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Muhammad
Ismail

IT Support Engineer — L1/L2 · Azure AD · Microsoft 365 · Data Center

Frankfurt, Germany  ·  +49 176 21446589

Enterprise IT professional with 3+ years delivering reliable technical support across Germany's corporate landscape. I bridge the gap between complex infrastructure and seamless user experiences — keeping systems running, teams productive, and SLAs green.

Get in Touch View Experience
3+
Years Experience
4
Companies
90%
First-Contact Resolution
100%
SLA Compliance
Muhammad Ismail in Office
3+
Years in Germany
About Me

Keeping IT running — reliably

I'm an IT Support Engineer based in Frankfurt, Germany, with a background in Software Engineering and an ongoing Master's in Data Science. I thrive in fast-paced enterprise environments, resolving complex technical issues with a structured, methodical approach.

My expertise spans L1/L2 deskside support, Active Directory administration, Microsoft 365 ecosystems, and data center operations. I'm also expanding into VMware virtualization and cloud infrastructure to grow toward systems administration and IT operations roles.

Beyond fixing tickets — I build automation (PowerShell), improve processes, create documentation that cuts repeat incidents, and collaborate with vendors to ensure smooth operations across the board.

Location
Frankfurt, Germany
Current Role
On-Site Desktop Support Engineer
Email
ismailofficial726@gmail.com
Status
Open to Work
Capabilities

Skills & Expertise

A broad toolkit spanning IT support, systems administration, networking, data center operations, and data analytics.

Systems & Administration
Windows 10/11 macOS Active Directory Group Policies Azure AD Microsoft 365 Teams SharePoint System Patching
Networking
IP / DNS / DHCP VPN Troubleshooting Switches & Routers Connectivity Diagnostics Network Config
Data Center & Infrastructure
VMware ESXi vCenter Server Monitoring Tape Backups Rack & Cabling Hardware Checks PRTG Incident Escalation
Tools & Platforms
ServiceNow Jira Freshservice RDP DameWare AnyDesk TeamViewer PowerShell
Data & Analytics
Python Pandas / NumPy SQL Power BI Excel (Pivot / XLOOKUP) EDA KPI Tracking
Soft Skills
Problem Solving Communication Customer Service Documentation Team Collaboration Adaptability
Proficiency Highlights
L1/L2 Desktop Support95%
Active Directory & Azure AD88%
Microsoft 365 Suite90%
ServiceNow / ITSM85%
PowerShell Scripting78%
VMware / Data Center65%
Languages
🇩🇪
German
B1–B2
🇬🇧
English
C1 — Professional
🇮🇳
Hindi
Native
🇵🇰
Urdu
Native
Career

Work Experience

A consistent track record of delivering enterprise IT support across Germany, with measurable impact on SLAs, user satisfaction, and system reliability.

On-Site Desktop Support Engineer
Pitney Bowes GmbH  ·  Darmstadt, DE
Feb 2026 – Ongoing Current
  • Supported 180+ employees with L2 deskside troubleshooting, maintaining a 90% first-contact resolution rate and streamlining onboarding via efficient AD user management.
  • Assisted with physical server reboots, tape backups, and basic storage troubleshooting, reducing backup failures by 15%.
  • Logged and escalated incidents ensuring 100% SLA compliance for all critical issues.
  • Created IT documentation and coordinated with vendors, reducing repeat tickets by 10–15% and minimizing downtime during hardware replacements.
  • Performed hardware checks, rack maintenance, cabling, and system patching across 200+ devices, boosting readiness and security compliance.
On-Site Desktop Support Engineer
ADM GmbH  ·  Eppelheim, DE
Jun 2025 – Dec 2025
  • Provided L1/L2 deskside support to 220+ employees, achieving 85% first-contact resolution and reducing onboarding time by 25% through AD management.
  • Created IT documentation and coordinated with vendors, reducing repeat tickets by 10–15% and minimizing downtime.
  • Performed hardware checks, rack maintenance, cabling, and system patching across 200+ devices.
IT Support Engineer
WEB ANDSTYLE GmbH  ·  Ingolstadt, DE
Mar 2024 – Apr 2025
  • Provided L1/L2 deskside support to 220+ employees, achieving 85% first-contact resolution and reducing onboarding time by 25% through AD management.
  • Delivered L1 Data Center support for servers, improving monitoring accuracy by 20% and reducing backup failures by 15%.
  • Performed hardware checks, rack maintenance, cabling, and system patching across 200+ devices.
IT Support Specialist
ERPO PLAST GmbH  ·  Ingolstadt, DE
Apr 2022 – Feb 2024
  • Resolved 30–40 tickets per week via ServiceNow with an average response time under 1 hour.
  • Delivered deskside support for 184+ users, improving user satisfaction scores by 20%.
  • Administered Microsoft 365 and performed system updates, patching, and software rollouts, raising compliance from 70% to 95%.
  • Maintained IT documentation, coordinated with vendors, and supported meeting room setups, improving onboarding efficiency by 20% and meeting readiness by 40%.
Work I've Built

Key Projects

Automation scripts, process improvements, and IT initiatives that delivered measurable efficiency gains.

01
IT Asset Inventory Automation
Automated device tracking using PowerShell scripts integrated with Excel, eliminating manual data entry and ensuring real-time accuracy of the asset register across 200+ devices.
↑ 30% inventory accuracy · ↓ 40% manual effort
PowerShell Excel Automation Asset Management
02
Active Directory User Lifecycle Automation
Developed a suite of PowerShell scripts to automate user onboarding, password resets, and group membership management — replacing a fully manual, error-prone workflow.
↓ Onboarding time by 25% · 0 manual errors
PowerShell Active Directory Lifecycle Mgmt
03
ServiceNow Ticket Categorization Optimization
Redesigned the ticket routing logic and category taxonomy in ServiceNow, reducing misrouted tickets and accelerating resolution time for both L1 and L2 support teams.
↑ 25% routing accuracy · faster L1/L2 resolution
ServiceNow ITSM Process Optimization
Academic Background

Education

Combining hands-on IT experience with a strong academic foundation in software engineering and data science.

Master of Data Science
Friedrich-Alexander-Universität Erlangen-Nürnberg (FAU)  ·  Germany
Degree Expected 2026
Relevant Coursework
Data Analysis Data Visualization Machine Learning Database Systems (SQL) Power BI Advanced Excel Dashboard Development Python for Data Analysis
Bachelor of Software Engineering
Superior University Lahore  ·  Pakistan
2015 – 2019
Core Foundation
Software Engineering OOP Database Design Networking Fundamentals Operating Systems
Credentials

Certifications

Professional certifications validating technical expertise and industry-standard knowledge.

CompTIA Network+ Certification
Network+
Jan 2026 Verify
ServiceNow System Admin Certification
ServiceNow Ticketing
Mar 2025 Verify
Technical Support Fundamentals
Google IT Support
Dec 2025 Verify
Foundations: Data, Data, Everywhere
Google IT Support
Dec 2025 Verify
Data for Analysis with Microsoft Excel
Data Analytics
Dec 2025 Verify
Get In Touch

Let's Connect

Whether you have an opportunity, a project, or just want to say hello — my inbox is always open.

I'm currently open to new opportunities in IT support, systems administration, or IT operations. I'm especially interested in roles that bridge technical support with data-driven process improvement.

Location
Frankfurt am Main, Germany
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