Ali Hassan

Establish and manage remote helpdesk ticketing systems for business clients, logging, tracking, and prioritizing Tier-1 through Tier-3 support requests to ensure rapid resolution and customer satisfaction.

Oversee the design, implementation, and maintenance of cloud and on-premises IT infrastructure, guaranteeing high availability, performance, and scalability across Linux/Windows servers and storage systems.

Provide immediate remote technical support and troubleshooting assistance to staff, diagnosing hardware, software, and network bottlenecks to minimize operational downtime.

Conduct regular online training sessions and workshops for staff, teaching basic computer skills, cybersecurity awareness, and self-service computer troubleshooting techniques.

Audit and maintain valid software licenses across all organizational endpoints (including M365, OS icenses, and specialized tools), preventing compliance risks and service interruptions.

Generate structured reports documenting minor and major technical issues, root-cause analyses, and system uptime metrics for management review.

Managed daily IT support and network administration for distributed, remote team members, ensuring secure and seamless access to corporate databases and web applications.

Monitored network performance, server health, and cloud storage availabilty, implementing automated backup pipelines and system caching to optimize speed.

Diagnosed and resolved software functionality issues, database connectivity bugs (PostgreSQL/MongoDB), and operating system errors across staff workstations.

Wrote step-by-step user operation manuals and troubleshooting guides, significantly improving staff selisuficiency and reducing recurring helpdesk inquiries by 35%.

Collaborated with finance and operations departments to track software expenditures, manage vendor subscriptions, and renew, mandatory software licenses.

Delivered end-to-end technical support, workstation configuration, and network troubleshooting for SME clients across Europe and the Middle East (including Bostonharbour and Bensports).

Configured cloud servers, DNS records, and secure VPN access for remote employees, ensuring reliable communication and data protection.

Conducted personalized screen-share training sessions to assist non-technical staff in mastering office software, communication tools, and basic file management.

Provided daily helpdesk support to internal staff and external users, quickly resolving login errors, browser compatibility issues, and software glitches.

Assisted in the maintenance of company web servers, database backups, and hardware inventory tracking.

Managed daily IT support and network administration for distributed, remote team members, ensuring secure and seamless access to corporate databases and web applications.

Monitored network performance, server health, and cloud storage availability, implementing automated backup pipelines and system caching to optimize speed.

Diagnosed and resolved software functionality issues, database connectivity bugs (PostgreSQL/MongoDB), and operating system errors across staff workstations.

Wrote step-by-step user operation manuals and troubleshooting guides, significantly improving staff self-sufficiency and reducing recurring helpdesk inquiries by 35%.

Collaborated with finance and operations departments to track software expenditures, manage vendor subscriptions, and renew mandatory software licenses.

Delivered end-to-end technical support, workstation configuration, and network troubleshooting for SME clients across Europe and the Middle East (including Bostonharbour and Bensports).

Configured cloud servers, DNS records, and secure VPN access for remote employees, ensuring reliable communication and data protection.

Conducted personalized screen-share training sessions to assist non-technical staff in mastering office software, communication tools, and basic file management.


Provided daily helpdesk support to internal staff and external users, quickly resolving login errors, browser compatibility issues, and software glitches.

Assisted in the maintenance of company web servers, database backups, and hardware inventory tracking.