Owees Khan

• Assisted speakers worldwide in connecting to remote, multilingual meetings and live events organized by the European Parliament, ensuring seamless participation across time zones and platforms.
• Ensured optimal audio and video quality for all remote participants by performing pre-session technical checks and real-time troubleshooting.
• Provided live technical support without remote control access, guiding speakers step-by-step to resolve issues efficiently and maintain session flow.
• Advised users on best practices for audio setup, noise reduction, and camera positioning to guarantee professional-quality communication.
• Collaborated closely with interpretation teams and event coordinators to ensure synchronization of multilingual channels and smooth event execution.
• Monitored live meeting sessions to detect and resolve audio/video latency, bandwidth, or compatibility issues in real time.
• Documented recurring issues and contributed to the improvement of internal procedures and speaker guidelines.
• Maintained clear communication between users, interpreters, and IT support teams to ensure high standards of accessibility, reliability, and user satisfaction.

• Assisted speakers worldwide in connecting to remote, multilingual meetings and live events organized by the European Parliament, ensuring seamless participation across time zones and platforms.
• Ensured optimal audio and video quality for all remote participants by performing pre-session technical checks and real-time troubleshooting.
• Provided live technical support without remote control access, guiding speakers step-by-step to resolve issues efficiently and maintain session flow.
• Advised users on best practices for audio setup, noise reduction, and camera positioning to guarantee professional-quality communication.
• Collaborated closely with interpretation teams and event coordinators to ensure synchronization of multilingual channels and smooth event execution.
• Monitored live meeting sessions to detect and resolve audio/video latency, bandwidth, or compatibility issues in real time.
• Documented recurring issues and contributed to the improvement of internal procedures and speaker guidelines.
• Maintained clear communication between users, interpreters, and IT support teams to ensure high standards of accessibility, reliability, and user satisfaction.

• Managed the general ICT-SD ticket queue, ensuring proper assignment of incidents to the responsible technicians or teams.
• Acted as a key contact point for IRM (Integrated Resource Managers), front office staff, managers, and officials to resolve blocking or high-impact incidents.
• Created, managed, and monitored Master Tickets throughout their lifecycle, coordinating with relevant support groups to ensure timely resolution.
• Maintained active communication with second and third-level support teams for incident escalation and follow-up on Master Tickets.
• Reviewed and validated all daily tickets to confirm accurate categorization, linkage to Master Tickets, and compliance with support procedures.
• Communicated updates, new procedures, and Master Ticket information across the project team to maintain operational alignment.
• Updated and maintained internal Wiki documentation related to Master Tickets and procedures.
• Audited and updated old or inactive tickets to ensure data integrity within the ticketing system.
• Prepared and delivered daily performance and incident statistics reports for management review and team meetings.

• Provided advanced second-level support for incidents related to Microsoft Office applications and Windows operating systems, escalated from the ITIC Service Desk.
• Delivered expert troubleshooting and resolution for applications included in the standard RTM Windows image deployed across European Commission systems.
• Analyzed, filtered, and redirected incidents to specialized third-level support groups when required, ensuring accurate escalation and compliance with internal protocols.
• Offered on-demand assistance and ad-hoc training to floor agents, delivering in-depth technical guidance and rapid problem analysis.
• Identified and developed solutions for complex Windows-related issues, sharing findings with the Experts group and CIT team to enhance collective knowledge.
• Reviewed and validated technical documentation, including Wiki and Knowledge Base articles, to ensure accuracy and completeness of advanced troubleshooting procedures.
• Authored and maintained technical Wiki content on complex diagnostic processes for Service Desk use.
• Contributed to quality improvement by reviewing and correcting ticket records in the MTBT tool, ensuring accurate reporting and proper incident categorization.
• Detected and escalated recurring or systemic technical issues to the Infrastructure Management (IM) team for further investigation.

Following my strong performance and rapid mastery of internal procedures within the first month, I was promoted to the Charlemagne/Berlaymont Proximity Team, providing on-site support for VIP and VVIP users across multiple European institutions buildings, including:

• Berlaymont
• European Council
• European Parliament
• Charlemagne
• European External Action Service

Key Responsibilities :

• Registered, troubleshooted, and prioritized incidents using HP Service Manager Client (SMT 6.0), adhering to standard service desk procedures and strict security protocols.
• Monitored incident progress in line with SLAs, ensuring complete lifecycle management from reporting to resolution and verification.
• Advised staff on appropriate actions, maintained ownership of incidents, and ensured consistent communication and updates.
• Updated the internal knowledge base with final resolutions and compliant workarounds for newly identified issues.
• Managed user access rights in Active Directory, Group Policy Objects (GPO), and PKI key certificates for encrypted emails, digital signatures, and secure file access on network drives and mobile devices.
• Supported large-scale migration from Windows 7 Enterprise to Windows 10 Enterprise.
• Participated in the configuration and installation of PC, macOS, Android, and iOS environments, as well as associated peripherals.
• Acted as a key liaison between end users and the technology department, ensuring effective communication and escalation of complex issues to appropriate teams.

• Performed initial assessment and troubleshooting of IT incidents, ensuring timely and effective resolution.
• Logged and tracked incidents and problems through the ticketing system, maintaining accurate and detailed records.
• Monitored incident progress to ensure compliance with established SLAs and service quality standards.
• Managed the entire incident lifecycle, including follow-up, closure, and user verification.
• Assisted in the configuration and installation of PC environments and related hardware.
• Adhered to standard service desk procedures and best practices to maintain consistency and efficiency.
• Provided technical guidance to staff, ensuring clear communication and maintaining ownership of incidents until resolution.
• Acted as a liaison between end users and technical teams, escalating and redirecting issues to the appropriate resources when necessary.

Provided first-line IT support for users and students via the UCL helpdesk line, diagnosing issues remotely and delivering optimal solutions in compliance with established SLAs. Utilized a ticketing system daily to log, track, and escalate incidents when necessary. Performed initial troubleshooting to resolve issues efficiently or documented detailed diagnostic steps before forwarding cases to second-line support.

Once a week, collaborated with the local IT team to assist users on-site, resolving incidents from the local queue. Responsibilities included managing and maintaining IT hardware (desktops, laptops, monitors, peripherals), activating network ports, assisting users with daily technical issues, and overseeing stock management for IT equipment and accessories.