Zihad Wadud Ansari

1st Line Support Analyst - Imperial College London

• Deployed as a member of the Rapid Response Team (RRT) to provide immediate first-line support for audio-visual (AV) systems and hardware machines.
• Respond to urgent requests (top priority) for technical assistance via a combination of ITSM (ServiceNow), phone (AV Emergency Line), and face-to-face support within the SLA time period.
• Managed setups for AV systems in lecture/event spaces and PC initial setups in computing rooms, ensuring AV software are operational and PC boot-up and network login tests are completed seamlessly.
• Utilised Powershell scripts to automate the network build process for Windows AV & Cluster machines.
• Conversant with the driver updates/security patches of audio-visual systems, cluster desktop machines, systems OS, and related core machine services [via Splunkbase].