Headline

Associate Technical Analyst at Lighthouse Global | Active Directory | SCCM | Azure | Exchange Admin center | Vsphere | Root Cause Analysis | Troubleshooting | Server Monitoring

About

🚀 Associate Technical Analyst | Service Desk | IT Support | Active Directory • SCCM • Azure AD I’m an Associate Technical Analyst with hands-on experience in IT support, incident management, and enterprise system administration, focused on ensuring seamless IT operations and delivering efficient end-user support. In my current role, I handle service requests, troubleshoot technical issues, and maintain IT systems across cloud and on-prem environments. I support 200+ systems and 600+ users, ensuring high availability, quick resolution times, and a smooth user experience. 🔧 What I do best: Manage and resolve L1/L2 support tickets within SLA Administer users, groups, and policies in Active Directory Perform device and application management using SCCM Handle Azure AD operations, including PIM role assignments Monitor systems, respond to alerts, and ensure uptime Manage IT assets, inventory, and lifecycle processes Troubleshoot hardware, software, network, and access issues 📈 Impact I’ve delivered: ⏱️ Improved ticket resolution efficiency and SLA compliance 📉 Reduced repeat incidents through proactive issue handling ⚙️ Enhanced asset management and tracking processes 🔐 Strengthened access control and user management practices I’m passionate about IT operations, user support, and continuous improvement, and I aim to deliver reliable and efficient technical support in dynamic environments. 📫 Open to connecting with professionals in IT Support, Service Desk, and IT Operations.

Location

Bangalore Urban

Work experience

Associate Technical Analyst at Lighthouse Asia Pacific, Mar 2025 - Present · 1 yr 4 mos, Bengaluru, Karnataka, India, Provided L1/L2 technical support for 600+ users across enterprise environments, ensuring timely resolution of incidents and service requests within SLA Managed and resolved daily ITSM tickets related to system access, software issues, network connectivity, and hardware troubleshooting Administered user accounts, groups, and policies in Active Directory, including password resets, access provisioning, and de-provisioning Handled device and application management using SCCM, including software deployments, patching, and system updates Managed Azure AD operations, including role assignments and Privileged Identity Management (PIM) access control Monitored system health using monitoring tools, responded to alerts, and ensured high system availability Performed asset management, including inventory tracking, device allocation, and lifecycle management Collaborated with cross-functional teams to escalate and resolve critical incidents efficiently Maintained documentation for recurring issues, troubleshooting steps, and standard operating procedures (SOPs) 📈 Key Achievements: Improved ticket resolution time and maintained high SLA compliance Reduced recurring issues through proactive troubleshooting and root cause analysis Streamlined asset management processes for better tracking and accountability Enhanced system security through effective user access and role management

Education

Bachelor of Engineering - BE, Computer Science, Acharya

PUC, Shree Dharmasthala Manjunatheshwara residential PU College, Ujire, Belthangady