Rukaiya Suhail
@rukaiyasuhail
IT systems support engineer with 2+ years' experience in network and remote user support.
Sri LankaWhat I'm looking for
I am an IT systems and network support engineer with over two years of hands-on experience delivering L1/L2 support, network troubleshooting, and device administration. I have worked with global service desks, managed Active Directory/Azure AD, used ServiceNow for incident management, and supported Microsoft server technologies and SCCM for deployments and patching.
I have practical experience with networking fundamentals, FTTH installation and testing, and several cloud and automation projects using AWS and Azure. I focus on SLA-driven incident resolution, documentation to reduce escalations, and continual growth in system support and cloud operations.
Experience
Work history, roles, and key accomplishments
Network Support Engineer
Superloop
Jan 2025 - Present (1 year 5 months)
Manage device administration and software/patch deployment with SCCM and maintain Microsoft Server stack (AD, DNS, DHCP) while resolving network issues and supporting ITIL-based ticket workflows in ServiceNow.
Service Desk Analyst
HCL Tech
Jan 2024 - Dec 2024 (11 months)
Provided L1/L2 global service desk support for 100+ countries, administered AD/Azure AD accounts, resolved hardware/software/connectivity issues, and maintained SLA compliance for high-priority incidents.
Network Engineering Intern
Sri Lanka Telecom
Jan 2022 - Jun 2022 (5 months)
Installed and tested FTTH equipment, worked with fiber optic connectors and optical test tools, and troubleshot circuit- and packet-switched network issues to ensure signal quality and connectivity.
Education
Degrees, certifications, and relevant coursework
CINEC Campus
Bachelor of Science in Engineering (Honours), Electronic and Telecommunication Engineering
2019 - 2023
Grade: 3.4/4.0
Completed a B.Sc. Eng. (Hons) in Electronic and Telecommunication Engineering with a CGPA of 3.4 out of 4.
Mr/Arafa Central College
G.C.E. Advanced Level, Secondary Education
2015 - 2017
Grade: 3 C's
Completed secondary education and obtained 3 C's in the G.C.E. Advanced Level examinations.
Availability
Location
Sri LankaAuthorized to work in
Job categories
Skills
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