Headline

ITIL V4 Certified | Endpoint Administrator - Sitel | HCL Technologies Ltd. | SitusAMC India | Davies Group | Happiest Minds

About

Endpoints break at the worst times. I make sure they don't. 6 years managing enterprise endpoint environments across Windows and macOS - from 1,500-user fleets to hybrid Intune + Entra ID deployments. I've owned the full stack: Autopilot provisioning, Win32 app packaging, compliance policies, MDE integration, identity lifecycle in Active Directory and Okta, and Azure Virtual Desktop. What makes me different from most Endpoint Admins: I don't just resolve tickets - I build the runbooks, remediations, and automations that stop them from coming back. At Happiest Minds, I reduced repeat ticket volume in key categories by ~40% through proactive Intune remediation scripts. At SitusAMC, I was the sole L2 escalation point for 1,500+ users across two platforms. Currently pursuing MD-102. Based in Bengaluru, open to product companies and startups where endpoint infrastructure actually matters to the business. Skills I bring on day one: Intune · Autopilot · Entra ID · AD · Entra Connect · JAMF Pro · MDE · Conditional Access · PowerShell · ServiceNow · SolarWinds · AVD · M365

Location

Bengaluru

AI stack

claude

Microsoft Copilot

Work experience

Technical Engineer II at Happiest Minds Technologies, Oct 2025 - Present · 1 yr 1 mo, Hybrid, Own the end-to-end Intune environment for a hybrid Microsoft 365 tenant — compliance policies, Autopilot deployment profiles, Win32/LOB app packaging, and Microsoft Defender for Endpoint integration. Cut manual device provisioning effort by ~60% by building a repeatable Autopilot + Entra join workflow from scratch Reduced repeat ticket volume by ~40% in key categories via PowerShell-based proactive remediations in Intune Migrated critical GPO-based security baselines to Intune policies, eliminating on-prem dependency for all targeted device groups Maintained 95%+ device compliance across the managed fleet; zero missed P1 SLA escalations Supported hybrid workforce on Azure Virtual Desktop — resolved profile, access, and session-host issues within SLA

Senior Advisor at Concentrix, Sep 2025 - Oct 2025 · 1 mo, Bengaluru

Service Operations Analyst at Davies, May 2024 - Apr 2025 · 1 yr, Pune District, Sole owner of production incident queue across endpoint, identity, virtual desktop, and collaboration platforms in a hybrid enterprise environment. Resolved P1/P2 tickets consistently within SLA — average resolution time under 4 hours on identity and access issues Reduced monitoring alert noise by ~30% by building structured triage runbooks in SolarWinds and Logic Monitor Drove root cause analysis on 3 major recurring incidents; fixes permanently removed those failure modes from the environment. Authored knowledge base articles that cut L1 handle time on common tickets by an estimated 25% Administered hybrid identity stack — AD, GPMC, Azure AD — across 500+ user accounts with zero access SLA breaches

Technical Support Specialist L2 at SitusAMC, Feb 2023 - Feb 2024 · 1 yr 1 mo, Mumbai, L2 endpoint and identity support for 1,500+ users across Windows and macOS. De-facto local IT administrator — only escalation point for Intune, Active Directory, and workplace issues. ▸ Maintained Intune device compliance above 90% — resolved enrolment failures, policy conflicts, and configuration drift ▸ Owned full AD user lifecycle: provisioning, access management, GPO troubleshooting — zero errors across all changes ▸ Resolved 95%+ of tickets within agreed SLA while managing the full local IT footprint independently ▸ Built 4 escalation guides for recurring infrastructure alert patterns — adopted by broader team, reduced P1 response time

Analyst at HCL Technologies, Jul 2019 - Oct 2022 · 3 yrs 4 mos, India, ▸ Provided enterprise IT support to global users at LinkedIn and Unum, managing 400–500 tickets/month while maintaining above-target CSAT and SLA adherence. ▸ Administered Okta and Active Directory for user lifecycle management (provisioning, MFA, group membership) across thousands of accounts with zero access-related SLA breaches. ▸ Supported Intune and JAMF Pro device management — troubleshot compliance policy failures, enrolment errors, and configuration drift across mixed macOS/Windows fleet. ▸ Handled security incident triage using KnowBe4 for phishing escalations — ensured 100% of reported incidents were documented and escalated within defined SLO. ▸ Created 8+ knowledge base articles adopted org-wide, reducing average L1 resolution time on covered issue categories.

Customer Support Professional at Sitel, May 2018 - Mar 2019 · 11 mos, Greater Chennai Area, Provided first-line support for internet connectivity, billing, and service-related issues, performing basic network troubleshooting, and documenting cases in CRM systems. Escalated complex technical incidents to L2 teams, while ensuring accurate issue diagnosis and resolution tracking

Education

Maharishi vidya mandir

Holy cross school