Samir Mammadov
Baku,Azeribaijan
Summary
As a Leading IT Auditor at Kapital Bank, I am a member of the IT Excellence Center (ITEC), where I oversee the implementation and compliance of IT policies, standards, and controls. I have more than four years of experience in the IT field, working as a Senior Information Technology Specialist at PASHA Technology and an IT Specialist at Agro Food Investments. I have developed and maintained various IT systems and solutions, such as Microsoft 365, Azure, and Proofpoint, and ensured their security and performance. I hold several certifications, including CompTIA A+, Microsoft Certified: Azure Fundamentals, and Microsoft 365 Certified: Fundamentals. I have a Bachelor's degree in Computer Engineering from Azerbaijan Technical University. My core competencies include information technology infrastructure, Microsoft 365 administration, Proofpoint, IT auditing, IT security, and IT project management. I am passionate about leveraging technology to enhance business processes, optimize customer experience, and reduce risks and costs. I value innovation, quality, and collaboration in my work.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Leading IT Auditor (ITEC)
Kapital Bank
Baku, Azerbaijan
08.2023 - Current
- Evaluated the effectiveness of existing internal control mechanisms in order to provide assurance that information is secure and reliable.
- Conducted independent reviews of IT systems, applications, networks, databases and other infrastructure components.
- Participated in meetings with senior management team members in order discuss overall objectives relating to IT audits.
- Assessed compliance with applicable laws, regulations, policies and procedures related to information technology operations.
- Audited networks and security systems to identify vulnerabilities.
- Performed periodic audits on server configurations to ensure proper implementation of established security standards.
- Monitored user activities on network devices using specialized software tools for suspicious behavior detection.
Senior IT Servicedesk Specialist
PASHA-Technology
Baku
02.2022 - Current
- Provide level 1 support for incident management and end user and customer inquiries related to end user hardware, peripherals, software and applications.
- Monitoring and promptly responding to incoming requests for IT Help Desk issues registered in the appropriate ticketing system.
- Continuously updating and maintaining the latest inventory of all hardware, software, licenses and subscriptions in Asset Management systems.
- Ability to detect network problems to isolate and diagnose common network problems.
- Responding to customer needs and questions regarding access to network or cloud resources through managed devices.
- Ensuring ongoing support and compliance with processes and policies: ITIL (Information Technology Infrastructure Library), incident management, problem management, technical support management, change management, operations monitoring.
- Document relevant requests in "Ticket system" activities for effective transfer of information internally and to customers.
- Performs diagnostics and troubleshooting following standard procedures, quickly identifies the cause(s) of issues, and replaces faulty components with minimal customer and business disruption.
- Respond to incoming requests via phone and other electron systems for technical assistance related to managed services.
IT Support Specialist
Agro Food Investments
Baku
08.2019 - 02.2022
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Configured new employee work stations, including all hardware, software and peripheral devices.
- Responded to 50-100 individual tickets every week to provide end-user support on systems and software.
- Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
- Supported customers with online billing, access and account issues.
- Streamlined operational efficiencies by providing timely computer diagnosis and repair.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Managed user profiles, security access and shared file structures.
- Directed account management and customer training on company technical software and tools for new accounts and new users.
Helpdesk Support Engineer
Caspel LLC
Baku
03.2019 - 08.2019
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses and enable support team to solve customer queries effectively.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Supported customers with online billing, access and account issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Education
Bachelor of Science - Computer Engineering
Azerbaijan Technical University
Baku, Huseyn Javid06.2017
Skills
- Customer support needs assessment
- Promptly answer calls to the Technical Support number
- Service desk support
- Proficiency with MS Office applications and Microsoft Cloud products and subscriptions
- Creation of IT technical support user guide
- Strong organization and time management
- Strong written and verbal communication
- Hardware diagnostics and configuration
- Equipment repair
- System upgrades
- Application installations
- Configuring and managing backup
- General knowledge of network technologies (LAN, WAN, VLAN, TCP / IP, Ethernet, MAC)
- Mounting and configuration network or server devices
- Server installations
- Management of virtual machines via ESXi
- Provisioned services with AD DC, DNS, FS, Exchange Servers
Certification
CompTIA A+ Certification
Microsoft 365 Certified: Fundamentals
Microsoft Certified: Azure Fundamentals
ITIL v4 Foundation Certificate in IT Service Management
CompTIA Network+ Certification
ISO 27001 Lead Auditor
Foreign Language
Eglish language: Pre intermediate level
Timeline
Leading IT Auditor (ITEC)
Kapital Bank
08.2023 - Current
Senior IT Servicedesk Specialist
PASHA-Technology
02.2022 - Current
IT Support Specialist
Agro Food Investments
08.2019 - 02.2022
Helpdesk Support Engineer
Caspel LLC
03.2019 - 08.2019
Bachelor of Science - Computer Engineering
Azerbaijan Technical University
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