Overview
6
6
years of professional experience
Work history
IT Support Engineer
Sharif Technologies Inc
Newark, Delaware
2023.09 - Current
- Acted as 2nd line escalation point, resolving complex M365, network, and endpoint issues, reducing escalations to 3rd line by 30%
- Managed and configured Active Directory, Entra ID, Intune, and device policies, improving onboarding efficiency and reducing access-related incidents by 25%
- Identified recurring technical issues and implemented permanent fixes, decreasing overall ticket volume by 20% and improving system reliability
- Led improvement initiatives by automating repetitive support tasks and optimising system processes, increasing team efficiency by 30% and reducing manual workload across the service desk
IT Helpdesk / Service Desk Analyst
Sharif Technologies Inc
Newark, Delaware
2020.09 - 2023.10
- Resolved 40–60+ IT support tickets weekly, achieving 95%+ SLA compliance and maintaining fast response times across hardware, software, and network issues
- Provided 1st and 2nd line support for 250+ users, reducing average resolution time by 20% through efficient troubleshooting and escalation handling
- Managed user accounts and system access (Active Directory, M365, Salesforce), contributing to 90%+ first-contact resolution rate and improved end-user satisfaction
Adminstrator
NatWest
London
2019.11 - 2020.06
- Resolved 30–50+ internal tickets weekly, maintaining 95%+ SLA compliance and improving response times.
- Managed and updated 200+ user records/systems weekly, ensuring 100% data accuracy and regulatory compliance.
- Collaborated with IT and operations to reduce recurring issues, contributing to a 15–20% improvement in process efficiency.
Skills
- Identity Access Management
- Microsoft Intune Management
- Microsoft 365 Administration
- Salesforce System Administration
- PowerShell Automation
- Hybrid Infrastructure Support
- API Integration Basics
- Data Analysis Reporting
- SQL Querying
Languages
English
Proficient
C2
Norwegian
Advanced
C1
Swedish
Upper intermediate
B2