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Amelia Panda
IT Support Technician with 4 years’ experience supporting Microsoft 365, Windows endpoints, Active Directory and business-critical service desk operations. Skilled in resolving incidents within SLA, improving first-time fix rates and documenting repeatable fixes. Known for clear communication, calm troubleshooting and reliable support to non-technical users.
- Resolved an average of 45 incidents and requests weekly, maintaining 96% SLA compliance across Windows, Microsoft 365 and printer issues.
- Administered Active Directory accounts, shared mailboxes and security groups, reducing onboarding completion time from two days to four hours.
- Supported 320 laptops and desktops through Intune, imaging and hardware diagnostics, cutting repeat endpoint faults by 22%.
- Created 18 knowledge base articles for common VPN, Outlook and MFA issues, improving first-contact resolution from 61% to 74%.
- Provided first-line support for 700 retail users, logging, prioritising and resolving incidents through ServiceNow against agreed response targets.
- Troubleshot network connectivity, POS peripherals and remote access issues, reducing escalations to second line by 19% within nine months.
- Built and deployed Windows 10 devices for new starters and store refreshes, completing 120 builds with fewer than 3% rework.
- Liaised with suppliers and internal teams during P1 outages, providing clear updates that helped restore key services within target windows.
CompTIA IT infrastructure and troubleshooting certification.
Microsoft 365 endpoint and cloud productivity administration certification.
Focused on systems administration, networking fundamentals and IT service management practices.
Eligible to work in the United Kingdom without sponsorship.
Available for hybrid working and occasional out-of-hours support rota.
Full UK driving licence for multi-site desktop support visits.
Amelia Panda
IT Support Technician with 4 years’ experience supporting Microsoft 365, Windows endpoints, Active Directory and business-critical service desk operations. Skilled in resolving incidents within SLA, improving first-time fix rates and documenting repeatable fixes. Known for clear communication, calm troubleshooting and reliable support to non-technical users.
- Resolved an average of 45 incidents and requests weekly, maintaining 96% SLA compliance across Windows, Microsoft 365 and printer issues.
- Administered Active Directory accounts, shared mailboxes and security groups, reducing onboarding completion time from two days to four hours.
- Supported 320 laptops and desktops through Intune, imaging and hardware diagnostics, cutting repeat endpoint faults by 22%.
- Created 18 knowledge base articles for common VPN, Outlook and MFA issues, improving first-contact resolution from 61% to 74%.
- Provided first-line support for 700 retail users, logging, prioritising and resolving incidents through ServiceNow against agreed response targets.
- Troubleshot network connectivity, POS peripherals and remote access issues, reducing escalations to second line by 19% within nine months.
- Built and deployed Windows 10 devices for new starters and store refreshes, completing 120 builds with fewer than 3% rework.
- Liaised with suppliers and internal teams during P1 outages, providing clear updates that helped restore key services within target windows.
CompTIA IT infrastructure and troubleshooting certification.
Microsoft 365 endpoint and cloud productivity administration certification.
Focused on systems administration, networking fundamentals and IT service management practices.
Eligible to work in the United Kingdom without sponsorship.
Available for hybrid working and occasional out-of-hours support rota.
Full UK driving licence for multi-site desktop support visits.
