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
Denmark01.2020
M.Sc. - Computer Systems Engineering
Halmstad University
Sweden03.2011
B.Sc. - Computer Science
National University
Bangladesh01.2002
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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