Kinza Sajid

IT Support Engineer with experience at Fortray Global Services, skilled in Windows administration, Office 365, Active Directory, and Azure AD. Resolved over 300 ITSM tickets, improving endpoint security and ensuring SLA compliance. Proficient in troubleshooting, system configuration, and cloud service management.

IT Support Engineer (Intern) at Fortray Global Services Limited (2026-01 – Present)

• Delivered 1st/2nd line support to 200+ users across 8 clients, maintaining 95% first-contact resolution for Windows OS, Office 365, Active Directory, SharePoint, and OneDrive.
• Managed and prioritized 500+ ITSM tickets monthly, achieving 98% SLA compliance and reducing average escalation time by 30%.
• Installed and configured 1,000+ desktops, laptops, printers, and mobile devices remotely and on-site, improving deployment speed by 25%.
• Diagnosed and resolved 90% of software, hardware, and basic network connectivity issues at first touch; escalated complex cases to Level 3 teams.
• Assisted in Windows Server administration, managing 500+ user accounts and administering AD, DNS, DHCP, and Group Policy across 8 domains.
• Monitored and maintained antivirus tools (McAfee, Sophos, Windows Defender), reducing malware incidents by 40% and improving system uptime to 99.5%.

Master's in Computer Science – Mirpur University of Azad Kashmir

Bachelor's in Accounting – University of Azad Jammu and Kashmir