Serkan User
@serkanuser
Enthusiastic IT Customer Support Professional with cloud transition focus.
What I'm looking for
I am an enthusiastic and motivated IT Customer Support Professional with over 10 years of hands-on experience in fast-paced, customer-focused environments. My strong technical troubleshooting skills and clear communication have enabled me to provide exceptional first-line support to over 1000 users. Recently, I earned the Microsoft Certified: Azure Fundamentals (AZ-900) certification and am currently preparing for the Azure Administrator Associate (AZ-104) exam, aiming to transition into a cloud-focused role.
During a recent career break, I completed a web development bootcamp, which has kept me engaged with the latest trends in technology and digital transformation. I am deeply committed to continuous learning and have a strong desire to contribute meaningfully within a cloud or support-focused IT team. My experience spans various roles, including IT Customer Service Assistant and 2nd Line Support Technician, where I have successfully managed user issues, provided swift resolutions, and maintained high standards of customer service.
Experience
Work history, roles, and key accomplishments
IT Customer Service Assistant
Leidos
Mar 2024 - Present (1 year 4 months)
Provided first-line IT support to over 1000 users, resolving issues from initial contact to resolution. Managed incident tickets using ServiceNow and contributed to the knowledge database.
2nd Line Support Technician
The Focus Group
Nov 2022 - Present (2 years 8 months)
Monitored and troubleshooted backup issues across Veeam, Shadow Protect, and NAS devices. Administered changes via Datto and Acronis, ensuring data integrity for over 1000 users.
2nd Line Support Technician
NECS
Jun 2022 - Present (3 years 1 month)
Resolved 20+ service desk tickets daily, triaging and escalating issues as needed using ServiceNow. Managed user accounts, groups, and printers via Active Directory, Azure Entra ID, and MS Exchange.
IT Customer Service Assistant
Parliamentary Digital Services
May 2022 - Present (3 years 2 months)
Handled client queries and issues via phone and email, escalating to appropriate teams using ServiceNow. Managed user accounts, groups, and printers through Active Directory and Azure AD.
IT Customer Service Assistant
Acora
Aug 2021 - Present (3 years 11 months)
Provided global IT support to over 1000 users, resolving 20-30 tickets daily via ServiceNow. Administered user accounts and access within Azure, Microsoft O365, and managed email through MO365 Admin.
Service Desk Analyst
Freshfields Bruckhaus Deringer
Aug 2019 - Present (5 years 11 months)
Provided global support to over 1000 users, resolving 30-50 tickets daily using ServiceNow. Managed user accounts and access with Active Directory and MS Exchange, including mailbox restoration.
Deskside Support Engineer
Takeda
Nov 2017 - Present (7 years 8 months)
Provided global and regional support to over 1000 users, resolving 15-30 tickets daily via ServiceNow. Managed user accounts and access using Active Directory and MS Exchange.
IT Support Engineer
Backbone Limited
Jan 2017 - Present (8 years 6 months)
Managed user groups within Active Directory, MS Exchange, and SCCM. Installed, troubleshooted hardware and software issues, and configured network connections.
IT Support Technician
Wandsworth Council
Apr 2016 - Present (9 years 3 months)
Resolved 30+ tickets daily for over 1000 staff and users, utilizing ServiceNow for query management. Provided support for remote users via LogMeIn, RDP, and Citrix Desktop.
1st/2nd Support Technician
NHS Whittington Hospital
Jan 2016 - Present (9 years 6 months)
Resolved 30+ tickets daily for over 1000 staff and users, managing queries and resolutions through ServiceNow. Deployed images, managed computers, and programs with SCCM.
1st/2nd Support Technician
DPS Software
Nov 2014 - Present (10 years 8 months)
Provided support for over 1000 staff and users, resolving 30+ tickets daily via Zoho. Performed remote maintenance and troubleshooting on servers and client desktops using LogMeIn and RDP.
1st Line Support Technician
Action for Children
Aug 2014 - Present (10 years 11 months)
Provided onsite and remote support for over 500 users, managing queries and escalations. Administered user accounts, groups, and printers using Active Directory and MS Exchange.
1st Line Support Technician
Sovereign Business Integration
May 2014 - Present (11 years 2 months)
Provided support for over 1000 staff and clients, handling queries and escalations. Managed onsite/offsite backups with Norton Backup and performed routine server maintenance.
Education
Degrees, certifications, and relevant coursework
Microsoft
Certification, Azure Administrator Associate
Grade: Planned
Currently preparing for the Microsoft Certified: Azure Administrator Associate (AZ-104) exam, aiming to achieve certification in Q3/Q4 2025. This involves in-depth study of implementing, managing, and monitoring identity, governance, storage, compute, and virtual networks in a cloud environment.
University of Hertfordshire
Bachelor's degree, Computer Science
Grade: 2:2
Completed a Bachelor of Science in Computer Science, achieving a 2:2 classification. Gained foundational knowledge in various computer science principles and practices.
Northcoders
Certificate, Web Development
Grade: Pass
Successfully completed a comprehensive software development bootcamp focused on web development. Acquired practical skills in front-end and back-end technologies.
Microsoft
Certification, Azure Fundamentals
Grade: Passed
Achieved the Microsoft Certified: Azure Fundamentals (AZ-900) certification, demonstrating foundational knowledge of cloud services and how those services are provided with Microsoft Azure. This certification validates understanding of core Azure services, workloads, security, privacy, pricing, and support.
CompTIA
Certification, IT Support
Grade: Pass
Obtained the CompTIA A+ certification, validating foundational IT skills across a wide range of hardware and software technologies. This certification demonstrates proficiency in areas such as operating systems, networking, and security.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Website
github.com/serk03Job categories
Interested in hiring Serkan?
You can contact Serkan and 90k+ other talented remote workers on Himalayas.
Message SerkanFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
