Amar Ashfaq
Field Service Representative @Pomeroy
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WORK HISTORY
Field Service Representative @Pomeroy
Installed and configured systems and networks with minimal downtime.• Deployed laptops via SCCM and Autopilot• Configured mobile devices for new starters.• Managed Active Directory and Office 365 (licensing, Exchange, Intune).• Used Intune, CyberArk, and PAM for secure device and access control.• Set up and maintained multi-factor authentication (2FA).• Provided multi-channel support (in-person, remote, Teams, email), ensuring high user satisfaction.• Diagnosed and resolved hardware/software issues across various devices.• Delivered remote support and resolved tickets via ServiceNow within SLA targets.• Handled troubleshooting across multiple IT platforms.• Maintained IT asset inventory and tracked device movements.• Conducted monthly audits and prepared inventory reports.• Oversaw quarterly laptop refresh and return of leased devices, ensuring secure data wiping and compliant handover to HP.• Fulfilled equipment requests with timely setup and delivery• Handled network cabling, replacements, and issue resolution.• Managed leaver process: coordinated equipment returns and updated asset records.
EDUCATION
Reading College
National Diploma in IT Practitioner
Middlesex University
Bachelor of Science (BSc), Network Management and Security, Upper Second Class Honours
SKILLS
ABOUT AMAR ASHFAQ
Technical and highly proficient IT professional with over eight years of success developing IT projects, networks and infrastructures to completion to facilitate improvements to efficiency and performance while concurrently streamlining operations and reducing costs. Coordinated ITSM processes (incident, problem and change) while overseeing full lifecycle of IT problems. Proven success spanning end-user device management, deployment, security and automation. Renowned for expertise proactively identifying, flagging and mitigating service delivery risks or issues dependent upon severity levels (including crisis management). • Delivered high-quality IT support in a customer-centric environment, consistently achieving impressive customer satisfaction scores.• Improved support response times having called upon expertise in multi-tasking and prioritising urgent IT issues in fast-paced settings.• Maintained high system availability and user satisfaction by resolving complex hardware, software, and network issues.• Efficiently managed ticket systems, ensuring prompt resolutions in line with Service Level Agreements (SLAs).• Played a pivotal role in IT system upgrades and decisions on hardware/software.• Called upon ability to convey often complex/technical details to non-technical people in a user- friendly format.CORE COMPETENCIESTechnical Support and Troubleshooting | System Deployment | Active Directory Administration|Remote/Onsite SupportNetwork / Server Management | Virtual Machines | Security Management | VPN Configuration | Call Log ManagementProblem Solving | User Training | Documentation | Process Improvement | Customer Service | Organisation and PlanningIT SKILLSOperating Systems and Software Deployment:Windows Deployments | Office 365 | Intune | SharePoint| Hyper V | SCCM | VMs|Active Directory and Server Management: Active Directory | Windows Server | Exchange AdministrationNetwork and Security Management: Cisco Meraki | FortiClient VPN | WSUS | BitLocker | 2FA | MDMRemote and Onsite Support Tools: Onsite and Remote Support | Call Log Management
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