Work Preference
Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Open To Work

SWEETY VINCENT

Peterborough,PTE

Work Preference

Job Search Status

Open to work

Desired Job Title

Office 365 AdministratorCybersecurity InternIT Service Desk Analyst

Work Type

Full Time

Location Preference

RemoteOn-SiteHybrid
Location: Peterborough, PTE, United KingdomThrissur, KL
Open to relocation: Yes

Important To Me

Career advancementCompany CultureWork from home optionFlexible work hours

Summary

IT Support professional with 7 years of experience in delivering technical support within Windows environments and managing IT infrastructure. Expertise in diagnosing hardware and operating system issues, deploying user devices, and resolving incidents through ticketing systems. Strong knowledge of TCP/IP, DNS, DHCP, Windows Server technologies, and macOS, ensuring efficient troubleshooting and documentation for timely issue resolution.

Overview

11
11
years of professional experience
2
2
Languages

Work History

IT Support Assistant

Genesis Technology Services
05.2025 - Current
  • Prepare and build Laptops & Desktops /Asset tagging of phones
  • Managed mailbox and Incident & Request Queue.
  • Microsoft 365 admin , manages Active Directory , Entra ID , Intune , Seucrity portals .
  • onboarding employees , allocating asset , installing softwares , providing specific access and providing IT Induction to employees.
  • Responsible for maintaing the company WIFI , Routers , TV and conference room setup's.
  • Experince in SAGE and WAP administration .
  • Experince in Implementing security policies and prepare the company for ISO 27001 Audit ready .

IT Support Analyst Intern

Virtuoso - UK
06.2023 - 01.2024
  • Act as a single point for all incoming communications, including phone calls, chat, service portals, alerts, and e-mails.
  • Administered and maintained Microsoft 365, including user account management, license allocation, and Conditional Access policies.
  • Strong knowledge of managing mobile phones and laptops using intune, including the configuration, and wiping of iPhones , Android , Windows and MAC devices.
  • Managed SharePoint Online, including site creation, permissions management, and application integration.
  • Configured and managed Exchange Online, ensuring email security and compliance, and provided advanced troubleshooting for Outlook, MS Teams, and OneDrive.
  • Implemented and managed Multi-Factor Authentication (MFA) and data compliance policies like DLP and eDiscovery.
  • Managed basic user requests such as password resets for NHS electronic healthcare record systems like EMIS Web.
  • Assisted in the rollout of MaaS360 and Sophos MDM, securing mobile endpoints across the organization and reducing policy violations by 25%.
  • Enhanced end-user adoption of Microsoft 365 tools through structured training sessions, reducing support tickets by 20%.

Senior Engineer

Servion Global Solutions - India
10.2020 - 08.2022
  • Global support (24/7) for CISCO, AVAYA and Siemens platform.
  • Setting up IVR systems and queueing functions.
  • Responsible to co-ordinate with CISCO TAC for any ongoing issues in CISCO.
  • Attended CAB meetings for change management calls.
  • Bulk Administration (BAT) of IP Phones and IP Communicator.
  • Reduced voice service outages by 30% through proactive system monitoring and issue resolution.

Voice Engineer

Wipro Limited - India
07.2018 - 09.2020
  • Configure, and support UC environment including IP Telephony, Video conferencing.
  • Experience with Cisco Unified Communications Manager (Version 12.0.1): MACD operations, dial plan configuration, call routing, troubleshooting, and upgrades.
  • Administered Avaya communication systems, including CM, AES, SM, and SMGR, managing gateways and IP phone deployments.
  • Hands-on experience with modern UC platforms (e.g., Microsoft Teams, Cisco Webex).
  • Knowledge of VoIP protocols (SIP, RTP, H.323, MGCP) and telephony systems.
  • Monitoring RTMT for disk utilization, memory & CPU utilization and collecting logs for troubleshooting.
  • Experience with call recording solutions like NICE.
  • Successfully migrated 200+ IP phones across multiple sites with zero downtime.

Technical Service Desk Engineer

Wipro Limited - India
01.2016 - 06.2018
  • Provided support on a 24x7x365 rotational shift working basis including nights and weekends.
  • First point of contact for standard desktop application and network issues, ensuring incidents were resolved within SLA timelines.
  • Providing remote support (TeamViewer, ConnectWise) for standard desktop/laptop software network issues with mobile devices.
  • Worked on ITSM tools like ServiceNow, escalating complex problems to higher-level teams and maintaining thorough documentation.
  • Constantly monitor IT infrastructure, networks, servers, applications, and services using monitoring tools and asses the alerts generated.
  • understanding of LAN/WAN/vLAN and Wi-Fi technologies .
  • Troubleshoot incidents, either resolving them directly or escalating to the appropriate teams ensuring that the appropriate support teams are engaged quickly.
  • Create technical documents and knowledge base articles (KA) for recurring / known issues .
  • Work with teams to analyze incidents and determine the root cause (RCA).
  • Maintaining detailed logs for incidents and perform regular system health checks.
  • Achieved a 90% SLA compliance rate through efficient prioritization and resolution of tickets.
  • Applied ITIL best practices to manage Incidents and Service Requests, achieving a 20% increase in first-call resolution.

Education

MSc - Cybersecurity

Hertfordshire University
Hertfordshire, UK
01-2024

Bachelor of Computer Application -

St. Mary's College
India
01-2015

Skills

  • ITSM tools
  • SLA compliance
  • Knowledge Base Documentation
  • Microsoft 365 Administration
  • Active Directory
  • Windows & Linux / MAC OS
  • End-User Support
  • Remote & On-Site Technical Support
  • New Hire IT Onboarding
  • Incident & Ticket Management
  • ISO 27001 auditing
  • Cyber Essential Plus preparations

Languages

English
Advanced (C1)
Malayalam
Bilingual or Proficient (C2)

Timeline

IT Support Assistant

Genesis Technology Services
05.2025 - Current

IT Support Analyst Intern

Virtuoso - UK
06.2023 - 01.2024

Senior Engineer

Servion Global Solutions - India
10.2020 - 08.2022

Voice Engineer

Wipro Limited - India
07.2018 - 09.2020

Technical Service Desk Engineer

Wipro Limited - India
01.2016 - 06.2018

MSc - Cybersecurity

Hertfordshire University

Bachelor of Computer Application -

St. Mary's College

Similar Profiles

CREATE PROFILE
SWEETY VINCENT