KHURRAM SHAHZAD
IT Technical Support Engineer L2
Shannon
Summary
IT Support Engineer with over 5 years of experience in Tier 1 and Tier 2 technical support, complemented by a Master's degree in Cybersecurity. Demonstrated expertise Microsoft 365, Azure, Active Directory, and Windows Server, SQL, Web Development within enterprise environments. I am highly skilled in network troubleshooting, firewall and VPN configuration, switch management, and remote server access. Proven track record in cybersecurity incident response, implementing threat protection policies, Proficient in website testing, DNS/domain management, application Integration, and CMS platforms, with a consistent record of resolving complex issues within SLA targets through a proactive, customer-focused approach.
Overview
7
7
years of professional experience
5
5
Certifications
Work History
LEVEL 1 TECHNICAL SUPPORT ENGINEER
Tierney's IT Automation
10.2024 - Current
- Prioritize, manage, and resolve support tickets within defined Service Level Agreements (SLAs).
- Handle and resolve escalated technical issues from Quick Support related to Microsoft 365, Azure services, Active Directory, and hardware or software.
- VMware for virtual machine deployment, management, and troubleshooting.
- Configure and support Microsoft Intune device management.
- Apply and maintain threat protection policies across user accounts and systems using Microsoft Defender, Azure Security Centre, and related tools.
- Documenting and tracking IT Key Performance Indicators (KPIs).
- Troubleshoot firewall rules and VPN tunnels to ensure secure and uninterrupted access to internal and external systems.
- Worked with IT Projects team to verify IT security requirements for incoming systems or IT services.
- Performed regular maintenance and support during out-of-hours to maintain service continuity.
- Reviewed and updated disaster recovery plans to ensure business continuity in the event of cyber incidents.
CUSTOMER SERVICE SUPERVISOR (PART TIME)
McDonald's Shannon
12.2023 - 09.2024
TECHNICAL SUPPORT ENGINEER
Al Darwish Engineering
02.2022 - 09.2023
- Provide first-line support for technical issues related to Windows OS, Microsoft 365, Azure AD, networking, and endpoint security tools.
- Manage user accounts, group policies, permissions, and access controls within Azure AD and Active Directory environments.
- Used Splunk to connect events and logs for improved security data analysis.
- Assist with security incident investigations, including phishing attempts, malware infections, and unauthorized access.
- Develop and update technical documentation, knowledge base articles, and standard operating procedures (SOPs).
- Collaborated cross-functionally with network, cloud, and cybersecurity teams to enhance system reliability and security posture.
- Assist in the deployment and maintenance of endpoint security solutions, firewalls, and VPN technologies.
- Contribute to disaster recovery planning and fault isolation to ensure business continuity.
- Troubleshot and resolved issues with peripheral devices such as printers and copiers for end users.
- Carried out regular performance checks and audits, ensuring storage and archiving procedures were functioning correctly.
IT SYSTEM ADMINISTRATOR
Supplement House
02.2019 - 01.2022
- Computer hardware and server troubleshooting, diagnosing, and fault-finding for laptops and desktops.
- Maintained network security for optimal data protection.
- Reporting faults and maintaining logs on servers, desktops, and laptops.
- Set up workstations with computers and necessary peripheral devices (routers, printers, etc.).
- Administered and maintained company's IT infrastructure to support seamless business operations.
- Conducted regular system backups, ensuring data integrity and availability in case of disaster.
- Configured and administered network services such as DNS, DHCP, and email protocols for seamless connectivity.
Education
Master of Science - Master of Engineering in Cyber Security
University of Limerick
Limerick, Ireland 04.2001 -
Bachelor of Science - Software Engineering
Comsats University Islamabad
Islamabad Pakistan01.2019
Skills
Ticketing systems and SLA handling
undefinedCertification
CCNA Network Security
Publications
- K. Shahzad, M. R. Raza and A. Varol, "Security Threats Mitigation for Internet of Vehicles Using Cryptographic Protocols," 2025 13th International Symposium on Digital Forensics and Security (ISDFS), Boston, MA, USA, 2025, pp. (IEEE Publication)
- Ahmed, S., Raza, R., K. Shahzad, K., Nazir, A. (2017) “The World of Mobile Cloud Computing: A Survey of the Concept, Challenges, and Solutions” First International Conference on Industrial Engineering and Management Applications (IEMA-2017) ISBN# 978-969-7710-01-0.
Timeline
LEVEL 1 TECHNICAL SUPPORT ENGINEER
Tierney's IT Automation
10.2024 - Current
CUSTOMER SERVICE SUPERVISOR (PART TIME)
McDonald's Shannon
12.2023 - 09.2024
TECHNICAL SUPPORT ENGINEER
Al Darwish Engineering
02.2022 - 09.2023
IT SYSTEM ADMINISTRATOR
Supplement House
02.2019 - 01.2022
Master of Science - Master of Engineering in Cyber Security
University of Limerick
04.2001 -
Bachelor of Science - Software Engineering
Comsats University Islamabad
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