Muhammad Ibrahim
Service Desk Analyst @Node4
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WORK HISTORY
Service Desk Analyst @Node4
Derby, GB
Provide remote support using Quick Assist, TeamViewer, Vsphere, and N-ABLE.Diagnosed and resolved hardware and software issues for end-users, including desktops, laptops, and mobile devices.Monitor system health using LogicMonitor and Systems Centre Operation Manager.Perform Active Directory tasks, disk space management, and service/process restarts.Managed device drivers, BIOS/firmware updates, and peripheral setup for printers, monitors, and docking stations.Troubleshoot and resolve IT alerts related to SMTP failures, CPU utilization, domain trust issues, and IIS 8 application errors.Handle ticketing systems (Service Now, Popx, Harmony) and coordinate with multiple teams for issue resolution.Manage broadband supplier interactions and escalate critical faults when necessary.Administer security policies, including password resets, account unlocks, and RDS profile management.Conduct system maintenance tasks such as server reboots and log backup troubleshooting.Engage with Incident Managers for high-priority (P1) issues and coordinate escalations.Processed new starters/ leavers requests.
EDUCATION
De Montfort University
Bachelor of Science - BS, Computer Science
Crown Hills Community College
GCSE
Gateway College
BTEC, IT
Gateway College
BTEC, Business Finance
ABOUT MUHAMMAD IBRAHIM
Results-driven Service Desk Analyst with 2.5+ years of experience in IT support, cloud…
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