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@nuhesa

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IT Services Analyst at Aston University, supporting 30,000+ staff and students across campus.

United Kingdom

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At Aston University, I deliver remote and on-site IT support to staff and students, handling technical issues, incidents, and escalations through Topdesk. I troubleshoot across Windows, macOS, Linux, iOS, and Android while working to ITIL best practice and service-level agreements.

I also support device management, security response, and campus AV and desktop infrastructure, using tools including SCCM, Intune, and CrowdStrike. Earlier, as an AWS cloud trainee, I learned core AWS services and wrote Python and Bash scripts through the AWS re/Start programme.

Experience

Work history, roles, and key accomplishments

Current

IT Services Analyst

Current

Aston University

Jan 2023 - Present (3 years 9 months)

Delivering remote and on-site IT support to over 30,000 staff and students under ITIL best practice. First point of contact for technical issues, incident management, and escalations via Topdesk, ensuring SLAs are consistently met. Skilled in troubleshooting across Windows, macOS, Linux, iOS, Android, and Office 365 environments, with hands-on expertise in SCCM, Intune, Active Directory, Exchange,

AWS cloud trainee

Amazon Web Services (AWS)

May 2020 - Oct 2020 (5 months)

Selected by Generation UK&I to join the AWS re/Start programme.
I have completed a 12 week, full-time, virtual classroom based skills development and training programme on IT fundamentals, including: working knowledge of Linux OS, writing scripts in Python and bash.

Learned how to apply core AWS services in the area of compute, storage and networking, including EC2, S3, IAM, VPC, Lambda, Cloud F