Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Shamnas Babu K

Hull,KHL

Summary

Results-driven 2nd Line IT Engineer with 10+ years’ experience resolving complex technical escalations across hybrid infrastructures. Proven expertise in Windows/macOS support, Microsoft 365, Azure/Entra ID, and networking. Skilled in mentoring junior teams, optimizing service desk workflows, and driving continuous improvement through documentation and root cause analysis. Certified in MCSE/MCSA with a strong track record in SLA compliance, incident ownership, and enhancing user experience in fast-paced enterprises.

Overview

12
12
years of professional experience
1
1
Certification

Work History

2nd Line IT Engineer

Markerstudy Group
01.2022 - Current
  • Resolved escalated incidents from 1st line for 4,000+ users, achieving 95% SLA compliance through advanced troubleshooting of Microsoft 365, Entra ID, and VMware Horizon.
  • Mentored junior analysts in incident diagnosis, documentation standards, and ITSM protocols, improving team resolution efficiency by 25%.
  • Led Windows 11 deployments via Autopilot/MDT, reducing onboarding time by 40% and errors by 60%.
  • Developed 15+ SOPs/knowledge base articles for ServiceNow, enabling self-service and reducing recurring tickets.
  • Proactively resolved network issues (Cisco VPN, ForcePoint) using RDP/TeamViewer, minimising escalations to the3rd line by 30%.

IT Maintenance Professional

Alstom (Riyadh Metro)
12.2019 - 09.2021
  • Delivered IT support for depot and station staff, resolving device, access, and connectivity issues.
  • Executed root cause analysis for critical incidents, creating/testing Disaster Recovery Plans (DRPs) to ensure 99.9% infrastructure uptime.
  • Monitored network performance via NMS/DCS tools, configuring Cisco/HP switches to prevent outages.
  • Automated SQL Server backups and vulnerability patching (GFI LanGuard), supporting audit readiness.
  • Supported industrial switch configuration and monitored network performance.

IT Engineer

ABANA Enterprises Group Co.
07.2013 - 12.2019
  • Provided remote and in-person support to 3,000+ users across multiple branches.
  • Trained staff’s on IT onboarding, VPN access, and security protocols, enhancing user proficiency.
  • Collaborated with infrastructure teams on Hyper-V/Exchange deployments, ensuring seamless service rollouts.
  • Documented security practices for ISO compliance, reducing policy violations by 40%.
  • Maintained Hyper-V VMs, AD, Exchange, SQL, and backup systems.

Education

Bachelor of Arts -

Calicut University
Kerala, India
01.2012

Skills

  • Incident Ownership
  • Root Cause Analysis
  • SLA Compliance
  • Complex Problem Resolution
  • Windows/macOS Support
  • Microsoft 365 Suite
  • Azure/Entra ID
  • Intune/Autopilot
  • VMware Horizon
  • Cisco VPN/AnyConnect
  • MFA/Zero Trust
  • TCP/IP
  • DNS
  • DHCP
  • FortiGate Firewalls
  • ServiceNow
  • Jira Ticketing
  • Knowledge Base Development
  • Process Optimization
  • ITSM Best Practices
  • Mentorship
  • PowerShell Automation
  • Veritas Backup
  • GFI LanGuard
  • RDP/TeamViewer
  • Hyper-V Virtualization
  • Network administration
  • IT problem management
  • IT infrastructure

Certification

  • Microsoft Certified Solutions Expert (MCSE): Core Infrastructure
  • Microsoft Certified Solutions Associate (MCSA): Windows Server 2016
  • Google IT Support (Coursera)
  • System Administration and IT Infrastructure Services (Coursera)
  • Linux Server Management and Security (Coursera)
  • Cisco Network Protocols and Architecture (Coursera)

Timeline

2nd Line IT Engineer

Markerstudy Group
01.2022 - Current

IT Maintenance Professional

Alstom (Riyadh Metro)
12.2019 - 09.2021

IT Engineer

ABANA Enterprises Group Co.
07.2013 - 12.2019

Bachelor of Arts -

Calicut University

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Shamnas Babu K