Open to opportunities

Ali Nawaz

@alinawaz3

Message

Service Desk Analyst and VoIP Engineer specializing in Microsoft 365, network security, and reliable communications.

United Kingdom

Message

What I'm looking for

I’m looking for a fast-paced IT team where problem-solving and strong customer support matter. I want to grow my technical skills, collaborate across teams, and take on new challenges through meaningful systems support and upgrades.

I’m a Service Desk Analyst who thrives in fast-paced environments, bridging technical and non-technical stakeholders with clear communication. In my VoIP Engineer role, I design and maintain voice systems over IP networks—configuring SIP servers, gateways, and IP PBXs while monitoring call quality and system health with Wireshark and SolarWinds. I also manage 1st/2nd line support, Microsoft 365 and Azure Active Directory administration, and network security through tools like WatchGuard System Manager and ThreatLocker.

I secure environments with conditional access, multi-factor authentication, firewall and VPN policies, vulnerability management, and compliance reporting, while supporting enterprise applications by reviewing logs and resolving incidents. I’m driven to keep expanding my technical skills, strengthen documentation and process clarity, and contribute to system upgrades that deliver reliable, secure services.

Experience

Work history, roles, and key accomplishments

Current

1st/2nd Line Engineer

Current

HolkerIT

Sep 2023 - Present (2 years 9 months)

Administered Microsoft 365 and Azure Active Directory, managing users, licensing, mailbox and SharePoint access, and enforcing Conditional Access and MFA. Supported WatchGuard firewall/VPN security, used ThreatLocker for endpoint protection, and administered a 3CX phone system including user setup, call routing, IVRs, voicemail, and SIP trunk troubleshooting.

Microsoft 365 Administration Azure Active Directory Conditional Access Multi Factor Authentication ThreatLocker 3CX Phone System SIP Trunking

VoIP Engineer

Daisy Communications

Feb 2021 - Present (5 years 4 months)

Designed, deployed, and maintained VoIP voice communication systems over IP networks, including SIP servers, gateways, and IP PBXs. Troubleshot call quality and service issues using tools such as Wireshark and SolarWinds, and optimized network conditions to improve latency, jitter, and packet loss.

VoIP SIP Network Troubleshooting Wireshark Solarwinds

Education

Degrees, certifications, and relevant coursework

St Marys College

BTEC Business Studies (Level 3), Business Studies

Grade: Distinction*

Completed BTEC Business Studies (Level 3) and achieved Distinction*.

Pleckgate High School

GCSE, GCSEs

Completed GCSEs with grades including Mathematics (5), English Literature (5), English Language (5), Science (B), Engineering (B), Physical Education (A), ICT (A), and Sport Science (A).