Shruthi B Sunil
IT Support Engineer (Trainee) @Fortray Global Service Limited
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WORK HISTORY
IT Support Engineer (Trainee) @Fortray Global Service Limited
London, GB
Delivered 1st and 2nd line technical support across Windows 10, Windows Server, Active Directory, Office 365, Microsoft Teams, SharePoint, and OneDrive environments, resolving 95% of issues on first contact.• Managed ITSM ticket queues, resolved 150+ incidents monthly within SLA, and escalated complex issues to senior engineers to maintain 99% uptime.• Handled installation, configuration, and troubleshooting of Windows, software, printers, and mobile devices both onsite and remotely, reducing downtime by 20%.• Performed system administration tasks including Active Directory, DNS, DHCP, GPO management, and new user setups, supporting over 500 users efficiently.• Planned and executed IT change requests, maintaining antivirus protection with McAfee, Sophos, and Windows Defender, decreasing security incidents by 30%.• Supported SharePoint content management and O365 user permissions, ensuring secure and efficient collaboration for 200+ users.
EDUCATION
Kerala University, Kerala, India
Bachelor of Engineering - BE, Computer Science Engineering
Northumbria University, London
Master of Science - MS, Cyber Security with Advance Practice
ABOUT SHRUTHI B SUNIL
I am an IT Support Engineer with a Master’s in Cyber Security from Northumbria University and hands-on experience delivering 1st and 2nd line technical support in Windows Server, Active Directory, and Office 365 environments. Skilled in incident management, troubleshooting, and ITSM tools such as ServiceNow, Jira, and Remedy, I have successfully resolved over 150+ monthly incidents within SLA and maintained 99% uptime for business-critical systems. My expertise spans Windows and Linux administration, Azure Active Directory, VPNs, DNS/DHCP, and collaboration tools like Teams and SharePoint. With certifications in MD-102 Endpoint Administrator and training in Azure Fundamentals and Microsoft 365, I bring strong technical and problem-solving skills to IT operations. I am open to opportunities in IT Support, System Administration, and Infrastructure roles where I can contribute to secure, reliable, and scalable IT services.
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