MD FAHIMUL ISLAM

About Me

A little background on who I am

I'm MD FAHIMUL ISLAM, an IT Support Specialist with over five years of hands-on experience in IT infrastructure, digital systems, and customer service. I thrive in fast-paced environments where I can apply my problem-solving skills to diagnose and resolve technical issues quickly and efficiently.

My experience spans desktop support, network troubleshooting, Active Directory administration, and cloud-based productivity tools like Microsoft 365. I believe that great IT support is about more than fixing machines — it's about empowering people to do their best work.

I completed my BSc in Information Technology from Middlesex University London. Outside of work I enjoy keeping up with the latest developments in cybersecurity, automation, and cloud computing.

London, United Kingdom

BSc Information Technology

13+ Professional Certifications

Available for new opportunities

5+ Years Experience

500+ Tickets Resolved

98% User Satisfaction

15+ Technologies

Technical Skills

Technologies and tools I work with

Desktop & OS Support

Windows 10 / 11
macOS
Active Directory
Hardware Troubleshooting
Software Installation & Config

Networking

TCP/IP, DNS, DHCP
VPN Setup & Support
Wi-Fi Configuration
Backup & DR
Network Storage (NAS)

Microsoft Ecosystem

Microsoft 365 Administration
Azure AD / Entra ID
Intune (Endpoint Management)
Exchange Online
SharePoint & Teams

ITSM & Ticketing

ServiceNow
Jira
ITIL Processes
Ticket Management
UAT / Functional Testing

Security & Compliance

Endpoint Protection
Cybersecurity Awareness
Identity & Access Hygiene
Patch Management
GDPR Compliance

Cloud & Data

Oracle Cloud Infrastructure
SQL Queries
Excel Data Validation
PowerShell (Basic)
Device Imaging / Deployment

Featured Projects

A showcase of my technical work and digital strategies

AI Agents for Fraud Detection

Middlesex University

Evaluated RL, CNNs/LSTMs, and GANs for adaptive fraud detection.
Addressed class imbalance, interpretability, and GDPR compliance.
Reviewed XAI and Federated Learning as future enablers.

IT Infrastructure Optimization

Store 974 Electronics

Restructured system configurations to improve stability.
Introduced automation to reduce manual processes and disruption.
Managed performance monitoring and technical documentation.

"Qatar Now" Digital Campaign

QATAR PRESS

Directed cross-platform campaigns for civic engagement.
Collaborated with influencers on multimedia content production.
Managed targeted ads and email marketing newsletters.

Driving Engagement Strategy

West Hendon Business Association

Developed short-term marketing for brand awareness.
Refined online content across digital channels.
Supported local community outreach initiatives.

Work Experience

My professional journey

Digital Notetaking and eSupport Consultant

Current

Terra Consultancy — London, UK

Oct 2025 – Present

Provide digital notetaking and technical eSupport in multi-sector environments, capturing technical decisions, system requirements, and action items with high fidelity.
Deliver IT-focused communication support and documentation aligned to technical, regulatory, and organisational standards (ISMS, data protection).
Apply secure data-handling practices (controlled access, encryption) and adhere to client governance, SLAs, and compliance protocols.
Manage session documentation, artefact control, and workflow governance; conduct pre-engagement scope assessments to validate technical complexity and domain relevance.

IT Support Technician

Hawkridge Hamilton — London, UK

Aug 2025 – Jan 2026

Delivered 1st–3rd line desktop and remote support across multiple sites, meeting SLAs and improving first-time fix rates through knowledge base expansion and better triage.
Installed, configured, and maintained endpoints and peripherals to minimise downtime and improve user experience.
Supported rollouts, updates, and patching to strengthen stability and cybersecurity posture; documented incidents and SOPs to reduce repeat issues.
Collaborated on infrastructure improvements and small projects; provided user-friendly guidance and training to enhance self-sufficiency.

IT Support Specialist

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

Sep 2019 – Aug 2024

Implemented baseline cybersecurity measures (endpoint protection, access controls) and promoted secure practices with staff to reduce avoidable incidents.
Maintained asset inventory and licensing for governance and transparency; coordinated procurement and finance for technology upgrades.
Authored knowledge base articles, troubleshooting guides, and onboarding materials aligned to ITIL, accelerating time-to-productivity for new hires.
Monitored network and system health using diagnostic tools to address recurring issues proactively and prevent downtime.
Provided Tier 1–2 support to hybrid/remote users, consistently achieving SLA targets and improving satisfaction.
Contributed to business continuity and disaster recovery by documenting procedures and supporting backup verification routines.
Configured and supported Microsoft 365 and Microsoft Teams to streamline collaboration across departments.
Tested new software and systems for compatibility; recommended improvements based on findings from UAT and functional testing.

Business Development Consultant

Diablo Sugar Free — London, UK

May 2025 – Jul 2025

Explored AI-powered chatbots to improve customer engagement and streamline support and sales funnels.
Used analytics to monitor campaign performance and inform decisions; collaborated with marketing, finance, and operations.
Delivered demos and presentations to stakeholders to support adoption.

Digital Business Strategy Consultant

Qatar Press — Doha, Qatar

Mar 2020 – Jul 2024

Managed multi-platform content and campaigns; leveraged analytics (e.g., Google Analytics) to improve performance.
Coordinated vendors and content pipelines to ensure on-time delivery and alignment with brand standards.
Supported compliance reviews (ASA/GDPR guidance) to reduce legal risk.

Customer Experience Representative

Qatar Stars League — Doha, Qatar

Dec 2015 – Dec 2017

Organised events (meetings, conferences, award ceremonies) ensuring smooth operations and high guest satisfaction.
Delivered on-site support, managed registrations, handled ticket changes, and resolved attendee concerns.
Supported logistics, vendor coordination, and maintained accurate records.

IT System, Support & Cybersecurity