Say hello to the newest members of our team

Say Hello to the Newest Members of Our Team

It’s been a busy year at Reflective IT. As we’ve welcomed new clients, including more than 30 businesses joining us from SecureDesk, our team has grown too. You may already have spoken to one of our newest team members on the phone or seen their name on a ticket.

We asked each of them five quick-fire questions — from their best security advice to their go-to karaoke song — so you can get to know the people behind your IT support a little better.

Omar, Service Desk Analyst

Omar is one of the friendly voices you’ll hear when you call our Service Desk, helping you get back up and running as quickly as possible.

What does a typical day look like in your role?
Logging user issues, calling end users to resolve them, managing ticket assignments and investigating service issues.

When you’re not at work, where will we find you?
Currently lost between five different video games, and watching NFL games on Sundays.

If you could give every client one piece of security advice, what would it be?
Always double check the email sender!

Which three people, living or dead, would you invite to dinner?
Michael Jackson, Keanu Reeves and Utada Hikaru.

What’s your go-to karaoke song?
“I Wish” by Skee-Lo.

Umair, Project Coordinator

Umair schedules our engineers and keeps client projects running smoothly, from new office set-ups to Microsoft 365 migrations.

What does a typical day look like in your role?
I usually have my head buried in project-related tickets throughout the day 😊 From there, I’m checking and confirming we’re still on schedule with our Engineering team. I also keep clients updated on project status, especially when an engineer can’t update them due to workload.

When you’re not at work, where will we find you?
I love walking and being in nature. Coastal walks or inland treks, it’s great being out of the city and in fresher air!

If you could give every client one piece of security advice, what would it be?
Multi-factor authentication is a must to keep things secure. David can help! 😉

Which three people, living or dead, would you invite to dinner?
There are too many great people to choose from. Gosh. Prince, Mozart and Gustav Mahler, just to see what would happen.

What’s your go-to karaoke song?
“Young at Heart” (the Tony Bennett version).

Tionne, Service Desk Coordinator

Tionne keeps tickets moving and makes sure the right engineer picks up your request.

What does a typical day look like in your role?
A typical day in my role consists of supporting and assisting clients over the phone, raising tickets on their behalf, and making sure issues are logged accurately. I also allocate tickets to the right teams and review incoming tickets to clarify requirements and make sure they’re categorised correctly before being assigned. In addition, I review client feedback and recognise team members by sharing positive feedback and shout-outs based on their reviews, helping to celebrate good service and keep team morale high.

When you’re not at work, where will we find you?
If I’m not at work, you can usually find me looking for activities that get me out of the house. I enjoy trying new things, staying active, and making the most of my free time.

If you could give every client one piece of security advice, what would it be?
Don’t use the same password for everything!

Which three people, living or dead, would you invite to dinner?
Druski, Chris Tucker and Michael Jackson. I think all three of them would be a good laugh!

What’s your go-to karaoke song?
“Grenade” by Bruno Mars.

Reflective IT Tip

Next time you call 0207 317 4535, say hello. There’s a good chance you’ll be speaking to one of our newest team members.

Need Help or Have Questions?

Our team is always happy to help. Contact us or get in touch directly:

📞 0207 317 4535 | 📧 support@reflectiveit.com