SSShweta Shah
@shwetashah
Proactive IT Operations Engineer specializing in end-user support.
QatarWhat I'm looking for
I am an IT Operations Engineer with over 5 years of experience delivering end-user technical support, managing ticketing systems, and supporting remote and on-site IT operations in enterprise environments. I specialize in macOS and Windows support, SaaS identity platforms like Okta and Google Workspace, incident resolution, and documentation aligned with ITIL practices.
I have a track record of resolving 90%+ of incidents on first touch, creating knowledge-base content that reduced repeat tickets, and streamlining onboarding and access workflows to improve turnaround time. I am dedicated to improving IT operations, security, and user experience through empathetic communication, cross-team collaboration, and continuous process improvement.
Experience
Work history, roles, and key accomplishments
IT Technical Support
Advanced Solution for Information System
Oct 2022 - Jun 2025 (2 years 8 months)
Served as first point of contact for IT issues, resolving 90%+ of incidents on first touch and improving onboarding turnaround by 40% through streamlined SaaS access workflows. Authored SOPs and knowledge base content that reduced repeated tickets by 25%.
Event Manager (Part-time)
Asheghar Digimentors
Jun 2022 - Dec 2022 (6 months)
Managed event logistics and equipment coordination and provided backend technical support for web, network, and systems during events to ensure smooth operation.
IT Support Technician
DPSMIS
Sep 2019 - Dec 2021 (2 years 3 months)
Maintained Windows-based classroom infrastructure with 99.9% uptime, reduced recurring classroom tech issues by 35% through root-cause analysis, and managed user accounts via Active Directory. Provided OS and peripheral installation and preventive maintenance.
Education
Degrees, certifications, and relevant coursework
NTNED University of Engineering & Technology
Post Graduate Diploma, Cyber Security
Post Graduate Diploma in Cyber Security completed in July 2025 focusing on cybersecurity principles and practices.
MLMiddlesex University London
Bachelor of Science (Hons), Information Technology
Bachelor of Science (Hons) in Information Technology awarded in July 2022 with coursework in IT systems and applications.
Aptech Computer Education
Advanced Diploma, System Engineering
Advanced Diploma in System Engineering completed in July 2021 covering system administration and technical support topics.
Tech stack
Software and tools used professionally
Availability
Location
QatarAuthorized to work in
Job categories
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