Srividya Emmaneni
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 and 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
University of East London
Master of Science - MS, International Business Management
Hyderabad Alumni Association of JNTU College of Engineering, Kakinada
Bachelor of Technology, Electronics & Communication Engineering
ABOUT SRIVIDYA EMMANENI
IT Support Engineer with hands‑on experience delivering 1st and 2nd line support across Windows, Microsoft 365, Azure AD, Intune, and enterprise IT environments. Skilled in troubleshooting, user administration, endpoint management, GPO, DNS, DHCP, VPN, and system security, with additional exposure to API integrations and automation. Proven ability in resolving incidents within SLA, managing ITSM ticket queues, and supporting large‑scale user environments with reliability and professionalism. Currently expanding expertise in cloud technologies and endpoint administration, and seeking IT Support or Service Desk roles where I can apply my technical skills, problem‑solving capability, and customer‑focused approach.
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