Fathimath Rehena M R
Windows System Administrator
Dubai
Summary
Experienced IT professional specializing in Windows systems administration. Offers expertise in system maintenance and security enhancement. Recognized for dedication to team collaboration and achieving tangible results. Adaptable to evolving technical requirements with proficiency in system troubleshooting, configuration, and user support. Known for a reliable and flexible approach to problem-solving.
Overview
4
4
years of professional experience
5
5
Certifications
4
4
Languages
Work History
Windows Systems Administrator
Intertec Systems LLC
04.2024 - Current
- Streamlined software deployment processes to ensure timely delivery and installation across the organization.
- Assisted in the integration of third-party tools with SCCM, providing additional functionality and improved user experience.
- Assisted in migration projects, successfully transitioning systems from older platforms to newer technologies without disruption to business operations.
- Maintained accurate asset records by regularly reviewing device collection memberships within SCCM console.
- Developed custom SCCM reports, providing valuable insights into system performance and user activity trends.
- Achieved reduced downtime for critical systems through proactive monitoring and timely updates of software patches.
- Collaborated with cross-functional teams to establish IT infrastructure standards and improve overall network reliability.
- Planned and implemented upgrades to system hardware and software.
- Researched and recommended new technologies and strategies for improving system performance.
IT Service Desk – Team Lead
Intertec Systems LLC
04.2023 - 04.2024
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.
- Devised and implemented processes and procedures to streamline operations.
- Wrote, reviewed and edited technical document in accordance with template requirements.
- Supported junior engineers through mentorship, offering guidance on complex problem-solving and technical skills development.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Helped meet changing demands by recommending improvements to business systems or procedures.
IT Service Desk Engineer
Intertec Systems LLC
04.2022 - 04.2023
- Responded to service requests via phone, email, tickets and in-person, ensuring prompt resolution and excellent customer satisfaction.
- Provided end-user support for a wide range of IT related problems/concerns.
- Collaborated with cross-functional teams to resolve complex technical issues and escalate problems as necessary.
- Configured file shares and printer access for users across the network.
- Creating, modifying, and disabling user accounts in Active Directory and other systems like Oracle ERP.
- Proficiency in Azure Active directory and Intune company portal.
- Configure and support Office 365 enterprise applications.
- Developed detailed documentation for IT service desk procedures, enabling faster onboarding of new team members.
- Developed training materials to educate users on proper use of technology resources, reducing unnecessary helpdesk requests significantly.
Sr Service Desk Technician
IQVIA RDS Private Ltd.
10.2021 - 03.2022
- Supported a large user base in a fast-paced environment, delivering high-quality technical assistance.
- Provided first-line support to company employees to resolve computer software, hardware and networking problems.
- Prioritized and managed multiple incoming service requests, adhering to SLAs and meeting deadlines.
- Install, configure, troubleshoot, upgrade, integrate and maintain software workstations, applications, printers, wireless devices and firewalls for end-users.
- Conducted user training sessions to enhance self-service capabilities and reduce ticket volume.
- Participated in the development and improvement of service desk procedures and policies.
- Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
- Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
L1 Support Service Desk Engineer
HCL Technologies Ltd.
11.2020 - 09.2021
- Managed user accounts, permissions, and access controls, safeguarding company data while maintaining efficiency in daily operations.
- Collaborated with the infrastructure team to ensure network connectivity and system availability
- Monitored and maintained the service desk ticketing system, ensuring accurate documentation and timely updates.
- Provided initial first contact resolution phone support.
- Contributed to the creation and implementation of service desk metrics and performance indicators.
- Documented resolutions to common problems, streamlining future troubleshooting efforts for both colleagues and end users.
Education
Bachelor in Engineering - Electronics And Communications Engineering
P A College of Engineering
India 04.2001 -
PUC -
St. Michael’s Composite Pre-University
India 04.2001 -
Skills
- IT System Support Specialist
- Systematic Problem Solving
- Incident management
- Incident Resolution Expertise
- Skilled in Task Prioritization
- Adaptability and flexibility
- Support request management
- Effective Multitasking
- Detail-Oriented Approach
- SOP Documentation Expertise
Certification
Microsoft Azure Fundamentals
Timeline
Microsoft Azure Fundamentals
02-2025
Windows Server deployment, configuration, and administration
12-2024
Microsoft Endpoint Configuration Manager
05-2024
Windows Systems Administrator
Intertec Systems LLC
04.2024 - Current
ITIL Certification, LinkedIn Learning
06-2023
IT Service Desk – Team Lead
Intertec Systems LLC
04.2023 - 04.2024
Microsoft 365 for IT Professionals, LinkedIn Learning
12-2022
IT Service Desk Engineer
Intertec Systems LLC
04.2022 - 04.2023
Sr Service Desk Technician
IQVIA RDS Private Ltd.
10.2021 - 03.2022
L1 Support Service Desk Engineer
HCL Technologies Ltd.
11.2020 - 09.2021
Bachelor in Engineering - Electronics And Communications Engineering
P A College of Engineering
04.2001 -
PUC -
St. Michael’s Composite Pre-University
04.2001 -
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