Open to opportunities

Nyasha Mahara

@nyashamahara

Message

IT Support Engineer transitioning to cloud-focused roles with strong Azure and Microsoft 365 expertise.

United Kingdom

Message

What I'm looking for

I am seeking a cloud-focused role (Azure/Cloud Engineer or Azure Administrator) within a collaborative team that values upskilling, hands-on projects, and clear career progression.

I am a technically adept IT Support Engineer with 5+ years delivering 1st and 2nd line support across enterprise environments, specialising in Microsoft technologies including Windows OS, Active Directory, and Microsoft 365. I hold the AZ-900 certification, am studying AZ-104, and consistently apply ITIL practices to resolve incidents, reduce downtime, and improve service delivery.

I have implemented RBAC, onboarded/offboarded users, managed network shared drives, and handled over 350 support tickets monthly while maintaining SLA targets. I build cloud skills through hands-on Azure labs and real-world deployments, and I am focused on transitioning into cloud and Azure administration roles where I can apply both support experience and growing cloud expertise.

Experience

Work history, roles, and key accomplishments

Current

IT Service Desk Analyst

Current

Royal Devon NHS Foundation Trust

Jan 2024 - Present (1 year 9 months)

Provide second-line support, resolving escalated incidents and managing IAM tasks in Active Directory while handling 350+ tickets monthly and maintaining average handling time of 5 minutes to meet SLAs.

Active Directory ServiceNow Incident Management RBAC Remote Support ITIL

2nd Line IT Support Engineer

Malonic Aluminium & Glass

Jan 2019 - Nov 2023 (4 years 10 months)

Delivered 2nd line support for hardware, Windows OS and network issues, developed SOPs and training that improved system reliability and contributed to a 40% increase in sales productivity.