Sidharth Karolil

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 within SLA.•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, improving device uptime 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 30+ IT change requests monthly, maintaining antivirus protection using McAfee, Sophos, and Windows Defender with zero security breaches.•Supported SharePoint content management and O365 user permissions, enhancing secure collaboration and reducing access issues by 25%.