Md Islam

Business IT graduate with experience in 1st/2nd line support

Maintaining Service Desk system, assigning and resolving tickets within SLA. 

Resolving issues through remote desktop and physically ensuring service continuity for systems. 

Setting up Desktops/Laptops for users, configuring machines on user-to-user basis. 

Documenting technical solutions and creating knowledge base articles to help 1st line support resolve similar issues in the future. 

Ensuring compliance with company policies and procedures, such as security and data protection. 

Management of Office 365 accounts, license allocation and account permissions through Admin center. 

Asset management, proactive checks on current stocks. 

Train staff on the service desk ticketing tool, providing operational support on personal/university devices. 

INFORMATION TECHNOLOGY FOR BUSINESS (BSC) | COVENTRY UNIVERSITY 

Classification: Upper Second-Class 

Course Modules covered extensive range of areas including Business Fundamentals and Decision making, Computer systems, Information systems, Cyber Security and Networking 

CYBER SECURITY BOOT CAMP | LEARNING CURVE 

Learning Cyber Security fundamentals and concepts including Risk Management, Threat Assessment, Security Controls, and Compliance Frameworks  

Cisco Certified Support Technician (CCST) Cyber Security Certification