs, Macs, thin clients, telephony, tablets, printing, and video-conferencing equipment.

Contributed to significant end-user facing projects, including new technology implementations, office moves, and large-scale software/hardware rollouts across the business.

Responded to hardware and software break/fix service calls, ensuring equipment was repaired within agreed Service Levels and updating users on ticket status.

Installed, configured, and managed all end-user IT equipment, adhering to SLAs and maintaining strong relationships with key business stakeholders.

Coordinated office moves and managed associated IT elements, and conducted 'lunch and learn' / 'PC clinic' sessions to improve IT communication and user proficiency.

Delivered 2nd line support, demonstrating expertise in Windows 10, Office 365, and Active Directory troubleshooting.

Managed mobile device configurations and resolved operational issues on tablets, smartphones, iPhones, and HP tablets, including email configuration and connectivity troubleshooting.

Performed desktop hardware/software installations via printer mapping and ensured accurate documentation and closure of calls in the logging system.

Utilized basic networking knowledge (LAN/WAN, servers) to resolve connectivity and infrastructure-related issues.

Provided hands-on support for Windows 7/10 environments, ensuring system stability and performance.

Provided comprehensive 70% deskside and 30% service desk support to over 1000 users across 11 London sites, managing an average of 1500 tickets per month.

Performed Active Directory troubleshooting and resolved incoming calls/emails related to PC/Mac hardware, peripherals, and software problems.

Delivered required computer service levels by identifying and documenting all pertinent end-user information, ensuring efficient and accurate support.

Conducted onsite analysis, diagnosis, and resolution of complex PC and Mac problems for a variety of end-users, including Global and EMEA VIP support.

Managed mobile device support, including iPhone and iPad account management and device setup, and configured/provisioned end-user equipment and services.

Provided 1st and 2nd line technical support primarily via site visits, and occasionally remotely via emails and telephones, ensuring comprehensive user assistance.

Completed all IMAC (Installs, Moves, Adds, Changes) requests, streamlining equipment deployment and relocation processes.

Processed daily Desktop and Application Request tickets within an ITIL-aligned in-house call management system, maintaining adherence to prescribed SLAs.

Installed and configured desktop products into client network environments, including Desktop/laptop/Workstation Builds, Screens, and IT peripherals for trading floor and multi-screen setups.

Liaised effectively with Service Desk and client's infrastructure teams (Market Data, Application IT Owners, WINTEL, Email Support, ID Admin Networks) to resolve customer incidents/requests and eliminate PC viruses using industry-standard software tools.

Provided 3rd line support for Mac OS, resolving complex issues and ensuring optimal performance for critical users.

Managed overall administration and technical support for day-to-day onsite laptop/desktop service operations, utilizing face-to-face, telephone, and remote connection tools.

Efficiently resolved user incidents/requests, maintaining a personal Remedy call queue and processing tickets in accordance with HCL procedures and SLAs.

Managed the complete lifecycle of laptop/desktop environments, from procurement and ongoing support to decommissioning, including hardware break-fix.

Key contributor to laptop imaging, standard build updates, physical IT asset management, and maintaining up-to-date IT inventory, including liaising with Global Service Desk in India for incidents.