Shruti Hirani
Papakura
Summary
Professional with strong background in user support and customer service. Demonstrates keen ability to resolve technical issues, communicate effectively, and adapt to evolving requirements. Skilled in troubleshooting, software support, and user training. Recognized for fostering team collaboration and consistently achieving tangible results.
Experienced with troubleshooting and resolving technical issues efficiently. Utilizes effective communication skills to assist users and ensure their satisfaction. Track record of adapting to diverse technical environments and delivering reliable support.
Overview
6
6
years of professional experience
Work History
End User Support Analyst
Turning Point
04.2023 - 12.2024
- Provided technical support for Microsoft 365 applications and user management.
- Administered Active Directory and user access permissions.
- Diagnosed and resolved software, hardware, and network issues.
- Managed IT service tickets via multiple communication channels.
- Conducted on-site support, project implementations, and training.
- Escalated issues internally and with third-party vendors as needed.
- Contributed to problem management and process improvements.
IT Support Analyst
M7 Real Estate Ltd
07.2022 - 02.2023
- Provided support for Microsoft Office 365, SharePoint, MS Teams, and Active Directory.
- Diagnosed and resolved software and hardware issues for end-users.
- Installed, configured, and upgraded IT equipment.
- Maintained IT service records and documentation.
- Assisted in network management and troubleshooting.
IT Support Analyst
D-Link Europe Limited
10.2018 - 06.2022
- Delivered 1st, 2nd, and 3rd line IT support across European offices.
- Managed network infrastructure, including firewalls, switches, and storage.
- Developed and maintained IT service standards and documentation.
- Assisted in IT procurement and asset management.
- Provided training and technical guidance to end-users.
- Built and managed workstations, laptops, and IT environments.
Education
BSc (Hons) - Computer Science
University of Westminster
Westminster, London01.2017
BTEC Level 2 ICT - Distinction Health and Social Care – Merit, National Diploma: ICT, GCSEs: 10 A–C grades, including Mathematics and English
Kingsbury High School
London01.2014
Skills
- Office 365
- Active Directory
- SQL
- Remote support
- Network troubleshooting
- Time management
- Problem-solving
- Customer service
- Help desk support
- Desktop support
- Software support
Languages
English
Gujarati
Technical Skills
Office 365, Active Directory, Windows OS, User Permissions Management, Basic Networking, Firewalls, Switches, VPNs, Visual Basic, SQL, Dreamweaver, Oracle, Azure AD, End-user devices, Workstations, Printers, Servers
Voluntary Achievements
- Project Manager & Head of Youth, Shree Swaminarayan Temple, Willesden, Organized religious festivals, social events, and community initiatives., Managed event logistics and delivered public speaking engagements.
- Fundraising Lead, Great Ormond Street Hospital, Led and organized a sponsored walk that raised £10,000 for charity.
Timeline
End User Support Analyst
Turning Point
04.2023 - 12.2024
IT Support Analyst
M7 Real Estate Ltd
07.2022 - 02.2023
IT Support Analyst
D-Link Europe Limited
10.2018 - 06.2022
BSc (Hons) - Computer Science
University of Westminster
BTEC Level 2 ICT - Distinction Health and Social Care – Merit, National Diploma: ICT, GCSEs: 10 A–C grades, including Mathematics and English
Kingsbury High School
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