Elnail Sanosi
@elnailsanosi
I resolve desktop, service desk, and server support issues across Microsoft environments.
United KingdomWhat I'm looking for
I'm currently supporting users as a Level 2 Desktop Engineer at Hemmersbach, troubleshooting and configuring software, hardware, peripherals, Microsoft 365, and Windows 11 environments.
I manage ITSM incidents, support remote users, maintain asset records, coordinate hardware refreshes, and resolve connectivity issues across LAN, Wi-Fi, VPN, printers, and shared drives.
Previously, I provided service desk support through Mainstay Recruitment and delivered first- and second-line IT support at Mondelez International, including laptop imaging, deployments, account setup, and remote support.
My earlier work at Netcom and as a contract IT Technician built my experience in Active Directory, Microsoft Server 2012, network infrastructure, security updates, PC repair, operating system installation, and malware removal.
Experience
Work history, roles, and key accomplishments
Level 2 Desktop Engineer
Hemmersbach
Nov 2023 - Present (2 years 10 months)
Troubleshoot, install and configure software, hardware and peripherals. Manage support tickets and monitor Incident Management queue via ITSM tool, and support Hyper-V and VMware environments.
Service Desk Analyst
Mainstay Recruitment
Nov 2021 - May 2023 (1 year 6 months)
First point of contact for user issues; resolve and escalate via ITSM system. Provided remote support and resolved account issues, passwords and network faults.
IT Support (1st & 2nd Line)
Mondelez International
May 2019 - Feb 2020 (9 months)
Imaged and deployed laptops; configured user accounts and software. Delivered support remotely via Skype across the organisation.
IT Technician
Self-Employed
Aug 2013 - Oct 2018 (5 years 2 months)
PC/laptop repairs, OS installation, virus/malware removal. Mobile device repairs and unlocking; routine maintenance.
Server Administration & IT Support
Netcom
Oct 2017 - Aug 2018 (10 months)
Active Directory administration; configured Microsoft Server 2012. Maintained security updates and resolved Windows and network issues.
Education
Degrees, certifications, and relevant coursework
Netcom
BTEC Level 3, Information Technology
2017 - 2018
Pursued a BTEC Level 3 in IT from November 2017 to February 2018.
Netcom
CompTIA A+, Information Technology
Completed CompTIA A+ certification in May 2018.
Netcom
MCSA, Information Technology
Completed MCSA certification in May 2018.
South and City College Birmingham
Diploma, ICT Systems Support
2012 - 2013
Completed a Diploma in ICT Systems Support Level 2 from September 2012 to June 2013.
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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