Full Name
Postal Code, City, UK | +44123456789 | abc@gmail.com | Full UK Driving License |Full working rights | LinkedIn
Profile
Motivated Junior IT Support Engineer with hands-on experience in providing server, PC, Mac, and mobility support in a Windows environment. Proficient in configuring, monitoring, and maintaining systems hardware and software. Skilled in troubleshooting technical issues and delivering excellent customer service for optimal user satisfaction. Committed to continuous learning and contributing to team success in dynamic IT environments.
SKILLS
- Operating Systems: Windows (11, 10, 7), Linux
- Deployment & Management: Windows OS, Group Policy Objects (GPOs), Microsoft Deployment Toolkit (MDT)
- Network Connectivity: VPN, Remote Connectivity Solutions, TCP/IP, DNS, DHCP
- Device Support: Desktops, Laptops, Mobile Devices, Printers
- System Maintenance: Backups, Recovery Procedures, Event Logs, Performance Monitoring Tools
- Software: Microsoft Office Suite, Windows Server (2012/2016/2019), Active Directory, Microsoft Teams, SharePoint Online
- Cloud Services: Office 365, Azure Active Directory, OneDrive
- Monitoring Tools: Wireshark, PRTG
- ITSM Tools: Remedy, Jira (Atlassian), Atera, ServiceNow
- Communication: Customer Service Skills, Help Desk Software (Zendesk, Freshdesk)
- Security Software: McAfee, Sophos, Windows Defender
- Remote Support Tools: TeamViewer, AnyDesk, LogMeIn
Certifications
- Microsoft Windows 10 MD-102 (Mon Year)
- Office 365 Fundamentals (MS-900) (Training Completed)
- Microsoft Windows MS-100 (Training Completed)
- Azure Fundamental AZ-900 (Training Completed)
EXPERIENCE
Feb 2024 – Present
IT Support Engineer, Fortray Global Services, UK
- Provide support for Windows 10, Windows Server, Active Directory, Office 365, and business applications, ensuring optimal performance for multiple customers.
- Prioritize and categorize incidents and requests to enhance efficiency and response times.
- Deliver 1st and 2nd line support as part of the Service Desk, facilitating quick issue resolution and automation opportunities.
- Manage ITSM ticket queues, ensuring all tickets are updated and aligned with customer expectations.
- Troubleshoot and resolve basic network connectivity issues for seamless user access.
- Escalate unresolved issues to higher-level support to ensure timely resolution.
- Oversee the management of helpdesk tickets, consistently meeting Service Level Agreements (SLAs).
- Support end users with SharePoint and OneDrive issues, providing effective troubleshooting.
- Install, configure, and maintain software and applications, ensuring reliable user access.
- Administer Windows Server support and manage user access, while performing effective software and hardware troubleshooting.
Education
Bachelor of ABC, XYZ University, Country Month Year – Month Year
Masters of ABC, XYZ University, Country Month Year – Month Year
Reference
Will be available on request.
