Mohammed Zain Ali

• Led and oversaw day-to-day operations of a 12-member L1 IT support team,
ensuring effective workload distribution, escalation handling, and service
continuity.
• Provided and supervised first-line IT support via email, ticketing systems,
telephone, and remote access tools, ensuring timely resolution of technical
issues.
• Acted as an escalation point for complex hardware, software, application,
and network-related incidents.
• Installed, configured, and maintained Windows 10/11 systems, laptops, and
mobile devices, supporting smooth organisational operations.
• Administered Microsoft 365, Azure, and Entra ID, including user
onboarding/offboarding, license allocation, access permissions, and role
management.
• Supported cloud and virtual machine environments, including VM
provisioning, basic monitoring, and access management.
• Supported and troubleshot VoIP and SIP-based phone systems, ensuring
stable and reliable internal communications.
• Diagnosed and resolved network and connectivity issues (LAN, Wi-Fi, VPN,
TCP/IP), maintaining consistent uptime across departments.
• Assisted with infrastructure upgrades, including servers, desktops, and
networking equipment, under the direction of the IT Manager.
• Maintained accurate IT documentation, incident records, asset registers,
and departmental workflows, ensuring traceability and compliance.
• Created automated workflows using Power Automate and Zapier, improving
administrative efficiency and reducing manual effort.
• Managed and updated the charitys WordPress website and digital systems,
improving functionality, security, and accessibility.
• Supported digital fundraising and awareness campaigns, managing Google Ads
and social media platforms to increase outreach and engagement.

• Managed and continuously updated the college website and multiple
organisational websites (front-end and back-end) using WordPress, improving
website performance and boosting site traffic by 30%.
• Administered the Moodle-based Virtual Learning Environment (VLE),
updating course materials and managing user accounts.
• Handled Microsoft 365 administration — user onboarding, license allocation,
and resource management.
• Managed Microsoft Azure cloud infrastructure, including user administration,
Entra ID configurations, and cloud service deployments.
• Refined expertise in Microsoft services and productivity tools — including
Word, Excel (with scripting/automation), and cloud applications — enhancing
workflow efficiency.
• Implemented and maintained digital library access through EBSCO solutions.
• Ran Google Ads campaigns, managed the colleges digital marketing
presence, and handled social media accounts, including content creation,
posting, and engagement, generating 4, 000+ public interactions and
increasing global website traffic.
• Engineered an AI-powered mobile attendance app, using JotForm for the
front-end and Microsoft Power Automate for the back end, creating a
seamless data pipeline and reducing attendance tracking time by 50%.
• Redesigned the fee receipt process using AI-based automations, developing
Power Automate and Zapier workflows, cutting manual processing time by
60%.
• Monitored and responded to emails while utilising AI automation tools,
improving communication efficiency.
• Maintained all on-campus IT hardware, including desktops, PCs, printers, and
projectors, ensuring consistent uptime.
• Provided comprehensive IT support across hardware, software, and network
infrastructure for staff and students.
• Provided desk help and reception support to the office administrator,
assisting with day-to-day operations and IT-related queries.
• Designed roll-up and large banners for the college and affiliated organisations
using Canva and Hello Print, supporting marketing and branding initiatives.

• Resolved 150+ client service tickets monthly, supporting a G6% positive
feedback rate.
• Delivered IT support - Hardware and software issues, streamlining resolution
processes and reducing downtime.
• Improved database operations by optimising project workflows, reducing
manual errors by 30%.
• Conducted 50+ system tests in staging and production environments,
ensuring 100%
• quality compliance.

• Developed interactive microcomputer solutions using Raspberry Pi, resulting
in a 25%
• increase in application efficiency.
• Engineered IoT-based embedded systems, successfully delivering 3 modern
digital solutions.
• Integrated IoT technology into daily-use applications, improving user
functionality by 35%.