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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

5 - 9 years

Other titles

1st and 2nd Line IT Support Analyst Operation team member (Customer Services advisor) Project Associate it project engineer

Skills

It support IT operation and user support Installation of IT systems Mobile Device Management Asset Management + 7 more

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.

Markets

United States (Remote only)
Canada (Remote only)
United Kingdom
Rest of Euro area (Remote only)

Links for more

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Industries

IT Computer Hardware

Language

English
Fluently

Ready for

  Smaller project
  Larger project
  Ongoing relation / part-time

Available

Typically available right away

My experience


My education




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