Oxford Nanopore Technologies Ltd
AX Application administrator
August 2015 to Present
CRM Support Consultant
August 2014 to August 2015
VALELink 2000 Limited
2nd/3rd LINE SUPPORT ENGINEER
September 2012 to July 2014
TECHNICAL HELPDESK ANALYST
June 2010 to September 2012
Data Management Services
June 2009 to September 2009
A confident and reliable IT support engineer with extensive practical experience of working with computers and resolving any support issues that are raised to the service desk. Possessing a proven ability to administer and control the operation, configuration and maintenance of computer based information systems, as well as having an eye for detail and able to multi-task under pressure. An excellent communicator, can relate well with people at all levels and has the flexibility of working well as part of a team and on my own.AX Application administrator @ From August 2015 to Present (5 months) CRM Support Consultant @ From August 2014 to August 2015 (1 year 1 month) 2nd/3rd LINE SUPPORT ENGINEER @ Responsible for supporting the company's SME clients at all levels as part of a helpdesk team. Ensuring that all hardware and software is configured and installed correctly. Duties: • Supporting their bespoke software Valelink, Nimrod, Call Queue and Saleslink • Responsible for networking, design, installation and maintenance services. • Supporting users and network administrators over the telephone and by email. • Maintain the companies network infrastructure. • Networking and providing support for Windows, Unix, AIX and Linux issues. • Configuration and testing of any new hardware and software. • Travelling to client sites to help with installs, deployment, and troubleshooting. • Management of the daily data backup and retrieval scheme. • Installing and operating Windows desktop and server operating systems. • TCP/IP networking and hardware maintenance and repair. • Training new employees. • Assistance with training of staff and compiling procedural documentation. • Assisting the network manager with support requests. • Ensure computer hardware is safe & complies with health and safety legislation. • Applying patches in accordance with company procedures. KEY SKILLS AND COMPETENCIES • Experience as a Team Leader for several projects • Excellent customer facing skills. • A positive attitude towards customer service and good communication skills. • Experience of Windows servers, Exchange / Windows 7 / office 2010. • Commercial technical support experience of servers and network infrastructure. • Ability to be clear & concise when explaining technical procedures to customers. From September 2012 to July 2014 (1 year 11 months) TECHNICAL HELPDESK ANALYST @ Responsible for taking & logging incoming calls & providing efficient customer support for all 1st Line issues relating to Servers, Desktops, Laptops and peripherals. Supporting over 20,000 users & on average answering over 70 IT calls per day. Duties: • Supporting bespoke software Asta Powerproject and Asta Easyplan • Providing technical support over the phone to all IT users. • Handling incoming incidents via the phone / e -mail promptly and effectively. • Diagnosing and resolving a wide range of technical issues over the phone. • Take ownership of a call and seeing it through to closure. • Escalating calls and issues where necessary to senior managers & team leaders. • Investigating and implementing ways of reducing calls to the Help Desk. • Ensuring that all call details are captured and entered in the logging software. • Updating support documentation. • Answering & responding to all calls & requests within agreed time scales. • Keeping customers updated as to progress. • Provide troubleshooting and configuration support for client desktop and Networking environment. KEY SKILLS AND COMPETENCIES • A good working knowledge of all levels of helpdesk support. • Excellent telephone manner and customer service skills. • Able to diplomatically manage customer's expectation. • Experience of setting up and maintaining hardware and software systems. • Ability to work shifts and weekends - occasional overtime/overnight. • Having the ability to listen, understand and defuse difficult situations. • Experience of working with CRM systems & multi -line help desk systems. • Knowledge of all Microsoft office applications and operating systems. From June 2010 to September 2012 (2 years 4 months) Data Management Services @ From June 2009 to September 2009 (4 months) HNC Computing, Computer Science, 1st Class (89% score overall) @ De Montfort University From 2007 to 2009 BTEC National Diploma in IT (Software), Information Technology, Distinction, Distinction, Merit @ Aylesbury College From 2005 to 2007 Mohammed Khan is skilled in: SQL, Linux, Windows, Databases, Unix, Requirements Analysis, HTML, Active Directory, Technical Support, XML, Windows Server, Testing, Team Building, Customer Service, Hardware
What company does Mohammed Khan work for?
Mohammed Khan works for Oxford Nanopore Technologies Ltd
What is Mohammed Khan's role at Oxford Nanopore Technologies Ltd?
Mohammed Khan is AX Application administrator
What industry does Mohammed Khan work in?
Mohammed Khan works in the Computer Software industry.
Extraversion (E), Intuition (N), Feeling (F), Judging (J)
1 year(s), 2 month(s)
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