Headline

IT Support Lead | Senior System Administrator | Azure AD | Intune | MDM/MAM | Endpoint Security | IT Operations | Service Desk | EUC | ServiceNow | ITSM | Incident Management | IMMEDIATE JOINER

About

About Me I am an IT professional with 11+ years of experience in IT Operations, Service Desk, and End User Computing (EUC), specializing in enterprise environments that require high availability, security, and efficient service delivery. My core expertise includes Azure AD (Identity & Access Management) and Microsoft Intune (L3 Support), where I manage end-to-end endpoint lifecycle, including provisioning, configuration, compliance, and security. I have hands-on experience with Intune (MDM/MAM), Autopilot, BitLocker, and Conditional Access, ensuring secure and compliant device management aligned with organizational policies. In my role as a Senior System Administrator / IT Operations professional, I handle L3 escalations, perform advanced troubleshooting, and drive root cause analysis to prevent recurring issues. I work extensively within ITSM frameworks, using ServiceNow to manage incident, problem, and change processes, ensuring strict adherence to SLA/KPI targets. I also bring leadership experience, supporting and guiding teams, managing escalations, and improving service delivery processes. My focus is on enhancing operational efficiency, endpoint security, and user experience while maintaining high service standards. Key Strengths: • Azure AD & Identity Management • Intune (L3 Support | MDM/MAM | Autopilot | BitLocker) • Endpoint Management & EUC • ServiceNow | ITSM | ITIL Practices • Incident, Problem & Change Management • L3 Troubleshooting & Escalation Handling • Team Leadership & Service Delivery I am currently an Immediate Joiner, actively seeking opportunities as an IT Lead, IT Manager, or Senior System Administrator, where I can contribute both technically and strategically to enterprise IT operations.

Location

Kolkata

Work experience

IT LEAD || Senior System Administrator at Tata Consultancy Services, Mar 2020 - Aug 2025 · 5 yrs 6 mos, Kolkata, West Bengal, India, In my role as a Senior System Administrator / IT Operations professional, I handle L3 escalations, perform advanced troubleshooting, and drive root cause analysis to prevent recurring issues. I work extensively within ITSM frameworks, using ServiceNow to manage incident, problem, and change processes, ensuring strict adherence to SLA/KPI targets. I also bring leadership experience, supporting and guiding teams, managing escalations, and improving service delivery processes. My focus is on enhancing operational efficiency, endpoint security, and user experience while maintaining high service standards. Key Strengths: •Azure AD & Identity Management •Intune (L3 Support | MDM/MAM | Autopilot | BitLocker) •Endpoint Management & EUC •ServiceNow | ITSM | ITIL Practices •Incident, Problem & Change Management •L3 Troubleshooting & Escalation Handling •Team Leadership & Service Delivery

System Engineer at Tata Consultancy Services, May 2014 - Jan 2020 · 5 yrs 9 mos, Kolkata, West Bengal, India, Provided L1/L2 system support, Delivered L1/L2 support for enterprise endpoints and Microsoft 365 services • Managed user lifecycle (onboarding/offboarding) via Active Directory and Azure AD • Supported authentication, access issues, and endpoint configurations • Resolved 50+ incidents daily with 95% first-call resolution rate • Performed remote troubleshooting across Windows/macOS environments

Education

Bachelor of Commerce - BCom, Accountancy, Bidhan Chandra College