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Khayyam Aziz

@khayyamaziz

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IT Support Engineer with expertise in digital marketing and technology.

United Kingdom

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What I'm looking for

I seek a dynamic organization where I can utilize my IT skills and grow professionally.

I am a dedicated IT Support Engineer with a Master’s degree in Digital Marketing and extensive experience in providing technical support within multinational companies. My career has been defined by my commitment to delivering exceptional customer service and my ability to adapt to fast-paced, dynamic environments. I thrive on solving complex technical issues and continuously seek to enhance my skills through ongoing professional development.

Throughout my career, I have successfully managed various IT support roles, including first-line support and service desk engineering. My experience spans across multiple sectors, where I have honed my skills in troubleshooting, ticket management, and customer communication. I take pride in my ability to collaborate effectively with teams and clients, ensuring that all technical issues are resolved promptly and efficiently.

As I look to advance my career, I am eager to join a forward-thinking organization that values innovation and professional growth. I am particularly interested in roles that allow me to leverage my technical skills while contributing to impactful projects.

Experience

Work history, roles, and key accomplishments

Current

1st Line Engineer

Current

Doherty Associates

Acted as the first point of customer contact, promptly answering incoming calls, creating tickets, and routing calls to other engineers. Managed ticket queues, accurately logging and efficiently progressing tickets within the ConnectWise platform.

Customer Service IT Support Troubleshooting SLA Management Documentation

Service Desk Engineer

Eversholt Rail (UK Rail Group)

May 2024 - Present (1 year 2 months)

Supported the IT of the UK Rail Group Head Office in Central London, monitoring service ticket assignment and ensuring delegation to correct internal and external resources. Provided technical support for Microsoft Project, SharePoint, Microsoft 365, Dynamics, Mimecast, and Citrix Virtual Apps.

Microsoft Project SharePoint)Office 365 Dynamics Mimecast Service Desk Technical Support

Support Desk Engineer

Six Degrees

Nov 2022 - May 2024 (1 year 6 months)

Acted as the first point of contact for technical support requests, documenting communication within service desk tickets and ensuring excellent customer service. Responded to support requests, recording detailed diagnostic information and using appropriate knowledge bases for informed diagnosis.

ServiceNow Exchange Mimecast Barracuda Windows Server ITIL Service Now Security Systems

Engineer Support Desk

Six Degrees

Nov 2022 - Present (2 years 8 months)

Acted as the first point of contact for technical support requests, documenting communications within service desk tickets. Responded to support requests, recording detailed diagnostic information, and using knowledge bases for informed diagnoses.

Exchange Mimecast Barracuda Windows Server ITIL ServiceNow Security Systems

First Line IT Support

Levett Consultancy

May 2022 - Present (3 years 2 months)

Provided high-quality 1st line technical support and customer service to contracted clients through preparation, installation, configuration, and maintenance of equipment. Maintained regular communication with line managers, colleagues, and customers to ensure all IT incidents, configurations, and changes were recorded.

ITIL Technical Support Customer Service Change Management Data Backup

First Line Support

JAC Cars (Aim Security Ltd)

Aug 2020 - Present (4 years 11 months)

Took orders via phone and dealt with order requests. Provided training on MS Project Management Tools to the department.

Password Resets Password Reset Account Unlocking Record keeping

Trainee Engineer

British American Tobacco

May 2017 - Present (8 years 2 months)

Automated barn dampers with controlled humidity and heat. Developed a plan for 2018/19 using Primavera P6 and MS Project.

Primavera P6 PLC

NOC Engineer

Zong China Mobile Telecommunication Network

Feb 2015 - Present (10 years 5 months)

Monitored and troubleshot issues from field/service engineers. Configured and troubleshot issues via command line.

Troubleshooting Command Line Network Alarms Technical Support Customer Service

Education

Degrees, certifications, and relevant coursework

Northumbria University

M.Sc Digital Marketing with Adv Practice, Digital Marketing

Completed a Master of Science in Digital Marketing with advanced practice. Focused on developing comprehensive digital marketing strategies and understanding market dynamics.

Ulster University

M.Sc International Business with Adv Practice, International Business

Undertook a Master of Science in International Business with advanced practice. Gained expertise in global business operations, cross-cultural management, and international market analysis.

Riphah International University

M.Sc Project Management, Project Management

Earned a Master of Science in Project Management. Developed skills in project planning, execution, monitoring, and control, preparing for leadership roles in various industries.

Comsats University

B.E Electronics Engineering, Electronics Engineering

Completed a Bachelor of Engineering in Electronics Engineering. Studied fundamental and advanced concepts in electronics, including circuit design, signal processing, and control systems.

Comsats University, Abbottabad

B. E Electronics Engineering, Electronics Engineering

Activities and societies: Mine detection through UGV (Unmanned Ground Vehicle) Project in final year engineering. Recognition of outstanding contribution to Volleyball & Cricket over three years from Comsats University Sports Association.

Completed a Bachelor of Engineering in Electronics Engineering. The program covered fundamental and advanced concepts in electronics, including a final year project on mine detection through UGV.