Anmol Kumar

Information Technology Support Engineer @Fortray Global Service Limited

London, GB

Delivered 1st/2nd line support to 200+ users across 8 clients, maintaining 95% first-contact resolution for Windows OS, Office 365, Active Directory, SharePoint, and OneDrive.• Managed and prioritized 500+ ITSM tickets monthly, achieving 98% SLA compliance and reducing average escalation time by 30%.• Installed and configured desktops, laptops, printers, and mobile devices remotely and on-site, improving deployment speed by 25%.• Diagnosed and resolved 90% of software, hardware, and basic network connectivity issues at first touch; escalated complex cases to Level 3 teams.• Assisted in Windows Server administration, managing 500+ user accounts and administering AD, DNS, DHCP, and Group Policy across 8 domains.• Monitored and maintained antivirus tools (McAfee, Sophos, Windows Defender), reducing malware incidents by 40% and improving system uptime to 99.5%.