Shomu Sharma

System Support Engineer @WSP

Auckland, NZ

ServiceNow Expertise:•Proficient in handling priority tickets through ServiceNow, ensuring efficient and timely resolution.•Expertise in utilizing ServiceNow for incident management, problem management, and change management.Endpoint Management:•Proven experience in endpoint management, ensuring the smooth operation and security of end-user devices.•Implementing and maintaining endpoint security measures to safeguard organizational assets.Microsoft 365 Administration:•Skilled in Microsoft 365 administration, managing user accounts, permissions, and ensuring seamless collaboration through various M365 applications.•Experience in troubleshooting and resolving issues related to Microsoft 365 services.Exchange Administration:•Proficient in Exchange administration, handling email configurations, mailbox management, and ensuring the reliability of email services.•Troubleshooting and resolving issues related to Exchange server for optimal email communication.Server Management:•Expertise in managing servers, ensuring their optimal performance, security, and reliability.•Implementing server updates, patches, and maintaining server infrastructure for efficient operations.Incident Resolution:•Demonstrated ability to effectively manage and resolve incidents, minimizing downtime and ensuring a smooth IT operation.•Collaborating with cross-functional teams to address and resolve complex technical issues.Documentation and Reporting:•Meticulous in maintaining accurate documentation of system configurations, changes, and incident resolutions.•Generating regular reports to provide insights into system performance and incident trends.Continuous Improvement:•Actively involved in identifying areas for improvement in system support processes, implementing enhancements to optimize overall efficiency.•Staying updated on emerging technologies and industry best practices to contribute to the evolution of the IT support function.

Aspire2 International

Degree