Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Hobbies and Interests
Volunteer Experience
ADDITIONAL INFORMATION
References
Timeline
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Mohammad Alam

Mohammad Alam

Copenhagen

Summary

IT Support Engineer with over 4 years of experience delivering technical support across Windows, macOS, and mobile platforms. Skilled in Google Workspace, Azure, Intune, and network infrastructure, including Cisco and FortiGate. Strong communicator with a proactive mindset, experienced in onboarding, process automation, and supporting distributed teams across multiple sites. Holds a valid EU driver’s license and excels in fast-paced, customer-focused environments.

Overview

4
4
years of professional experience
1
1
Certification

Work History

IT Service Engineer

DHL Aviation
12.2022 - Current
  • Resolved 95% of incidents within SLA for 545 users through Microsoft 365 applications.
  • Diagnosed hardware issues and managed workstation setups for seamless operations.
  • Escalated complex issues to global IT team, reducing downtime and enhancing service quality.
  • Managed user onboarding and offboarding, ensuring secure access and compliance with policies.
  • Monitored IT systems, performing regular updates and backups to maintain optimal performance.
  • Conducted inventory checks to ensure 100% compliance with asset management policies.
  • Collaborated with cross-cultural teams to implement effective IT solutions, improving communication skills.
  • Partnered with British Telecom to enhance network infrastructure for reliable connectivity.

IT Assistant

International School of Hellerup
03.2022 - 11.2022
  • Assisted 700+ students and 146 staff with hardware and software issues, including troubleshooting computers, endpoint protection, printers, and devices.
  • Installed, configured, and updated software on school computers and devices to ensure they operate effectively.
  • Monitored and managed school devices, including laptops, tablets, and mobiles, to ensure optimal working condition and availability.
  • Facilitated the creation, modification, and deletion of user accounts for students and staff, ensuring proper access to systems and resources.

IT Field Engineer

AVASO
05.2021 - 02.2022
  • Provided on-site technical support for clients, troubleshooting, and resolving hardware and software issues with computers, printers, and devices.
  • Assisted with IT projects, including system upgrades, migrations, and modern technology implementations, by providing logistical and technical support.
  • Assisted clients in establishing and maintaining network infrastructure, including routers, switches, and wireless networks, for optimal performance and security.
  • Set up and update operating systems and software on client devices for proper functionality.
  • Managed user accounts and permissions for secure system access; tracked IT assets for compliance and resource optimization.
  • Escalated complex issues to higher-level support for timely resolution.

Education

Professional Bachelor - IT

Copenhagen Business Academy
Denmark
01.2020

M.Sc. - Computer Systems Engineering

Halmstad University
Sweden
03.2011

B.Sc. - Computer Science

National University
Bangladesh
01.2002

Skills

  • Operating Systems: MacOS, Windows, iOS, Android
  • Cloud Platforms: Google Workspace, Microsoft Azure
  • Device Management Tools: Microsoft Intune, Jamf, SureMDM
  • Networking: LAN, WAN, WLAN, FortiGate Firewalls, Cisco Switches, Cisco Wireless
  • IT Asset Management: Snipe-IT
  • Corporate Tools: Slack, Atlassian Suite (Jira, Confluence, etc)
  • Hardware Support: Desktop/laptop/printer troubleshooting and support
  • Scripting/Automation: Basic automation for IT tasks
  • Customer service excellence
  • Strong communication & analytical skills
  • Self-motivated and organized
  • Team collaboration
  • Flexible and open to new challenges

Certification

  • Information Security Awareness
  • Network Security Threat and Impact
  • IT Security Concepts
  • Customer Service and Engagement Training
  • Phishing Awareness Training
  • Team communication

Languages

English - Fluent, Danish - Intermediate

Hobbies and Interests

Photography, Badminton

Volunteer Experience

IT mentorship for Bangladeshis seeking job opportunities in Denmark

ADDITIONAL INFORMATION

  • Driving license – Category B
  • Nationality – Danish

References

References available upon request.

Timeline

IT Service Engineer

DHL Aviation
12.2022 - Current

IT Assistant

International School of Hellerup
03.2022 - 11.2022

IT Field Engineer

AVASO
05.2021 - 02.2022

Professional Bachelor - IT

Copenhagen Business Academy

M.Sc. - Computer Systems Engineering

Halmstad University

B.Sc. - Computer Science

National University

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Mohammad Alam