Ishaq Vaez

Address:  23 Roman Road Preston, PR1, 4NQ
United Kingdom

Email: [email protected] (Primary method of communication)

Mobile: 07749 992486
Full clean driving license­­­

Enhanced DBS
Actively seeking work in UAE- Immediately available

Linkedin: http://www.linkedin.com/pub/ishaq-vaez/20/59a/87a

Personal Profile

I am a confident, enthusiastic and hands on individual with great customer service skills and a can do attitude. I’m confident both as a team member but also working as an individual who can be proactive and generate my own work streams. I have a passion for technology/Security and problem solving, priding myself in self educating, having a real thirst for knowledge and new skills.

With over 13 years’ experience I pride myself in providing support of full Microsoft stack and technologies such as Windows and other corporate applications.

I have come to a time where I wish to relocate to the UAE, seeking the opportunity to broaden my horizon and actively expand on learning new skills.

Achievements

Providing excellent customer service and receiving outstanding feedback
Testimonials from employers outlining work carried out during assignments
Saving time, e.g. suggesting a new time-saving process
Key IT Skills/Experience

Microsoft Windows 7/8/10 (Build and troubleshoot), Microsoft Office 2003/07/10/13
Microsoft Windows Server 2008/12 R2, Microsoft SQL Server 2016
Support for Lenovo/HP and Fujitsu Siemens hardware
Microsoft System Centre Configuration Manager, Exchange Server 2007/10
Outlook 2003/07/10 and NHS Mail
Zenworks Configuration Manager, Active Directory
Mobile OS: Windows Phone, Android, Blackberry Console and management
Citrix/XenApp, Lotus Notes, Cisco Config Manager
ITIL Framework
Lan/Wan Config, Networking (TCP/IP/LAN/WAN and Wi-Fi Config)
Router configuration, VMWare Virtual Desktop Infrastructure
Bit locker/Safe boot/MacAfee Encryption, Smart Water
Printer Troubleshooting (HP, Canon, Konica, Brother and Samsung)
Solar winds, Mine cast, SonicWALL
EMIS Web and Docman
Mitel/Cisco and Avaya Phone system

Remote Software/IT Ticketing Systems

­­­­­­­­­­­­­­­­­­­­­­Windows Remote Desktop, Dame ware, Go to Assist, Zen works TeamViewer, VNC, Kaseya, Log Me In, Net Helpdesk, Bomgar
IT Ticketing Systems

Service Now, ITSM, Sostenuto, HP Open view, HPSM, LANDesk, Ambercat, LANDesk
Career History

August 2018-October 2018

Lonza- Manchester
IT Onsite Engineer

I worked on a short term contract for Lonza sites in Manchester and Blackley, the role involved supporting on site user approx. 150+ staff.

The role involved troubleshooting issues raised via the service now system. The role involved resolving anything and everything within a Windows 10 environment.

Some of the duties I was involved in:

·         Attending to all incidents raised in the service now ticketing system and liaising with internal helpdesk where necessary

·         Ensuring quality of service and assisting users who have very basic technical skills with the ability to communicate on user level

·         Providing updates on incidents users have logged

·         Resolving  technical faults in a Microsoft office 365/Windows 10 environment

·         Building laptops to Lonza image and preparing kit for new starters

·         Installing printers and troubleshooting when issues occur

·         Floor walking and being proactive interacting with users on all levels

I was involved with few other duties which can be discussed at a later stage

February 2018- July 2018

Excis Compliance Ltd- Manchester/Liverpool

Field Service Engineer

I worked as Field engineer working on multiple projects on client sites, the role involved providing on-site support in a windows and Apple environment as well as providing support remotely working from home. Some of the clients I supported included Hewlett Packard Enterprise and Under Armour based in the North West.

Roles and responsibilities available on request

Due to a reduction of workload, I was one of many engineers made redundant

December 2017- January 2018

NHS Greater Manchester Shared Services- Manchester
Service Desk Technician

I worked as a service desk engineer covering a short term BAU role supporting a user base of more than 30,000 users who work in GP practices Clinical Commissioning Group’s and Commissioning Support Units

This role involved working in a Windows/Microsoft environment as well as Cisco telephone system.

Role involved supporting clinical systems such as DOCMAN and EMIS WEB

Some of the duties included:

·         Password resets

·         Logging all incidents and aiming for first line fixes where possible

·         Ensuring quality of service and assisting users who have very basic technical skills with the ability to communicate on user level

·         Providing updates on incidents users have logged

·         Resolving Microsoft office issues in an office 2010 environment

·         Outlook email troubleshooting using NHS Mail

·         USB/Network Printer installation and troubleshooting

·         Supporting Microsoft issues in a windows 7 environment

·         Troubleshoot hardware remotely where possible by talking through user with step by step instructions on all levels

·         Liaising with third party suppliers for systems hosted by them e.g. telephone systems were supported by Bridgewater NHS foundation trust

·         Troubleshooting initial system issues with EMIS WEB and Docman

·         Booking engineer visits for issues that cannot be resolved remotely to user preference

October 2017- December 2017

NHS Cheshire CSU- Chester

Senior IT Field Engineer

I worked as a senior field and remote engineer covering all aspects of troubleshooting within a window 7 and cisco telephone environment. This also involved working alone with minimum supervision and travelling to customer sites where required.

The role involved looking after GP practices Clinical Commissioning Group’s and Commissioning Support Units with the primary app of support being EMIS WEB.

This role was similar to what I did at NHS Greater Manchester Shared Services

April 2017- August 2017

Cheshire East Council- Chester

ICT Support Officer

I worked as a technical support officer resolving anything and everything within a Microsoft and citrix environment as well as other technologies.

Tasks included everything from basic user configuration of access requests, developing and implementing enterprise infrastructure, solving technical issues and major incidents that affect users at all levels remotely or onsite.  There was also a requirement to deal with third party suppliers for support and maintenance requests or general queries to assist with development.

October 2016- March 2017
Speed Medical- Chorley
IT Support Technician (1st-3rd line)

I worked as an IT support technician supporting over 300 users which included customers and clients, this involves supporting over two sites and also other areas of Northwest, my role consisted of as follows:

To capture and record tickets in the Helpdesk System that will allow accurate fix or fulfilment.
To set expectations of Customers as to what will happen next
To own Tickets through to completion even when they have been passed to others or a 3rd party.
To accurately fix or fulfil 1st and 2nd Line Tickets
To provide timely updates on ticket progress to Customers.
To continually update the IT Helpdesk knowledge base so that there is no continual re-discovery of how to fix or fulfil commonly occurring tickets.
To continually work with owners of 3rd Line Helpdesk queues to ensure the maximum number of Tickets are fixed and fulfilled in the 1st and 2nd Line.
Identification of problem trends
Visiting users across 3 buildings resolving any hardware issues
Resolving software issues in a Microsoft environment
System administration on core applications – access & authority
amendments, resetting passwords, starter & leaver process
Performing early morning checks to ensure all systems working smoothly
Conduct MySQL Database management fixing errors as and when they occur
Carrying out technical duties on server 2012 R2
Updating user accounts on ASP.net.
Resolving PC/Printer issues
Assist with desk and office Moves/setups
 

The above task and responsibilities were the main I carried out on a day to day basis, however there are other duties involved to

April 2016- August 16
Expedia/Egencia Travel- Manchester
IT Field Support Technician

I worked as a temporary BAU field support engineer in a citrix and Microsoft environment for our Egencia (customer) covering 3 regional sites, some of the duties I was involved in are as follows:

·         Support Egencia users in Manchester and Glasgow Sites

·         Work through the ticketing system completing requests where required

·         Manage and configure Avaya phones where required

·         Windows 7/10 Support as well as Skype outlook 2013

·         Build new machines both laptops and thin clients laptops/desktops

·         Configure corporate machines to individual use ensuring all setup including encryption security etc.

·         Replace and test machines, headsets when faulty or required

·         Following starter and leaver process as well as granting rights to carry out company credit card transactions

. The above task and responsibilities were the main I carried out on a day to day basis, however there are other duties involved to

January 16-April 2016
Pennine Care NHS Foundation Trust- Ashton-Underlyne (Greater Manchester)
Field/Remote Support engineer

I worked as a field support engineer covering all aspects of support in a Microsoft environment, this includes supporting Desktops, laptops and tablets as well as printers
The user base that was covered was ­­over 5000 users

Duties and responsibilities available on request.

September 15 – December 15

Blackpool Teaching Hospitals NHS Trust- Blackpool
3rd Line Support

I worked as a desktop support technician covering duties from 1st line to 3rd line which involved site visits installation and build of systems and configuration.

Duties and responsibilities available on request.

January 15 – September 2015

Pennine Care NHS Foundation Trust- Ashton-Underlyne (Greater Manchester)

Desktop/Field IT Support

I worked as an I.T. support specialist dealing with requests raised by the help desk (1st line) resolving general issues in a Microsoft environment supporting over 5,000 users. Some of the duties I was involved in are listed below:

·         Undertake 2nd line ICT problem diagnosis and resolution including remote diagnosis and support at customer premises

·         Deploying install software via SCCM and/or group policy

·         Resolving printer issues(OKI,Xerox,Danwood,HP) and adding them in security groups where possible

·         Assisting with technical issues occurred by home users

·         Carrying out field duties visiting sites to resolve issues

·         Assisting with office moves

·         Troubleshooting issues with NHS bespoke systems including NHS Mail

·         Resolving issues with tablets/laptops for mobile workers

·         Resolving general issues remotely such as Microsoft office/Windows XP/7/8 and 10 issues

·         Building mobile devices such as tablets running on windows 8 using dedicated custom department image

The above task and responsibilities were the main I carried out on a day to day basis, however there are other duties involved to.

November 2013- September 2014

Deployment/Migration Engineer Windows 7/XP Legacy Support- Northwest England

Multiple Projects such as DWP (HP), Virgin, Local Government etc.

I worked as a deployment engineer for windows 7 Migration which involved upgrading existing PC’s as well as assisting with migration of user data and carrying out floor walking

Working as part of a team and liaising with colleagues in carrying out the deployment
Working in line with targets of upgrades done per evening
Ensuring machines are replaced and fully tested for staff to use the next working day
Investigate any failures and resolve where possible
Ensuring the work area is left tidy when work completed
Reporting to team leader and working under his instructions
Migrating Data to backup and restoring and testing all is working fine
Test printers and network connectivity and ensure machine is working just as the old one
Replacing monitors and ensuring they have been securely replaced and fixed back into place
Completing any checklists required and ensuring customer satisfaction on the replacement device
Assisting with office moves where required
XP Legacy support supporting Microsoft XP and Office packages 2003/07.
 

October 13 – March 2014

Lancashire County Council- Preston

Desktop Support Technician

I worked as desktop support technician dealing with requests raised by the help desk (1st line) resolving general issues in a Microsoft environment supporting over 25,000 users.

April 08 – October 2013- Northwest

I worked at various clients doing IT support roles involving mainly desktop support as well as field.

More details on clients I worked at as well as duties available on request.

April-2005 – April 2008: Preston

Hays Specialist Recruitment
Recruitment/Technical Administrator
 

Education and Qualifications History

Secondary Education – August 2002-July-2004

Darul-uloom Al Islamiyah (Independent boarding Secondary school)

6 GCSE’ S in the following subjects:

ICT – A, Maths – C, English –B, Science (Double award) –CC, R.E. – C, Urdu – D

Further Education

College Attended                         Qualifications                                        Grade/Level

Preston College                           BTEC Diploma in ICT                        Merit Sep 04 April 05

Key skills Communication                               Level 2

Application of Number                                  Level 2

Interest/Activities
I am a non-smoker and in good health. I enjoy going out with my friends and my spare time I like to play cricket and badminton, which are some of my favourite sports. I also like to surf the Internet in my free time.  I am a member of a local youth initiative called Youth in Action, we try to tackle issues of Drugs Misuse and petty crime in our area, and this is done voluntarily.

References: Available on request