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Experienced Information Technology Support Analyst with a demonstrated history of working in IT and Housing industry along with my dynamic set of skills in Azure AD and InTune device management, MobileIron MDM, Windows OS, macOS, Chrome OS, Customer Servi
Mohamed Kolobai Kamara
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
I have broad industry experience in IT and Housing along with my dynamic set of skills,
I can demonstrate the follow:
Experience of Microsoft Desktop Operating Systems, macOS, ChromeOS, G-Suite, Mobile device management (MobileIron) and Office 365 applications etc.
1. I have extensive experience and practical knowledge supporting and managing Microsoft Desktop Operating systems such Windows 10, 8 , 7 XP and office 365 applications. As a 1st and 2nd Line Support Analyst at Lewisham Homes my daily duties involves:
• Retiring Windows XP and Windows 7 PCs and rolling out new Windows 8 &10 PCs.
• Deploying Windows 8 &10 images to new PC’s using WDS or manually. This includes checking hardware compatibility and checking for licensing options and creating bootable image and disk
• Ensuring all desktops and laptops are running updates and complying with the domain group policy.
• Installing and providing supports to user on Office 2016 and Office 365 applications such as Word, Excel, PowerPoint, Outlook, OneNote, Publisher, and Skype for Business, Access and OneDrive.
• Logging on to the Exchange Control Panel, creating shared mailbox, managing mailbox permissions, and booking resources.
2. Experience of deploying and managing mobile devices to staff, board members and company’s executives.
In my current I am responsible for the management and roll out of mobile phones, laptops, tablets and desktop PCs. This includes and ensuring all devices have asset tags, added to asset management register, configured correctly and added to mobile and device management console as required using management tools such as Service Desk Engine, MobileIron. In the event where I may not be available, I create well understanding manuals which members of my team can follow and perform some of the above tasks.
3. Experience of collaborating with staff at various levels and external suppliers.
I understand that cultivating professional relationship and communicating effectively with your work colleagues helps build trust and enhance the productivity achieving improved workplace and team working relationship. I have experience working as part of a team, with stakeholders and external suppliers as demonstrated through my current employment and also through my college studies. I can work flexibly, and comfortable using my initiative and working with others. All my previous work experience has involved working in different team and with people with dynamic set of skills. My current role involves working effectively on a regularly basis with 15 colleagues in the IT and other departments in the organisation to ensure that IT delivers effective solution to the needs of staff and customers and enhance business productivity and continuity. I regularly liaise with our IT suppliers weekly as my part of my duties involves buying and ordering of IT equipment. And I always keep my team members and managers updated on any progress or changes and escalate requests to the right team member or team leader.
4. Demonstrating strong organisational and customer service skills, the ability to prioritise key actions and ensure delivery to specification and deadlines
I remain calm when under pressure despite tight deadlines. Working in the service-desk area at Lewisham Homes comes with lots of pressure and being able to meet short deadlines. I always ensure I produce quality work, provide great customer service and prioritise any given task based on impact and urgency. For example, anytime I identified I am under pressure, I ensure I review the facts at a heightened pace and respond to the situation with a solution while keeping a clear head. Great customer service is vital and important when working in the service-desk team because it helps provide a great IT services and build trust with customers and stakeholders. Good customer practice involves building relationship with customers, good communication between staff and customers, great services provider to customer, dealing with customers request/complaints and resolving them effectively. Part of my day-today duties involve dealing with customers, identifying their needs through active listening and effective communication, resolving their queries with careful considerations of all factors and ensuring their requests are resolved successfully.
It is important to have Key Performance Indicators and Service Level Agreements in place when providing IT services to customers because it helps define the set of services provided and how they can be measured. I currently work in the service-desk area and this involves working inline with KPI and SLA. For example when a request is raised, an SLA put place or set on the service-desk database helps set how a request is prioritized along with agreed response and resolve times. I always make sure requests are resolved within the set prior of time and keep customers updated in case of any delays with resolving their request.
I have practical knowledge of ITIL Foundation in IT Service Management. I believe my experience of incident management, problem management, and asset and change management would be beneficial and makes me an excellent match for this role.
Having done some research on the vision and services you render, I am very much interested in this role and believe it to be an ideal place to further my career. At the same time, I believe I can make a valuable contribution to your company bringing together my experience, proven track record of strong work ethics, strong technical and my ability to communicate and work effectively well as part of a team.
I am:
• ITIL-Certified (Foundation), with advanced knowledge in both hardware and software troubleshooting/problem-solving.
• Fast learner, with the ability to work efficiently alone and as part of a team.
• Excellent customer service and communication skills; certified in the "Make a Difference" training provided by *Mary Gober International Ltd*.
• Certified in Diversity and Equality training, therefore very comfortable relating with people (internal and external stakeholders) from all backgrounds with courtesy and empathy.
I can demonstrate the follow:
Experience of Microsoft Desktop Operating Systems, macOS, ChromeOS, G-Suite, Mobile device management (MobileIron) and Office 365 applications etc.
1. I have extensive experience and practical knowledge supporting and managing Microsoft Desktop Operating systems such Windows 10, 8 , 7 XP and office 365 applications. As a 1st and 2nd Line Support Analyst at Lewisham Homes my daily duties involves:
• Retiring Windows XP and Windows 7 PCs and rolling out new Windows 8 &10 PCs.
• Deploying Windows 8 &10 images to new PC’s using WDS or manually. This includes checking hardware compatibility and checking for licensing options and creating bootable image and disk
• Ensuring all desktops and laptops are running updates and complying with the domain group policy.
• Installing and providing supports to user on Office 2016 and Office 365 applications such as Word, Excel, PowerPoint, Outlook, OneNote, Publisher, and Skype for Business, Access and OneDrive.
• Logging on to the Exchange Control Panel, creating shared mailbox, managing mailbox permissions, and booking resources.
2. Experience of deploying and managing mobile devices to staff, board members and company’s executives.
In my current I am responsible for the management and roll out of mobile phones, laptops, tablets and desktop PCs. This includes and ensuring all devices have asset tags, added to asset management register, configured correctly and added to mobile and device management console as required using management tools such as Service Desk Engine, MobileIron. In the event where I may not be available, I create well understanding manuals which members of my team can follow and perform some of the above tasks.
3. Experience of collaborating with staff at various levels and external suppliers.
I understand that cultivating professional relationship and communicating effectively with your work colleagues helps build trust and enhance the productivity achieving improved workplace and team working relationship. I have experience working as part of a team, with stakeholders and external suppliers as demonstrated through my current employment and also through my college studies. I can work flexibly, and comfortable using my initiative and working with others. All my previous work experience has involved working in different team and with people with dynamic set of skills. My current role involves working effectively on a regularly basis with 15 colleagues in the IT and other departments in the organisation to ensure that IT delivers effective solution to the needs of staff and customers and enhance business productivity and continuity. I regularly liaise with our IT suppliers weekly as my part of my duties involves buying and ordering of IT equipment. And I always keep my team members and managers updated on any progress or changes and escalate requests to the right team member or team leader.
4. Demonstrating strong organisational and customer service skills, the ability to prioritise key actions and ensure delivery to specification and deadlines
I remain calm when under pressure despite tight deadlines. Working in the service-desk area at Lewisham Homes comes with lots of pressure and being able to meet short deadlines. I always ensure I produce quality work, provide great customer service and prioritise any given task based on impact and urgency. For example, anytime I identified I am under pressure, I ensure I review the facts at a heightened pace and respond to the situation with a solution while keeping a clear head. Great customer service is vital and important when working in the service-desk team because it helps provide a great IT services and build trust with customers and stakeholders. Good customer practice involves building relationship with customers, good communication between staff and customers, great services provider to customer, dealing with customers request/complaints and resolving them effectively. Part of my day-today duties involve dealing with customers, identifying their needs through active listening and effective communication, resolving their queries with careful considerations of all factors and ensuring their requests are resolved successfully.
It is important to have Key Performance Indicators and Service Level Agreements in place when providing IT services to customers because it helps define the set of services provided and how they can be measured. I currently work in the service-desk area and this involves working inline with KPI and SLA. For example when a request is raised, an SLA put place or set on the service-desk database helps set how a request is prioritized along with agreed response and resolve times. I always make sure requests are resolved within the set prior of time and keep customers updated in case of any delays with resolving their request.
I have practical knowledge of ITIL Foundation in IT Service Management. I believe my experience of incident management, problem management, and asset and change management would be beneficial and makes me an excellent match for this role.
Having done some research on the vision and services you render, I am very much interested in this role and believe it to be an ideal place to further my career. At the same time, I believe I can make a valuable contribution to your company bringing together my experience, proven track record of strong work ethics, strong technical and my ability to communicate and work effectively well as part of a team.
I am:
• ITIL-Certified (Foundation), with advanced knowledge in both hardware and software troubleshooting/problem-solving.
• Fast learner, with the ability to work efficiently alone and as part of a team.
• Excellent customer service and communication skills; certified in the "Make a Difference" training provided by *Mary Gober International Ltd*.
• Certified in Diversity and Equality training, therefore very comfortable relating with people (internal and external stakeholders) from all backgrounds with courtesy and empathy.
Markets
United States
(Remote
only)
Canada
(Remote
only)
United Kingdom
Rest of Euro area
(Remote
only)
Links for more
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Industries
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Available
My experience
2017 - ?
job
1st and 2nd Line IT Support Analyst
Lewisham Homes.
• Implementing and supporting Microsoft InTune. (On premise MDM administrator for InTune, MobileIron and G-Suite)
• Providing technical support to over 600 staff, board members and company's executives on user software and maintaining Citrix (a cloud computing software) responsible for supporting users, based on Citrix-Xen desktop and using Citrix Director as a tool to support users remotely and also patching Ethernet ports ensuring ports are live and ready to use when needed. Troubleshooting and managing Windows OS, macOS and Chrome OS.
• Install, configure and upgrade operating systems and software, using standard business and administrative packages.
• Retiring Windows XP and Windows 7 PCs and rolling out new Windows 8 & 10 PCs. Deploying Windows 8 & 10 images to new PC's using WDS/RDP or manually. This includes checking hardware compatibility and checking for licensing options and creating bootable image and disk and ensuring all desktops and laptops are running updates and complying with the domain group policy.
• Maintaining VoIP phones, Skype for business, Anywhere365 and SharePoint 2016.
• Creating new starters in Microsoft Exchange and giving users the required permissions in Active Directory. Also Supporting Housing software such as Capita Housing to set up properties, create user's accounts, give users permissions and Putty to manage capita in the background; Dynamic Resource Scheduling (DRS) to create users account for Schedulers; Open contractor to set up users, monitor and solve error jobs. Using Service Desk manage engine to resolve users' requests as well as logging tickets on behalf of users. Google admin console administrator.
• Using Integra to process GRN and Purchase Orders.
• Support users with their mobile devices, iPads and Tablets (Windows, IOS and Android devices). Configuring user's email, setting up MobileIron to be able to provide remote access to users' mobile devices and setting up SafeNet MobilePass on required users' devices and updating the asset lists to keep accurate records of devices we give out to staff. Managing and making mobile applications available to users via MDM (MobileIron) and G-Suite.
• Creating manuals and guides to help users with self service queries and also creating manuals to help colleagues on the Service desk to be able to configure hardware devices and also some software queries from users.
• I also help with IT projects working closely with project managers for a quick and efficient results on all projects.
• Managing the assets list to keep accurate records of all electronic devices owned by the organisation and also responsible for purchasing devices from suppliers.
• Maintaining and supporting laptops (Windows and Mac) for remote and office based users.
• Completed several trainings on GDPR and Data Protection Act enlarging my knowledge on the importance of handling users' details with extreme caution and following the rules and regulations of the GDPR.
• Completed the Make A Difference course which is a one day course provided by the Mary Gober International Ltd. Aiming to provide employees with excellent customer service skills and knowledge.
• Providing technical support to over 600 staff, board members and company's executives on user software and maintaining Citrix (a cloud computing software) responsible for supporting users, based on Citrix-Xen desktop and using Citrix Director as a tool to support users remotely and also patching Ethernet ports ensuring ports are live and ready to use when needed. Troubleshooting and managing Windows OS, macOS and Chrome OS.
• Install, configure and upgrade operating systems and software, using standard business and administrative packages.
• Retiring Windows XP and Windows 7 PCs and rolling out new Windows 8 & 10 PCs. Deploying Windows 8 & 10 images to new PC's using WDS/RDP or manually. This includes checking hardware compatibility and checking for licensing options and creating bootable image and disk and ensuring all desktops and laptops are running updates and complying with the domain group policy.
• Maintaining VoIP phones, Skype for business, Anywhere365 and SharePoint 2016.
• Creating new starters in Microsoft Exchange and giving users the required permissions in Active Directory. Also Supporting Housing software such as Capita Housing to set up properties, create user's accounts, give users permissions and Putty to manage capita in the background; Dynamic Resource Scheduling (DRS) to create users account for Schedulers; Open contractor to set up users, monitor and solve error jobs. Using Service Desk manage engine to resolve users' requests as well as logging tickets on behalf of users. Google admin console administrator.
• Using Integra to process GRN and Purchase Orders.
• Support users with their mobile devices, iPads and Tablets (Windows, IOS and Android devices). Configuring user's email, setting up MobileIron to be able to provide remote access to users' mobile devices and setting up SafeNet MobilePass on required users' devices and updating the asset lists to keep accurate records of devices we give out to staff. Managing and making mobile applications available to users via MDM (MobileIron) and G-Suite.
• Creating manuals and guides to help users with self service queries and also creating manuals to help colleagues on the Service desk to be able to configure hardware devices and also some software queries from users.
• I also help with IT projects working closely with project managers for a quick and efficient results on all projects.
• Managing the assets list to keep accurate records of all electronic devices owned by the organisation and also responsible for purchasing devices from suppliers.
• Maintaining and supporting laptops (Windows and Mac) for remote and office based users.
• Completed several trainings on GDPR and Data Protection Act enlarging my knowledge on the importance of handling users' details with extreme caution and following the rules and regulations of the GDPR.
• Completed the Make A Difference course which is a one day course provided by the Mary Gober International Ltd. Aiming to provide employees with excellent customer service skills and knowledge.
It, Customer, UP, XP, PC, Administrator, Skype for business, Organization, Google, Software, International, Office, Analyst, Hardware, Macos, Support, Android, Voip, Windows, Service, Data protection, Citrix, GDpr, Customer service, SoMe, Cloud, Mac, SharePoint, Active Directory, Exchange, It support, IOS
2015 - 2020
job
Operation team member (Customer Services advisor)
Natoora Ltd.
• Providing training to new starters joining the team till they are comfortable enough to carry out the job on their own without supervision.
• Placing customers' orders via phone, emails and faxes and passing it over to the warehouse team for processing (picking and packing).
• Handling customer complaints and prepares contracts and invoices.
• Verifying customer information is correct and up-to-date and notifying appropriate department of order and delivering date.
• Reviews orders for accuracy and completion
• Placing customers' orders via phone, emails and faxes and passing it over to the warehouse team for processing (picking and packing).
• Handling customer complaints and prepares contracts and invoices.
• Verifying customer information is correct and up-to-date and notifying appropriate department of order and delivering date.
• Reviews orders for accuracy and completion
Contracts, Training, It, Supervision, Processing, Contracts, UP, Customer
2015 - 2017
job
Bar Staff
Barcode Recruitment UK.
Bar staff at the Reading festival.
• Bar and Staff at the Rugby world cup.
• Bar and Staff at the Rugby world cup.
Festival
2015 - 2015
job
Network Support Assistant
CBRE.
• Installing software and hardware
• Setting up user accounts, passwords and permissions
• Overseeing security for all systems
• Identifying and repairing server issues
• Changing extension and port numbers
• Setting up user accounts, passwords and permissions
• Overseeing security for all systems
• Identifying and repairing server issues
• Changing extension and port numbers
Security, Network, Support, Hardware, Software, Server, UP
2015 - 2015
job
Project Associate
Linden Clarke Associates.
Leading and participating in business projects including;
• The Success Showcase (a project aimed at studying the varying degrees of success. This was in partnership with The Mirror Newspaper, Unilever, TFL and other organisations).
• Mystery Shopping Project (a project aimed at assisting Sainsbury's supermarket with their levels of service).
• Food Bank Project (a project aimed at helping a charitable organisation raise money and awareness).
• The Secret Kitchen (a pop up restaurant aimed at making profits to be donated to the 2nd Chance charity).
• The Success Showcase (a project aimed at studying the varying degrees of success. This was in partnership with The Mirror Newspaper, Unilever, TFL and other organisations).
• Mystery Shopping Project (a project aimed at assisting Sainsbury's supermarket with their levels of service).
• Food Bank Project (a project aimed at helping a charitable organisation raise money and awareness).
• The Secret Kitchen (a pop up restaurant aimed at making profits to be donated to the 2nd Chance charity).
Service, Organization, UP
My education
Lambeth College
Unspecified, ICT Systems and Principles
Unspecified, ICT Systems and Principles
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