System Administrator / IT Security Specialist

Fraser Valley India · University of the Fraser Valley

• Administered Windows Server 2016/2019/2022 — Active Directory, Group Policy, DNS, DHCP, and file/print services for 200+ users across multiple departments
• Managed Microsoft 365 tenant — Exchange Online, Teams, SharePoint, OneDrive — user provisioning, licence management, and application administration
• Administered Azure AD/Entra ID with Conditional Access, MFA, SSO, and hybrid identity management
• Deployed and managed Microsoft Intune MDM — device enrolment, compliance policies, application deployment, security baselines, and Autopilot provisioning
• Managed Veeam Backup — monitoring jobs and testing restoration to ensure business continuity
• Administered VMware virtualisation — VM provisioning, maintenance, and performance monitoring
• Configured and maintained network infrastructure: routers, switches, Wi-Fi, VPN, and firewall

• Deployed and configured Wazuh SIEM across 50+ endpoints — achieved 71% reduction in false positives through custom correlation rule development
• Analysed and triaged SIEM alerts — identifying risks, investigating incidents, escalating where necessary
• Conducted vulnerability research across network infrastructure and endpoint devices
• Consolidated security reports from firewalls, endpoint protection, M365 security, and vulnerability tools
• Developed security procedural documents and scheduled regular compliance reviews

• Provided Level 2 deskside and remote support — key escalation point for complex hardware, software, and network incidents
• Managed full IT onboarding and offboarding — equipment provisioning, access configuration, and account deactivation
• Used PowerShell for diagnostic and task automation — reducing resolution times
• Created and maintained SOPs, user guides, and knowledge base articles

IT Support Engineer

Fraser Valley India · University of the Fraser Valley

• Delivered Level 1 & Level 2 IT support for 200+ users — 98% customer satisfaction and 95% first-call resolution consistently
• Managed 100+ support tickets monthly via ServiceNow, Jira, and Freshservice — SLA adherence and accurate documentation
• Provided phone, email, and in-person support — clear explanation of technical issues to non-technical users
• Determined escalation paths for complex incidents — coordinating with senior engineers and vendors

• Troubleshot Windows 10/11 — OS configuration, drivers, application errors, profile issues, and performance diagnostics
• Diagnosed and repaired hardware across desktops, laptops, printers, and peripherals
• Performed system imaging, Gold image deployment, and software rollouts for new equipment provisioning
• Supported iOS and Android MDM enrolment, configuration, and enterprise applications
• Zero data loss across all device migrations and service incidents

• Administered Active Directory — user accounts, password resets, security groups, OU admin, and permissions
• Managed Microsoft 365 — Exchange Online, Teams, SharePoint — provisioning, troubleshooting, licence management
• Troubleshot network connectivity — DNS, DHCP, VPN, Wi-Fi, and remote access issues
• Created comprehensive documentation — SOPs, guides, knowledge base — reducing repeat tickets by 30%

Retail Assistant (Hospital Shop)

The Coombe Women & Infants University Hospital · Dublin, Ireland

• Deliver excellent customer service in a busy clinical environment — strong interpersonal skills directly applicable to IT support roles
• Work cooperatively within a team, demonstrating flexibility and reliability under pressure
• Gained firsthand understanding of healthcare operations and why IT reliability is critical in clinical settings