محمد عثمان

Technical project lead for Hitachi Rail’s mobilisation of European train manufacturing plants and train maintenance centres. Defining technology roadmaps for all IT infrastructure and IT security standards. Delivering the strategic design and implementation of Core IT services to facilitate the manufacturing and maintenance of DfT-led Intercity Express Programme and future global Hitachi Rail projects.

Infrastructure engineer responsible for Catalyst housing’s core IT services. Maintaining BAU requirements for compute, network and storage technologies. Providing project based support for the technology roadmap and supporting the organic organisational growth by delivering a best in class IT infrastructure.

Provided BAU support and proactive monitoring of the IT Infrastructure by undertaking the day to day support and maintenance of the Mear’s Group companies IT infrastructure.

Senior point of contact for all incidents and service requests escalated via the Service Desk, managing the incident lifecycle to minimize user impact and to ensure a timely resolution for the end users. Supporting the Groups IT infrastructure across multiple sites in London accommodating 700 users.

Exchange Server 2003 and 2007 administration, performing scheduled maintenance tasks ensuring nightly mail store backups are completed successfully. BAU administration of Groups VDI estate, XenDesktop support and administer Citrix XenApp farm. Windows server 2003 and 2008 administration, configuring new shared printers and maintaining group file share permissions. Maintaining Active Directory users and groups, administering group policy settings.
Administer Cisco Unified Call Manager, configure Cisco IP telephones

Acknowledge and respond to support calls raised via email and telephone, maintaining high levels of incident ownership. Providing second line support in order to resolve the service request or incidents within the agreed SLA.

Resolve escalated assignments/calls from frontline Advisors/direct from customer IT Helpdesks relating to data and new technology products and services, within SLA.

Communicate clearly, between the Customer Contact Centres and other internal support functions to offer an effective resolution to customer queries.