Dec 2020 – Sep 2022 · 1 yr 9 mos · Bengaluru, Karnataka, India · On-site

• Delivered Google Workspace-based MDM solutions, managing device compliance and policy enforcement across user endpoints to align with enterprise security standards.
• Provided onsite technical support in Bengaluru with a primary focus on Windows systems and occasional Mac OS support, ensuring operational continuity and fast resolution times.
• Administered and supported Office 365 (O365), including user access, mailbox configurations, and license management.
• Built and maintained VMs on VMware ESXi infrastructure; handled host configuration, vSphere setup, and server provisioning on physical hardware.
• Deployed various operating systems including Windows Server 2012/2016, CentOS, and Ubuntu Server on virtualised environments.
• Managed Active Directory (AD), including user and group creation, permissions, and access control aligned with internal policies.
• Secured guest access by assigning temporary IP addresses from a segregated IP stack, maintaining internal network integrity.
• Handled incident, service request, and change management within ITIL framework using tools like ServiceNow.
• Supported day-to-day operations of hybrid cloud infrastructure with focus on availability, performance, and cost-efficiency.
• Led efforts in capacity planning, resource optimisation, and cost control of cloud infrastructure environments.
• Documented best practices, standard operating procedures (SOPs), and operational playbook for cross-team use.
• Conducted monthly patching cycles, ensuring systems were secure and compliant with organisational policies.
• Issued preemptive alerts on infrastructure health and storage thresholds, minimising disruption and maximising uptime.
• Collaborated with development and security teams to debug internal tooling issues (e.g., throttling requests) to maintain system performance.
• Utilised ServiceNow dashboards for operational tracking, SLA management, and IT process optimisation.

Dec 2018 – Jun 2019 · 6 mos · Mumbai Metropolitan Region · On-site

• Provided L2 support for escalated issues involving VoIP, wireless networks, and VPN access.
• Maintained network documentation, diagrams, and inventory for audit and compliance readiness.
• Supported network configuration and maintenance tasks under senior engineers’ supervision.
• Assisted in daily network operations, troubleshooting connectivity issues, and managing network tickets.