Headline

Cloud & Desktop Support Engineer | Azure & Intune Specialist | Microsoft Entra ID | ServiceNow Expert | 6+ Years IT Operations & SLA Management | ITSM

About

I am a results-driven IT Support Engineer with 6+ years of experience delivering enterprise technical support across academic, corporate, and airline environments. My expertise spans Windows system administration, Microsoft 365, Azure Active Directory, and endpoint management with Intune and Autopilot. In my current role supporting IndiGo Airlines, I own and resolve complex technical issues in high-availability environments, ensuring business continuity and user productivity. I have a proven track record of resolving incidents within SLA, analyzing event logs and performance metrics, and contributing to ITIL-based process improvements. Previously, I optimized software asset management workflows, reduced IT costs by 15%, and trained 200+ users on digital platforms, cutting support requests by 30%. These achievements reflect my ability to combine technical troubleshooting with process efficiency and customer success. I am currently pursuing the Microsoft Certified: Azure Administrator Associate (AZ‑104) certification to strengthen my cloud and infrastructure expertise. My career goal is to advance into technical support and cloud infrastructure roles where I can leverage my skills to empower customers, drive product improvements, and contribute to digital transformation. Key Skills: Windows System Administration | Microsoft 365 | Azure AD | Intune | Networking (TCP/IP, LAN/WAN, Wi-Fi) | ServiceNow | ITIL | Incident & Problem Management | Cloud Readiness

Location

Amritsar

Work experience

Cloud & Desktop Support Engineer at Digitide, May 2025 - Present · 1 yr 2 mos, Amritsar, • Cloud & Modern Workplace Engineering: Orchestrate zero-touch enterprise device deployments using Windows Autopilot and manage global device policies via Microsoft Intune. • Remote Technical Excellence: Deliver end-to-end remote solutions and troubleshooting for a distributed workforce, utilizing remote takeover tools and cloud-based management to resolve complex issues without physical access. • Identity & Security: Administer Microsoft Entra ID for user lifecycle management, security group configuration, and Local Administrator Password (LAPS) recovery. • Full-Stack Troubleshooting: Provide expert hardware and software diagnostics, performing root-cause analysis on workstations, peripherals, and enterprise applications to ensure maximum uptime. • Peripheral & Network Support: Configure and troubleshoot Network Printers, VPN connectivity, and local DHCP/DNS settings to ensure seamless office and home-office integration. • ITSM Operations: Manage the full lifecycle of technical incidents within ServiceNow, maintaining 100% compliance with strict SLAs for both on-site and remote users.

It support associate at MSL Learning Systems Private Limited, Oct 2021 - Sep 2024 · 3 yrs, Amritsar, Punjab, India, Managed end-to-end Software Asset Management for 500+ licenses Reduced IT costs by ~15% through audits and license optimization Improved ServiceNow SAM accuracy by 20% Delivered technical support for large-scale online exam environments Maintained 95% SLA compliance across 1,000+ tickets

Lab instructor at Khalsa College Amritsar, Aug 2019 - Sep 2021 · 2 yrs 2 mos, Amritsar, Punjab, India, Managed computer labs, hardware, software, and LAN/WAN networks Installed and upgraded Windows OS and academic software Provided technical support to faculty and students

Education

Bachelor of Science - BS, Information Technology, Khalsa College Amritsar