Shehnaz
London,United Kingdom
Summary
Accomplished IT Support Specialist with extensive expertise in first and second line IT support, Microsoft 365 administration, and Azure fundamentals. Proficient in Exchange Online user management, device management using Apple Business Manager and Meraki MDM, and network security protocols including Meraki and FortiGate firewall support. Demonstrates strong skills in Windows and macOS support, incident troubleshooting, technical documentation, and IT infrastructure development. Holds CompTIA A+ certification and Microsoft Certified: Azure Fundamentals credential. Adept at SQL database management, VPN setup, VoIP administration, and CISCO networking. Committed to enhancing organisational efficiency through innovative IT solutions while pursuing continuous professional growth in network security and infrastructure development.
Skilled IT Technical Support Specialist known for resolving complex technical issues with customer-focused approach. Enhanced system performance and user satisfaction by implementing streamlined troubleshooting processes. Excelled in team collaboration, ensuring smooth IT operations and minimal downtime.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
IT Support Specialist
Exordium Solutions Pvt Ltd
Islamabad
2022.12 - 2025.07
- Provided first- and second-line IT support to more than 100 users in a NOC-supported setting across several departments.
- Managed Microsoft 365, Exchange Online, Azure Cloud, shared drives, and user access.
- Used Cisco Meraki MDM, Apple Business Manager, HP and Apple hardware to manage devices and endpoints.
- Helped with network tasks like Meraki firewalls, VPNs, and basic Linux system tasks.
- Used Autotask and Jira to keep track of incidents, service requests, and tickets.
- Helped with VoIP systems like 3CX and kept system documentation, backups, and security checks up to date.
Software Engineer
Consult First (IM&T)
Islamabad
2022.09 - 2023.03
- Assisted in the development and maintenance of internal business applications.
- Worked with Microsoft Power Platform, including PowerApps and Power BI.
- Supported application testing, troubleshooting, and documentation tasks.
- Collaborated with technical and non-technical team members to meet project requirements.
Education
MSc - Cloud Computing
2024.01 - 2026.04
BSc - Software Engineering
- Gold Medallist
- GPA: 3.52
Skills
- First & Second Line IT Support
- Microsoft 365 Administration (MS-900 level)
- Exchange Online & User Management
- Azure Fundamentals
- Device Management (Apple Business Manager, Meraki MDM)
- Network & Firewall Support (Meraki, FortiGate)
- Windows & macOS Support
- Incident Troubleshooting & Ticket Handling
- Documentation & Asset Management
- Microsoft Visio, Excel, Outlook
- Linux system administration
- Operating systems expertise
- Wi-Fi configuration expertise
- CISCO networking knowledge
- Software installation and upgrade
- VoIP administration
- CompTIA a certification
- SQL database mastery
- VPN setup proficiency
- Microsoft certified: azure fundamentals
- End user support
- Network security protocols
- Firewall administration
- Technical documentation
- IT infrastructure development
Certification
- Microsoft 365 Certified: Fundamentals (MS-900)
- CompTIA A+ (2024)
- Google IT Support Professional Certificate – Coursera
- Microsoft Learn (Completed training paths):
- Microsoft 365 Fundamentals
- Azure Fundamentals
- Identity & Access Management Basics
- Modern PHP Web Development (MySQL, GitHub, Heroku)
- Information Security Workshop – SZABIST
- Leadership & Communication Skills Training
Languages
English – Fluent
Urdu – Native
Academic & Technical Projects
Personality Detection System – Python, React.js, Node.js, MongoDB, Gym Management System (Web Application) – PHP, MySQL, Share a Ride & Tourist Companion (Android Application) – Java, Android Studio
Technical Knowledge
- Cloud & Systems: Microsoft 365, Azure (fundamentals)
- Device Management: Apple Business Manager, Meraki MDM
- Networking: LAN/WAN basics, firewall support
- Tools: PowerApps, Power BI, Microsoft Visio
- Programming: Python, PHP, Java (working knowledge)
- Databases: MySQL, MongoDB
Additional information
- Performance certificates and professional training certificates available on request
- References from previous employers available on request
- Right to work in the United Kingdom
Timeline
University of East London - MSc, Cloud Computing
2024.01 - 2026.04
IT Support Specialist - Exordium Solutions Pvt Ltd
2022.12 - 2025.07
Software Engineer - Consult First (IM&T)
2022.09 - 2023.03
SZABIST - BSc, Software Engineering