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Aleena Thomas

@aleenathomas

IT Support Engineer specializing in Microsoft 365 and D365 F&O, delivering reliable L1/L2 support and automation-driven service improvements.

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What I'm looking for

I’m looking for a Microsoft-focused IT support role in Qatar where I can handle L1/L2 incidents, manage Microsoft 365 and D365 F&O, and drive automation with Power Platform for faster, SLA-driven service improvement.

I’m an IT Support Engineer with 3+ years delivering L1/L2 technical support across Microsoft Dynamics 365 Finance & Operations (D365 F&O), Microsoft 365, and Azure environments. I focus on incident management, Active Directory administration, ServiceNow ticket lifecycle support, and end-user troubleshooting that keeps services dependable for global teams.

In my roles at Infosys Limited, I supported 300+ users, maintained 95%+ CSAT scores, and improved operational outcomes like a 30% reduction in service request backlog through workflow automation. I managed end-to-end ServiceNow ticket lifecycles, ensured SLA compliance, and resolved 100+ weekly incidents with structured triage workflows.

I bring a strong Microsoft ecosystem mindset—administering Exchange Online, SharePoint Online, Teams, and secure user access, plus hands-on support for Entra ID/Active Directory provisioning, policies, and access reviews. I’m currently upskilling in Microsoft 365 endpoint administration (MD-102) and building with Power Automate/Power Apps and .NET Core, with a goal of delivering automation-first, cloud-ready support.

Experience

Work history, roles, and key accomplishments

Senior System Engineer

Infosys Limited

Oct 2022 - Oct 2023 (1 year)

Delivered L1/L2 support for Microsoft Dynamics 365 Finance & Operations (D365 F&O), supporting 300+ global users with 95%+ CSAT. Managed ServiceNow ITSM ticket lifecycle and administered Microsoft 365 and Active Directory/Azure AD access to maintain SLA compliance and reduce backlog by 30%.

Microsoft Dynamics 365 F&O L1 L2 L3 Technical Support ServiceNow ITSM Microsoft 365 Administration Exchange Online SharePoint Online Microsoft Teams Active Directory Incident Management Problem Management SLA CSAT Power Automate TCP IP DNS DHCP Windows Server Administration

System Engineer

Infosys Limited

Jan 2021 - Oct 2022 (1 year 9 months)

Provided L1/L2 infrastructure support for enterprise web applications via remote/email/phone, including user account and Microsoft 365 administration. Supported ASP.NET Core and SQL Server modules, managed ticket queues in Azure DevOps/Dynamics CRM, and reduced repetitive tickets by 15% through L2 investigations and knowledge base documentation.