Elham Jahangiri
London,United Kingdom
Summary
A qualified individual with a record of hard work and achievement, both in studying towards a BSc in Information Technology and outside a formal academic environment. I am open to new ideas and opportunities and am interested in becoming competent in several core infrastructure technologies, including Microsoft Servers, Cisco intermediary devices, Cloud Services, Technology Solutions, and Communication Technologies. I am also committed to advancing my technical expertise by developing my computer coding knowledge. I work well both on my own initiative and as part of a team, with a proven record demonstrated through my customer-facing commercial experiences.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
Work history
Support Technician
JustEat Takeaway
07.2023 - 02.2025
- Provided first and second-line technical support to end users
- Fostered teamwork and cross-cultural collaboration
- Identified innovative solutions that drove project success
- Enhanced productivity using Google Apps and Atlassian tools
- Provided AV support for Google Meet video conferences
- Utilized knowledge-based portals for efficient problem-solving
- Integrated communication tools using Slack API to streamline workflows
- Deployed macOS apps and updates using Munki
- Deployed apps and managed devices with Microsoft Intune
- Basic skills in identity management, user provisioning, SSO, and MFA
- Ability to prioritize key tasks effectively, ensuring focus on high-impact activities and deadlines
Client Support Analyst
The Office Group (Fora)
12.2022 - 07.2023
- Work with third party vendors to remediate issues as needed
- Proven analytical, troubleshooting, and problem-solving skills
- Network troubleshooting using Medusa and support for Cisco Meraki MDM
- Understanding AV and provided AV/IT support for events hosted by various companies
- Work under pressure, able to listen and interpret customer needs accurately in a positive attitude
- Install and configure iPads for remote booking system management
IT Support Analyst
ForaSpace
11.2021 - 11.2022
- Proficient in Microsoft Windows and macOS desktop operating systems
- Good understanding of DHCP, DNS and IP addressing
- Basic troubleshooting for Wireless LAN and Ethernet desktop issues
- Assist with IT infrastructure projects and workstation upgrades
- Resolve and document end-user technical issues (desktop support, handhelds, smartphones, iPads)
- Troubleshoot and resolve software issues, including customer-specific applications
- Reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
- Taking ownership of issues through to resolution on all appropriate requests as per the SLAs
- Work under pressure and meet strict deadlines
- VoIP phone configuration
- Providing training to IT and non IT colleagues
- Offer first-level contact and issue resolution for employees and clients, on-site and remote support
- PC hardware installation and troubleshooting
- Utilize helpdesk ticketing systems
- Installation and configuration – Desktop and laptop
- Install, upgrade, support and troubleshoot Windows and macOS
- Install, upgrade, support and troubleshoot for printers
- How to be able to priorities key tasks
Education
BSc - Computer Science and Information Technologies
Virtual Tehran University
Tehran 10.2009 - 07.2013
GCSE - Mathematics
09.2008 - 06.2009
Skills
- Systems & Tech Support: Expertise in Windows 10/11, Office 365, Azure, Exchange, SharePoint, Intune, Windows Servers, Crestron, PaperCut
- Platform Proficiency: Skilled in G Suite, macOS, Android, and iOS support
- Enterprise Monitoring: Experience with Sophos, Druva, Dropbox, LogMeIn, Proofpoint, Safenet, Meraki, OneLogin, and Zscaler, SolarWinds
- Networking: VPN (FortiClient), Wi-Fi, TCP/IP troubleshooting, and MDM (Medusa, Meraki, Cisco ISE)
- Cloud & Security: Zscaler ZIA Admin Portal, Sophos
- Communication Tools: Support for Zoom, Polycom, VoIP, UCOne, Google Meet, and Logitech
- Backup & Recovery: Experience with Druva, Proofpoint, and Dropbox for Business
- Automation & Tools: Salesforce, Freshservice, Jira, and Slack API integration
- App Deployment: macOS deployment (Munki) and Microsoft Intune
- Programming: Knowledge of HTML, JavaScript, CSS, SQL, and Python
- Identity Management: Familiar with Okta
Accomplishments
- IGCSE in English Language, B, 2018, London
- Cyber Security for Beginners, Level 2, 2020, Udemy Academy
- IT Skills, Level 2, 2020, Vision2 learn
- Introduction to Software Engineering, 2024, Coursera, IBM
References
References available upon request.
Timeline
Support Technician
JustEat Takeaway
07.2023 - 02.2025
Client Support Analyst
The Office Group (Fora)
12.2022 - 07.2023
IT Support Analyst
ForaSpace
11.2021 - 11.2022
BSc - Computer Science and Information Technologies
Virtual Tehran University
10.2009 - 07.2013
GCSE - Mathematics
09.2008 - 06.2009
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