Fatemeh Edrisi

• Manage IT operations for a 10-person software company in London, working remotely from Hamburg. • Administer Windows Server and Microsoft 365, covering user accounts, access permissions, licensing, and mailbox management. • Maintain Microsoft SQL Server, covering monitoring, access management, maintenance, and troubleshooting. • Provide remote technical support, resolving software and system access issues. • Create and maintain documentation on system configurations, recurring incidents, and procedures.

• Administered Active Directory for 900+ users, managing groups, RBAC, and account lifecycles. • Managed VMware vSphere with 160+ VMs and Veeam backups for 15 TB of critical data, achieving 99.9% backup success. • Managed Windows Server hardening, patching, and maintenance. • Maintained SQL Server and supported internal automation. • Maintained Zabbix monitoring for incident detection and capacity planning. • Documented systems and worked with developers on troubleshooting, stability, and releases.

• Provided first-line technical support to employees, resolving hardware, software, and network connectivity issues. • Assisted users with login problems, account access, and everyday IT requests. • Recorded and tracked support tickets in Jira, documenting reported issues and resolution steps. • Coordinated with technical teams to resolve complex incidents and followed up until resolution.

• Prepared, integrated, and migrated customer organizational and personnel data into Didgah using SQL. • Supported implementation of personnel administration, payroll, and office automation modules and workflows. • Investigated customer issues in CRM, coordinated with development teams, and verified software fixes. • Performed manual functional testing of new releases to identify defects and validate corrections. • Trained customer staff and supported users during software implementation and operations.

• Administered Windows Server and Active Directory environments supporting 800+ users across a large industrial enterprise. • Diagnosed and resolved server, workstation, network, and application access issues to maintain reliable daily IT operations. • Managed system configurations, user access permissions, and infrastructure monitoring. • Maintained technical documentation for system changes and deployment procedures.

• Provided first-line IT support to employees, troubleshooting hardware, software, and network connectivity issues. • Assisted employees with system access and login problems. • Logged and tracked support tickets in Jira, documenting issues and resolution steps. • Escalated complex issues to the appropriate technical teams and followed up on their resolution.

Worked as a part-time web development intern at PersianTools while completing my university studies, gaining early professional experience in a technical work environment.