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SHAHEEN BANU N
“IT Support Engineer | CCNA Trained | Aspiring Network Engineer”
Bengaluru
Summary
IT Support Engineer with 2 years of experience in IT support, specializing in incident analysis, ticket triaging, and issue resolution coordination. Experienced in identifying and categorizing network-related issues including LAN/WAN, DNS, DHCP, and VPN, and escalating them with detailed diagnostics. Completed CCNA training with hands-on practice in routing, switching, and network fundamentals using lab simulations. Seeking to transition into a Network Support or NOC Engineer role.
Overview
2
2
years of professional experience
2
2
Certifications
5
5
Languages
Work History
IT Support Engineer
Microland
06.2024 - Current
- Performed initial analysis, troubleshooting, and triaging of IT incidents to ensure accurate categorization and prioritization.
- Monitored ticket queues and maintained incident workflows using ticketing systems.
- Ensured timely escalation of unresolved issues to L2/L3 support teams, with detailed technical findings.
- Tracked incident resolution progress and followed up to ensure compliance with SLA timelines, enhancing accountability.
- Coordinated with cross-functional teams to minimize downtime and improve incident response efficiency.
- Created and updated SOPs (Standard Operating Procedures) to reflect evolving operational processes, ensuring consistent adherence.
- Documented recurring incidents and resolutions to improve knowledge sharing and troubleshooting efficiency.
- Identified workflow gaps and recommended operational enhancements, driving continuous process improvements.
- Trained and mentored 3–5 new interns on ticketing systems, escalation procedures, and ITIL-based processes.
- Assisted new team members in understanding incident lifecycle management and documentation standards.
Education
Bachelor of Science (B.Sc.) -
Kristu Jayanti College (Autonomous)
Bengaluru05-2024
Senior Secondary (XII) -
Indian Academy PU College
India05-2020
Secondary (X) -
ST. Pauls High School
Bengaluru, India05-2018
Skills
Systems & Support: Incident Management, Ticketing Tools (SNOW), Remote Troubleshooting
Soft Skills: Analytical Thinking, Problem-solving, Communication Skills, Time Management, Team Collaboration
Accomplishments
Knowledge Transfer / Mentoring:
Delivered Knowledge Transfer (KT) sessions to 3-5 new joiners, enabling faster onboarding and improving their understanding of incident handling processes Created and shared process documentation and troubleshooting guidelines for common issues
Ticket Analysis & Process Improvement:
Analyzed and scrubbed a high volume of incident tickets to improve categorization accuracy and routing efficiency Identified patterns in recurring issues and contributed to better ticket classification and faster resolution workflows Reduced misrouted tickets by improving initial diagnosis and categorization quality
Certification
CCNA 200-301
Interests
Timeline
IT Support Engineer
Microland
06.2024 - Current
Bachelor of Science (B.Sc.) -
Kristu Jayanti College (Autonomous)
Senior Secondary (XII) -
Indian Academy PU College
Secondary (X) -
ST. Pauls High School
KEY ACHIEVEMENTS
- Knowledge Transfer / Mentoring
- Delivered Knowledge Transfer (KT) sessions to 3-5 new joiners, enabling faster onboarding and improving their understanding of incident handling processes.
- Created and shared process documentation and troubleshooting guidelines for common issues.
- Ticket Analysis & Process Improvement
- Analyzed and scrubbed a high volume of incident tickets to improve categorization accuracy and routing efficiency.
- Identified patterns in recurring issues and contributed to better ticket classification and faster resolution workflows.
- Reduced misrouted tickets by improving initial diagnosis and categorization quality.