SHEHNAZ ALI
London,Newham
Summary
IT Support Engineer with 2+ years providing 1st and 2nd line support to 500+ users in a 24/7 managed service provider environment. Strong Microsoft 365 administrator across Exchange Online, Teams, SharePoint and OneDrive, with hands-on Active Directory, Entra ID and Windows device support. Works to tight SLAs and explains technical issues clearly to non-technical users. Currently completing an MSc in Cloud Computing at the University of East London. Availability: Available for full-time work in the UK from September 2026. No sponsorship required.
Overview
1
1
Language
1
1
Certification
7
7
years of professional experience
Work History
IT Support Specialist
Exordium Solutions Pvt Ltd (Managed Service Provider)
Islamabad
12.2022 - 07.2025
- Provided 1st and 2nd line support to 500+ users across hardware, software and business applications, handling 40 to 60 tickets per week in Datto Autotask alongside daily inbound calls, at 95% SLA compliance with 70% resolved at first line.
- Troubleshot Windows desktops, laptops, mobile devices and peripherals to the root cause; built, deployed and patched 500+ devices through Datto RMM, Cisco Meraki MDM and Apple Business Manager.
- Managed the Microsoft 365 environment for 500+ mailboxes across multiple client tenants, covering Exchange Online, Teams, SharePoint and OneDrive, user administration, licensing and conditional access.
- Administered Active Directory and Entra ID: user onboarding and offboarding, account creation, security groups, group policy and Entra Connect sync across on-premises and cloud.
- Diagnosed Wi-Fi, VPN, DNS and TCP/IP connectivity faults across multiple client sites, configuring Cisco Meraki access points, FortiGate firewalls and site-to-site VPNs to restore connectivity.
- Escalated complex incidents, collaborating with third-party suppliers to achieve resolution; maintained IT documentation and backup schedules for internal compliance reviews.
- Escalated complex incidents and worked with third-party suppliers to resolution; owned IT documentation and backup schedules used in internal compliance reviews.
- Administered Microsoft Azure (virtual machines, storage and backup, virtual networks, VPN gateway) and Linux servers, ensuring reliable performance and availability.
Software Engineer
Consult First (IM&T)
Islamabad
09.2022 - 03.2023
- Developed internal business applications on Microsoft Power Platform, including Power Apps front ends and Power BI dashboards, facilitating user adoption through rollouts, migrations, and comprehensive technical documentation.
- Coordinated multiple roles, ensuring seamless integration of responsibilities and project objectives.
- Collaborated with cross-functional teams to identify system requirements, improving software functionality and user experience.
- Developed and implemented new software applications, enhancing company productivity and client satisfaction.
- Monitored system performance post-deployment, addressing any issues promptly to maintain high levels of operational efficiency.
Marketing Representative & Receptionist
SM Builders
Islamabad
01.2019 - 01.2022
- Engaged in various client-facing roles, enhancing customer interactions.
- Coordinated front-of-house operations and addressed client enquiries.
- Oversaw daily operations at Sky21, ensuring smooth service delivery.
Education
MSc - Cloud Computing
University of East London
United Kingdom09-2026
BSc - Software Engineering
SZABIST
Islamabad, Pakistan06-2022
Skills
- Microsoft 365 administration
- User administration and licensing
- Identity and access management
- Active directory management
- Device support and deployment
- Networking fundamentals
- IT service management
- Cloud infrastructure expertise
- Scripting proficiency
- Technical documentation proficiency
- Client orientation
- Linux OS
- Relationship-building
- IT risk assessment
- Active Directory administration
- Cloud computing knowledge
CERTIFICATIONS & TRAINING
Languages: English (Fluent), Urdu (Native)
Certification
Microsoft Azure Fundamentals (AZ-900) | Microsoft 365 Fundamentals (MS-900) | CompTIA A+ (2024) | Azure Administrator (AZ-104) in progress, AWS Academy Cloud Foundations | Google IT Support Certificate | Identity & Access Management Basics
Websites, Portfolios, Profiles
linkedin.com/in/shehnaz-ali
Timeline
IT Support Specialist
Exordium Solutions Pvt Ltd (Managed Service Provider)
12.2022 - 07.2025
Software Engineer
Consult First (IM&T)
09.2022 - 03.2023
Marketing Representative & Receptionist
SM Builders
01.2019 - 01.2022
MSc - Cloud Computing
University of East London
BSc - Software Engineering
SZABIST