MD FAHIMUL ISLAM

Terra Consultancy — London, UK

Oct 2025 - Present

• Deliver Level 1 and Level 2 remote and on-site technical support to 15+ enterprise clients simultaneously, acting as primary point of contact for incident logging, triage, and resolution across multi-sector environments.
• Manage full incident lifecycle using ITSM ticketing platforms, ensuring SLA compliance and accurate documentation across all concurrent client engagements.
• Conduct pre-engagement scope assessments and produce technical documentation, SOPs, and client-facing support runbooks for each environment.
• Apply ISMS-aligned data security practices including GDPR-compliant access controls, encryption, and confidentiality standards across all client systems.

Hawkridge Hamilton — London, UK

Aug 2025 - Jan 2026

• Provided Level 1 and Level 2 helpdesk support across 3 multi-site locations via telephone, remote access, and deskside visits within agreed SLA targets.
• Installed, configured, and maintained 250+ endpoints including laptops, desktops, printers, and peripherals; performed hardware repairs, OS patching, and mobile device enrolment via Intune MDM.
• Reduced repeat incidents by 25% by authoring SOPs, troubleshooting guides, and knowledge base articles; improved first-time fix rates by 15-20% through structured triage.
• Delivered structured IT training and guidance to 300+ staff of varying technical ability, improving end-user self-sufficiency and reducing inbound ticket volume.
• Performed proactive system monitoring, identified risks to IT continuity, and escalated to 3rd line support following structured incident management procedures.
• Collaborated with infrastructure engineers on project scheduling, network maintenance, and AV/conferencing infrastructure to ensure system availability.

Diablo Sugar Free — London, UK

May 2025 - Jul 2025

• Evaluated, integrated, and deployed AI-powered chatbot solutions into the company's customer support and sales infrastructure, managing technical scoping, platform testing, and implementation end-to-end.
• Administered Google Analytics and digital platform monitoring tools to track system and campaign performance, producing structured data reports for senior leadership.
• Managed SEO and PPC technology stacks including Google Ads and Meta Ads, configuring tracking implementations, tag management, and data capture pipelines.
• Aligned technology solutions with business objectives and delivered technical findings to stakeholders in clear, accessible language.

Store 974 Electronics W.L.L — Doha, Qatar

Sep 2019 - Aug 2024

• Delivered Tier 1 and Tier 2 incident resolution to 150+ hybrid and remote users via telephone, remote access, and deskside support, achieving 96% SLA compliance and consistently high user satisfaction scores.
• Administered Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive) and managed the full user account lifecycle in Azure Active Directory and Entra ID including provisioning, group policy, and identity access management.
• Managed Intune MDM infrastructure for 400+ endpoints, covering device enrolment, OS imaging, package deployment, hardware refresh coordination, and software licensing management.
• Used PowerShell scripting to automate user provisioning, Microsoft 365 licensing assignments, and account management, significantly reducing manual effort and error rates.
• Monitored system and network health across TCP/IP, DHCP, DNS, VPN, LAN, Wi-Fi, and NAS environments, maintaining 99.9% uptime by resolving issues before they impacted end users.
• Implemented Microsoft Defender configurations and cybersecurity baseline measures, reducing avoidable security incidents by 30%.
• Conduct UAT for new software rollouts and authored ITIL-aligned knowledge base articles, incident reports, and SOPs to support consistent service delivery.
• Designed and delivered an ITIL-aligned onboarding documentation suite and knowledge base that reduced new-hire time-to-productivity by 3 days.

Qatar Press — Doha, Qatar

Mar 2020 - Jul 2024

• Administered and maintained the organisation's digital technology stack including CMS platforms, email marketing systems, analytics dashboards, and social media management tools, ensuring platform availability and data accuracy.
• Configured and managed web analytics infrastructure using Google Analytics, producing structured KPI reports and dashboards for senior leadership.
• Maintained GDPR and ASA compliance across all digital systems, conducting regular compliance reviews and managing user consent frameworks.
• Coordinated with external vendors and technical suppliers to manage content and technology pipelines, ensuring timely asset delivery and platform performance.
• Monitored digital platform health and coordinated rapid incident responses to outages or system issues, minimising operational disruption.

Qatar Stars League — Doha, Qatar

Dec 2015 - Dec 2017

• Provided on-site IT and systems support for large-scale events including conferences and award ceremonies, managing AV configuration and live event technical infrastructure.
• Administered digital ticketing systems and CRM databases, processing ticket changes, maintaining booking records, and managing attendee data in line with confidentiality requirements.
• Coordinated with external technology vendors to ensure AV, ticketing, and venue systems were delivered and configured on schedule for each event.
• Managed administrative systems including payment processing and vendor record keeping, supporting accurate and efficient event operations.