Available for Opportunities

Muhammad Ismail

5+ Years · L1/L2 IT Support · Frankfurt, Germany

IT Support Engineer specializing in Windows Administration, Active Directory, Microsoft 365, Azure AD, and enterprise IT support.

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About Me

Who I Am

Years Experience

Users Supported

Companies

Countries

// About Me

I'm an IT Support Engineer with 5+ years of hands-on experience delivering L1/L2 enterprise IT support across international organizations in Germany and Pakistan. I specialize in Windows environments, Active Directory, and Microsoft 365 ecosystems.

Currently based in Frankfurt, Germany, I work as an On-Site Desktop Support Engineer at Pitney Bowes GmbH while simultaneously having a Master's degree in Data Science completed at FAU Erlangen-Nürnberg — combining technical IT expertise with data-driven thinking.

I'm passionate about automation, operational efficiency, and using technology to simplify complex IT workflows. My goal is to bridge the gap between traditional IT support and modern data analytics.

Windows 10/11 Admin

Active Directory

Microsoft 365

Azure AD / Intune

PowerShell

Network Support

Technical Arsenal

Tools & Technologies

Systems & Administration

Windows 10/1190%

Active Directory88%

Microsoft 36590%

Azure AD / Intune80%

Group Policy (GPO)82%

macOS Support70%

Networking

IP / DNS / DHCP85%

VPN Troubleshooting85%

Network Diagnostics82%

Switch / Router Config75%

Tools & Platforms

ServiceNow90%

RDP / DameWare / AnyDesk92%

Jira85%

PowerShell78%

VMware ESXi70%

PRTG Monitoring75%

Data & Analytics

SQL / PostgreSQL72%

Python / Pandas68%

Power BI70%

Excel (Advanced)80%

Work History

Professional Journey

Feb 2026 — Present

On-Site Desktop Support Engineer

Pitney Bowes GmbH

Darmstadt, DE

L2 deskside troubleshooting for 180+ employees, 90% first-contact resolution rate
Streamlined onboarding through efficient AD user management
Physical server reboots, tape backups, basic storage troubleshooting — reduced backup failures by 15%
100% SLA compliance for critical issues; created IT documentation reducing repeat tickets by 10–15%

Jun 2025 — Dec 2025

On-Site Desktop Support Engineer

ADM GmbH

Eppelheim, DE

L1/L2 support for 220+ employees — 85% first-contact resolution rate
Reduced onboarding time by 25% via efficient Active Directory management
Hardware checks, rack maintenance, cabling, system patching across 200+ devices
IT documentation and vendor coordination — minimized downtime during hardware replacements

June 2023 — Apr 2025

IT Support Engineer

WEB AND STYLE GmbH

Ingolstadt, DE

L1/L2 deskside support for 220+ employees, 85% FCR
Improved monitoring accuracy by 20% via L1 Data Center support
Reduced backup failures by 15%; patched 200+ devices maintaining compliance
Created documentation and coordinated with vendors — reduced repeat tickets by 10–15%

Apr 2021 — May 2023

IT Support Specialist

ERPO PLAST GmbH

Ingolstadt, DE

Resolved 30–40 tickets/week via ServiceNow — average response under 1 hour
Deskside support for 184+ users, improving satisfaction scores by 20%
Raised M365 compliance from 70% to 95% through system updates & patching
Improved onboarding efficiency by 20% and meeting room readiness by 40%

My Education

Academic Background

🎓

MSc Data Science

FAU Erlangen-Nürnberg

2024 — 2026 · 🇩🇪 Germany

Machine Learning Data Visualization SQL / Databases Power BI Python Dashboard Dev Statistics

💻

BS Software Engineering

Superior University Lahore

2015 — 2019 · 🇵🇰 Pakistan

Software Engineering Databases Networking OOP OS Concepts Web Dev

Featured Projects

What I've Built

🗄️

IT Asset Inventory Automation

PowerShell + Excel

// IT Asset Inventory Automation

Automated device tracking and inventory management using PowerShell scripts integrated with Excel reporting. Eliminated manual data entry and provided real-time visibility into hardware status across the organization.

+30% accuracy · -40% manual effort

🛡️

AD User Lifecycle Automation

PowerShell + Active Directory

// AD User Lifecycle Automation

Developed PowerShell scripts to fully automate user creation, modification, password resets, and group assignments in Active Directory. Streamlined the onboarding/offboarding process and minimized human error in access control.

Reduced onboarding time · Zero manual errors

🎫

ServiceNow Ticket Optimization

ServiceNow

// ServiceNow Ticket Optimization

Redesigned ticket categorization taxonomy and routing rules within ServiceNow to reduce misrouted incidents. Implemented auto-assignment logic that significantly accelerated L1/L2 resolution workflows.

+25% routing accuracy · Faster resolution