Sarah Li

I am a practical and adaptable IT Technician and Windows Engineer with strong second line support experience across Microsoft Intune, Entra ID, Azure Active Directory and Windows endpoint environments. I manage the full IT asset lifecycle from tagging and deployment through to compliance, automation and secure decommissioning, ensuring reliable and efficient systems across the organisation. At Housing21, I play a vital role in maintaining the digital workplace for both frontline care and office staff. I deliver refresh projects ahead of schedule, support a large user base with minimal disruption and work collaboratively with field engineers and infrastructure teams to maintain secure and efficient operations. Previously, as a Cyber Security Apprentice at Bentley Motors, I supported global compliance projects and vulnerability management processes, working closely with internal and external stakeholders to ensure alignment between cyber security standards and business operations. This strengthened my understanding of information security, service level management and stakeholder coordination in a complex environment. I combine technical expertise, clear communication and attention to detail with a calm and methodical approach. I am currently studying for CompTIA A+, Microsoft MD 102 and MS 102, with long term ambitions to progress into endpoint administration or cyber operations.

Knowledgeable IT Service engineer with solid background in diagnosing and repairing complex systems and equipment. Proven success in reducing downtime and enhancing operational efficiency through effective troubleshooting and maintenance strategies. Demonstrated proficiency in utilizing diagnostic tools and collaborating with cross-functional teams to ensure optimal results.

• Delivered a full Windows refresh project one week ahead of schedule with near zero post deployment incidents.
• Developed and implemented PowerShell scripts to automate compliance checks, saving time and improving accuracy.

I have strong hands on experience with Microsoft Entra ID and Azure Active Directory for user and asset identity governance, access control and conditional access policy enforcement. I am skilled in user provisioning, hybrid identity synchronisation, password standards and role based access control, ensuring that environments remain secure, well organised and compliant.

I am highly proficient in Microsoft Intune for device compliance, configuration profiles, application deployment and endpoint protection. I manage the full device lifecycle, including imaging, tagging, deployment, monitoring and secure decommissioning of assets. I have worked extensively with Android and Windows 10 and Windows 11 builds, deployments and patch management using the Windows Media Creation Tool and Intune mobile device management.

I have strong practical knowledge of PowerShell and Command Prompt scripting for enrolment, auditing, reporting and automated fixes. I regularly configure Group Policy and registry settings to improve performance and strengthen endpoint security, and I use scripting to streamline processes, reduce manual workload and improve response times.

I have a solid understanding of DNS, DHCP, IP addressing, VPN configuration and wireless network troubleshooting. I provide ongoing support for Microsoft Teams, SharePoint and OneDrive integration, making sure connectivity and permissions are correctly maintained so that collaboration across departments is smooth and reliable.

I am experienced in asset management and IT ticketing systems, including Freshservice and Jira, for ticket triage, escalation, audit trails and service level tracking. At Housing 21 I closed and resolved around seven hundred and twenty tickets in a two month period, demonstrating a consistent, efficient and organised approach to support. I also maintain structured documentation and knowledge bases to support consistent operations and make it easier for colleagues to find clear guidance. I am familiar with workflow automation and process optimisation and use these to improve response times and reduce repeat issues.

My security experience includes implementing multi factor authentication and device compliance policies across multiple environments. I have a working knowledge of GDPR and ISO aligned data protection practices and broader cyber awareness principles. I promote identity hygiene, regular patching and a positive security culture across teams.

I provide full support for Microsoft 365, including Outlook, Word, Excel, PowerPoint, OneNote, Teams, SharePoint and OneDrive. I deliver remote support using Quick Assist, Remote Desktop Protocol and Teams screen sharing, and I am comfortable helping users with software troubleshooting and configuration in both office based and remote environments.

I bring an analytical and methodical approach to troubleshooting, combined with excellent communication skills. I remain calm under pressure, adapt to changing priorities and focus on continuous improvement through collaboration, knowledge sharing and reflective practice.

I consistently maintained high ticket resolution rates while balancing complex service demands, improving triage accuracy and workflow automation to reduce resolution time and prevent repeat incidents. I played a key role in delivering a major Windows 11 rollout at Housing 21 a full week ahead of schedule through proactive troubleshooting, effective coordination and collaboration with field engineers. I led access management improvements across departments by standardising identity governance and enforcing need-to-know permissions, strengthening compliance and auditability through role-based access, automatic session lockouts and robust password policies. I supported account provisioning and multi-factor authentication configuration through Entra ID and Azure AD.

I modernised data handling and record keeping by embedding GDPR principles into daily operations, introducing password manager use, secure storage practices and awareness sessions on safe data handling. These improvements reduced data handling errors and improved audit trail consistency across teams. I analysed recurring issues in Jira and Freshservice to identify root causes and developed automated solutions using PowerShell and CMD scripting, creating self-correcting scripts for device compliance and reporting that improved SLA adherence and reduced manual workload.

I produced concise, plain-English user guides and checklists to simplify complex processes for both colleagues and end users, improving onboarding efficiency and reducing clarification requests through well-maintained documentation and a centralised knowledge base. I worked closely with both technical and non-technical teams to align project goals, maintain clear communication and proactively manage expectations, ensuring confidence and timely delivery during high-pressure periods. I also delivered informal training sessions on cyber hygiene and safe digital practices, coaching users on password security, software updates and device protection, which improved digital literacy and reduced recurring support requests.

Tools used: Microsoft Intune, Entra ID, Azure Active Directory, PowerShell, CMD scripting, Freshservice, Jira and Windows 11.

Technical Competencies

• Microsoft Intune endpoint management
• Microsoft Entra ID and Azure Active Directory
• Windows 10 and 11 deployment and configuration
• PowerShell and CMD scripting for automation
• Identity and access management (RBAC, MFA, governance)
• Device compliance and lifecycle management
• IT ticketing and service management (Freshservice, Jira)
• Workflow automation and SLA adherence
• GDPR compliance and data protection practices
• Cyber hygiene and user security awareness training

Professional and Transferable Skills

• High-volume ticket triage and problem resolution
• Project coordination and cross-departmental collaboration
• Technical documentation and knowledge base management
• Communication with technical and non-technical stakeholders
• Process improvement and workflow efficiency
• User coaching and mentoring
• Strong attention to detail and analytical problem-solving
• Calm, professional demeanour under pressure
• Time management and task prioritisation

Outside of work, I love immersing myself in photography, especially macro flower and landscape photography. What started as curiosity quickly became a real passion. I spent months teaching myself how to use a DSLR in full manual mode, experimenting with light, focus, and colour until I could capture the intricate details of a single petal or the vast calm of a sunrise. Each photograph feels like freezing a small piece of wonder in time.

When I am not behind the lens, you will often find me at the ice rink or climbing wall. Ice skating gives me a sense of freedom and rhythm, while bouldering keeps me focused and determined, constantly testing my balance, patience, and problem-solving skills. Together, these hobbies keep me creative, energised, and always ready to take on a new challenge.