Sajith Vijayakumar Shylaja
Yeovil,United Kingdom
Summary
Experienced IT professional with extensive expertise in Microsoft 365, IT Infrastructure and Active Directory Management. Proficient in Cloud Computing & Security. Demonstrated ability to provide exceptional Support in Windows 10 and 11 and also an expert in ServiceNow Ticketing System. Specialist in End user Computing, Application installation & configuration. Knowledge in ITIL principles and also an expert in Mimecast Cloud Security.
Overview
4
4
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work History
Desktop support engineer
UST
Yeovil, Somerset
11.2024 - Current
- Collaborated closely with project teams during system roll-outs for smooth transition.
- Identified and rectified software faults, enhancing system reliability.
- Administered user accounts with Active Directory Management Console, ensuring high levels of security.
- Installed and configured new desktops to meet business requirements.
- Connected to computer of client using remote link to install programmes.
- Installed malware to protect software from virus.
- Installed new software for users and monitored version and patch update requirements.
- Provided expert technical support to users, resolving complex issues swiftly.
- Coordinated with network engineers during infrastructure upgrades for seamless integration.
- Managed stock level of IT equipment effectively to avoid supply shortages.
- Deployed software applications efficiently via Microsoft SCCM, boosting productivity.
- Troubleshot hardware and software issues to resolve bugs.
- Adhered strictly to company's IT policies whilst handling sensitive data, promoting a secure environment.
Lead I - Cloud Infrastructure Services
UST
Trivandrum
01.2021 - 01.2023
- Expert in managing and maintaining Office 365 components including Exchange Online, SharePoint Online, OneDrive for Business, and Azure Active Directory
- Executed software patching and installations to mitigate security risks and safeguard data, maintaining robust security postures
- Managed Active Directory (AD) security groups using PowerShell; added/removed thousands of users and maintained meticulous system documentation
- Generated and shared AD group reports with stakeholders, facilitating transparent and informed decision-making processes
- Configured Single Sign-On (SSO) applications and resolved email delivery issues by performing message trace on Microsoft 365 admin center
- Assisted users in mapping drives through Network Share configurations and performed administrative tasks on Box, including report generation on file modifications
- Addressed Box collaboration and access issues, ensuring smooth user experiences, and transferred data of terminated users to respective managers
- Ensured optimal user satisfaction by following up on resolutions and working on Mimecast, a cloud cybersecurity tool, to whitelist emails, domains, and IPs and release stuck emails, attachments, and URLs
- Configured network printers, scanners, and secure print settings for users and associated AD security groups with Azure Enterprise SSO applications, optimizing organizational IT infrastructure
- Continuously optimized IT support processes and maintained high service standards, contributing to organizational success
- Demonstrated proficiency in user management and migration, ensuring seamless transition and minimal disruption to workflow
- Managed backups and licensing with meticulous attention to detail, safeguarding organizational data and compliance with software agreements
- Leveraged PowerShell scripting to automate and optimize IT processes, enhancing operational efficiency
- Delivered exceptional IT services and support, fostering a robust and reliable IT infrastructure within the organization
- Specialized in deploying and managing Microsoft Office in the cloud, utilizing extensive knowledge of cloud computing, security, compliance, and disaster recovery
- Possess a comprehensive understanding of cloud security, cloud identity, and mobile device management, ensuring a secure and streamlined IT environment
- Expert in IT administration, support, management, and infrastructure, with experience in maintaining both on-premises and cloud IT environments
- Experienced with a range of Microsoft products including Exchange Server, Microsoft Teams, OneNote, Outlook and contributing to versatile and cohesive IT solutions
Systems Engineer
UST
Trivandrum
01.2021 - 01.2023
- Provided efficient Tier 1 IT support, maintaining an Average Handling Time (AHT) of 15 minutes, addressing inquiries and resolving issues promptly
- Managed and resolved up to 40 customer inquiries per day, maintaining high standards of client satisfaction and adhering to client metrics
- Addressed and resolved a broad spectrum of technical issues across diverse systems and applications including JDE, Fox, and Salesforce
- Specialized in the configuration and troubleshooting of Outlook email on various devices, ensuring seamless communication for end-users
- Executed domain-related tasks such as adding computers and resetting passwords, maintaining system integrity and security
- Configured network printers for end-users and resolved hardware issues, ensuring optimal hardware functionality
- Educated and supported users on troubleshooting and problem-solving protocols, enhancing user proficiency and reducing downtime
- Utilized ticketing systems to process support actions and requests efficiently, maintaining organized and transparent operations
- Troubleshoot connectivity issues across various networks including Wi-Fi, VPN, and LAN, maintaining stable and reliable connections
- Maintained detailed documentation of support interactions for future reference and continuous improvement of support services
- Communicated security measures effectively, enhancing user understanding of malware and phishing threats and promoting secure practices
- Collaborated with supervisors and other tiers of support to escalate and resolve customer inquiries swiftly, ensuring customer satisfaction and timely resolution of all issues
Education
Msc - Cyber Security and Human Factors
Bournemouth University
UK 01.2023 - /2025
Masters in Business Administration -
Rajadhani Business School
India 01.2013 - 01.2015
Mechanical Engineering -
P.A.Aziz College of Engineering
01.2006 - 01.2010
12th - CBSE -
St. Thomas Central School
01.2004 - 01.2006
10th- CBSE - undefined
St. Thomas Central School
01.2003 - 01.2004
Skills
- Microsoft 365 Administration
- IT Infrastructure Management
- Active Directory Management
- Cloud Computing & Security
- ServiceNow
- ITIL knowledge
- Windows 10 and 11 support
- Application Installation & Configuration
- Desktop & Laptop Troubleshooting
- End User Computing
- Mimecast Cloud Cybersecurity
- Operating systems expertise
- Remote desktop assistance
- Desktop engineering
- MS Office applications support
Certification
- Microsoft Certified: Azure Fundamentals
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- ITIL V4 Certification in IT Service Management
Timeline
Desktop support engineer
UST
11.2024 - Current
Msc - Cyber Security and Human Factors
Bournemouth University
01.2023 - /2025
Lead I - Cloud Infrastructure Services
UST
01.2021 - 01.2023
Systems Engineer
UST
01.2021 - 01.2023
Masters in Business Administration -
Rajadhani Business School
01.2013 - 01.2015
Mechanical Engineering -
P.A.Aziz College of Engineering
01.2006 - 01.2010
12th - CBSE -
St. Thomas Central School
01.2004 - 01.2006
10th- CBSE - undefined
St. Thomas Central School
01.2003 - 01.2004
- Microsoft Certified: Azure Fundamentals
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- ITIL V4 Certification in IT Service Management
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