Headline

Experienced IT System Administrator | MCSA, MCP & ITIL V3 Certified | Expert in Network Management, Technical Support, and Active Directory | Proven Track Record in Executive Support & IT Service Operations

About

Only move forward with creating a product that will be "above the bar"----- Brain Lawley As an IT professional with over 12 years of experience in system administration, network management, and IT service operations, I have developed a strong foundation in managing complex IT infrastructures and delivering top-tier technical support. My expertise spans across Active Directory management, network configuration, technical troubleshooting, and customer service, allowing me to provide innovative solutions to technical challenges while maintaining high standards of service delivery. I am certified as a MCSA, MCP, and ITIL V3, ensuring my technical knowledge remains up-to-date with the evolving landscape of IT services. Throughout my career, I have worked in diverse environments, from large-scale corporate settings to remote site management, where I have effectively managed IT operations, reduced system downtime, and delivered reliable technical support. My approach is driven by efficiency, attention to detail, and a commitment to continuous learning. In my current role as Technical Product Support Analyst at Sabre Travel Technologies, I have been responsible for managing global IT operations, ensuring 95%+ first-time incident resolution, and providing executive-level support to senior management. By leveraging my skills in system configuration, data analysis, and governance, I have consistently exceeded performance metrics, supported critical business functions, and maintained a strong customer satisfaction rating. I thrive in dynamic, fast-paced environments where innovation, problem-solving, and collaboration are essential. As I continue to grow in my career, I am eager to take on new challenges that allow me to utilize my technical skills and drive business success. I am always open to connecting with fellow professionals and exploring new opportunities in the IT field.

Location

Bengaluru

Work experience

Technical Product Support Analyst ll at Sabre Corporation, Feb 2022 - Present · 4 yrs 7 mos, Bengaluru, Karnataka, India

Contributor at Sabre Corporation, Jul 2016 - Jan 2022 · 5 yrs 7 mos, Bengaluru, Karnataka, India, - Provided global IT support to over 500 employees, ensuring seamless technical operations and achieving a 95% first-contact resolution rate. - Delivered executive-level technical support, managing incidents for Group 1 and Group 2 executives and maintaining high satisfaction ratings. - Configured and administered Microsoft Exchange and Active Directory, ensuring optimal performance and security. - Installed and maintained network printers and antivirus systems, ensuring operational efficiency. - Managed user accounts, resources, and security protocols via Active Directory groups and Group Policies. - Analyzed data for governance reporting, identifying trends and implementing improvements to enhance IT operations. - Collaborated with cross-functional teams to troubleshoot technical issues and streamline issue resolution processes. - Implemented ITIL-based processes to improve IT service management, reducing incident resolution time. - Supported the rollout of new IT projects and system upgrades, ensuring minimal downtime and business continuity.

Service Desk Analyst at Sabre Corporation, Sep 2015 - Jul 2016 · 11 mos, Bengaluru, Karnataka, India, Payroll Company: Magna Infotech - A Quess . - CompanyManaged 200+ monthly support tickets, consistently maintaining a 95%+ satisfaction rating while resolving complex technical issues. - Supported the installation and configuration of Windows operating systems and network devices, enhancing system performance and user satisfaction. - Provided hardware and software maintenance across the network, ensuring smooth daily operations for all users. - Collaborated with the IT team to improve service desk processes, reducing resolution times by 15%. - Administered Active Directory accounts and applied security strategies through Group Policies, ensuring data security and user access management. - Supported Microsoft Exchange and handled network configuration tasks, ensuring seamless integration and operations.

System engineer at Logus Business Systems, Oct 2010 - Oct 2013 · 3 yrs 1 mo, Jaynagar, - Managed 100+ user accounts and devices in a domain environment, ensuring data security and system performance. - Installed and configured Windows XP, 7, 8, and Server 2008/2012, supporting smooth system operations across the company. - Troubleshot hardware and software issues, reducing system downtime by 30%. - Configured and maintained network printers, ensuring consistent and reliable print services. - Provided support for LAN and internet configurations, ensuring uninterrupted connectivity. - Managed data backups and inventory, optimizing resource utilization.

Education

CV Raman College of Engineering (CVRCE), Bhubaneswar