Haroon Mustafa

As a dedicated IT professional, I have a proven track record in supporting clients across various industries with diverse IT systems. I possess strong technical skills coupled with excellent interpersonal abilities, allowing me to effectively communicate with a broad client base. I am keen to embrace challenges that will enable me to grow and refine my IT skills further. 

While my work placements have been intermittent during 2024, I've used these breaks to prioritize family and personal commitments. During this time, I was able to strengthen bonds with loved ones and also had the opportunity to visit Pakistan. These experiences have provided me with valuable perspectives and enriched my overall development. 

As a skilled remote worker based in Pakistan, I bring a unique blend of technical expertise and cultural understanding. My ability to work effectively across time zones and my commitment to delivering high-quality work make me a valuable asset for any remote team 

Internal IT Support | Aixtron LTD (Contract) 

Jul 2024  – Sept 2024 

IT Engineer | Croft MSP (Contract) 

Jan 2024  – March 2024 

Information Technology Support Manager | Bridge Partners (Cintract) 

Aug 2023 – December 2023 

Provide onsite support to multiple clients across Cambridgeshire, supporting Cloud and Hybrid technologies. 

Provide 2nd/3rd line desktop support (backups, W10/W11) and account management to internal departments. 

Offer strategic support to clients and assist with Out of Hours and On call support. 

2nd Line Service Desk Engineer | Espria - Empowering digital workspace          Sep 2022 - Aug 2023 (1 year) 

Handled 2nd/3rd line support requests for internal business users, providing desk-side and remote support, including resolving hardware issues. 

Assisted in setting up and maintaining on-site networks and servers. 

Contributed to project work on system integrations and improvements, including migrating to Azure. 

Worked with the business to understand requirements and problems, collaborating with multiple industries in an ITIL environment at a medium-sized MSP 

Desktop Support Engineer | Telefonica Tech                                                                                       Jun 2021 - Sep 2022 (1 year 4 months) 

Acted as 2nd line support for all NHS staff, working with multiple teams to resolve cases within tight SLAs. 

Provided hardware and software support across multiple sites, operating within company and NHS policies. 

Created knowledge base articles and provided insights on recurring cases. 

Managed label printers, printers, and bespoke applications, along with network patching and troubleshooting. 

Information Technology Consultant | turn IT on                                                                                   Oct 2020 - Jun 2021 (9 months) 

Managed computer builds, patching, and group policies. 

Educated teachers on the latest IT trends to assist learning. 

Managed client projects and third-party relationships. 

Decreased IT costs by finding and implementing more efficient solutions. 

Worked with school staff and development teams to improve learning with IT curriculum. 

Ensured ongoing technical support tickets were logged and updated, assisting with technical queries remotely. 

IT Project Coordinator | Espria - Empowering digital workspace                                     Nov 2019 - Apr 2020 (6 months) 

Responsible for scope and end-to-end delivery of internal and customer projects. 

Provided project communications and ensured customer relationship management during delivery. 

Managed RAID (Risks, Assumptions, Issues, Dependencies) from a technical aspect during weekly project meetings. 

Gathered resource management information for invoicing and participated in project change control. 

Provided detailed project reporting on all projects. 

Service Desk Team Lead | Espria - Empowering digital workspace.                             Nov 2018 - Dec 2019 (1 year 2 months) 

Ensured timely completion of team and individual tasks and objectives. 

Held team and individual management meetings, hosted performance and mentoring sessions, and set targets for engineers. 

Oversaw recruitment and onboarding of new IT Service Desk resources. 

Produced, monitored, and presented regular reports on team performance and KPIs. 

Acted as a technical escalation point within a rigid ITIL framework. 

Verified the quality, accuracy, and timeliness of responses and actions taken by analysts. 

Reviewed feedback mechanisms to drive continual service improvement. 

Led and participated in regular service review meetings with customers across the UK and Europe. 

Provided technical guidance to new employees and created knowledge base articles. 

Technical Support Engineer | Espria - Empowering digital workspace                        Apr 2016 - Dec 2019 (3 years 9 months) 

Provided technical expertise to improve the quality of work among team members. 

Offered logical troubleshooting steps to resolve tickets promptly according to SLAs. 

Worked and maintained standards as per the ITIL framework. 

Ensured detailed and constant updates were given to end-users and recorded in the service desk ticketing tool (AutoTask). 

Acted as an escalation point for other engineers, maintaining a high customer satisfaction score. 

Demonstrated technical experience in web/email filtering (Mimecast, Sophos), AV monitoring and maintenance (SolarWinds, Citrix, Windows Firewall), print management, Windows Server (2012, 2016), Citrix support, Azure Online, O365 management, Intune MDM management, SharePoint management, SCCM support, Windows Backup solutions, bespoke app support (Sage, CRM, Oki), Android and Apple phone support, Active Directory management, network tools (CMD, PowerShell), and major Windows desktop support. 

ICT Support Apprentice| United Learning Cambridge Cluster.                                         Oct 2014 - Jan 2016 (1 year 4 months) 

Worked as a first-line IT technician at two secondary schools, providing support to staff and students on different sites. 

Employed as an apprentice hosted by Cambridge Regional College. 

College education on Level 4 City and Guilds for IT Support and Networking at Cambridge Reginal College