Serkan User

Provided first-line IT support to over 1000 users, resolving issues from initial contact to resolution. Managed incident tickets using ServiceNow and contributed to the knowledge database.

Monitored and troubleshooted backup issues across Veeam, Shadow Protect, and NAS devices. Administered changes via Datto and Acronis, ensuring data integrity for over 1000 users.

Resolved 20+ service desk tickets daily, triaging and escalating issues as needed using ServiceNow. Managed user accounts, groups, and printers via Active Directory, Azure Entra ID, and MS Exchange.

Handled client queries and issues via phone and email, escalating to appropriate teams using ServiceNow. Managed user accounts, groups, and printers through Active Directory and Azure AD.

Provided global IT support to over 1000 users, resolving 20-30 tickets daily via ServiceNow. Administered user accounts and access within Azure, Microsoft O365, and managed email through MO365 Admin.

Provided global support to over 1000 users, resolving 30-50 tickets daily using ServiceNow. Managed user accounts and access with Active Directory and MS Exchange, including mailbox restoration.

Provided global and regional support to over 1000 users, resolving 15-30 tickets daily via ServiceNow. Managed user accounts and access using Active Directory and MS Exchange.

Managed user groups within Active Directory, MS Exchange, and SCCM. Installed, troubleshooted hardware and software issues, and configured network connections.

Resolved 30+ tickets daily for over 1000 staff and users, utilizing ServiceNow for query management. Provided support for remote users via LogMeIn, RDP, and Citrix Desktop.

Resolved 30+ tickets daily for over 1000 staff and users, managing queries and resolutions through ServiceNow. Deployed images, managed computers, and programs with SCCM.

Provided support for over 1000 staff and users, resolving 30+ tickets daily via Zoho. Performed remote maintenance and troubleshooting on servers and client desktops using LogMeIn and RDP.

Provided onsite and remote support for over 500 users, managing queries and escalations. Administered user accounts, groups, and printers using Active Directory and MS Exchange.

Provided support for over 1000 staff and clients, handling queries and escalations. Managed onsite/offsite backups with Norton Backup and performed routine server maintenance.

Grade: Planned

Currently preparing for the Microsoft Certified: Azure Administrator Associate (AZ-104) exam, aiming to achieve certification in Q3/Q4 2025. This involves in-depth study of implementing, managing, and monitoring identity, governance, storage, compute, and virtual networks in a cloud environment.

Grade: 2:2

Completed a Bachelor of Science in Computer Science, achieving a 2:2 classification. Gained foundational knowledge in various computer science principles and practices.

Grade: Pass

Successfully completed a comprehensive software development bootcamp focused on web development. Acquired practical skills in front-end and back-end technologies.

Grade: Passed

Achieved the Microsoft Certified: Azure Fundamentals (AZ-900) certification, demonstrating foundational knowledge of cloud services and how those services are provided with Microsoft Azure. This certification validates understanding of core Azure services, workloads, security, privacy, pricing, and support.

Grade: Pass

Obtained the CompTIA A+ certification, validating foundational IT skills across a wide range of hardware and software technologies. This certification demonstrates proficiency in areas such as operating systems, networking, and security.