Experience
9+ years of progressive experience supporting enterprise IT environments, with strong focus on Microsoft 365, hybrid infrastructure, security operations, and governance.
Senior Infrastructure Engineer
- Lead and mentor a team of IT Support Engineers, managing task allocation, incident escalation, and SLA adherence.
- Manage hybrid IT infrastructure across Azure and on-prem Windows Server environments.
- Administer Active Directory, DNS, DHCP, and Microsoft 365 services.
- Enhanced endpoint security using Microsoft Intune policies and controls.
- Deployed and managed WSUS to automate patching, achieving 97% compliance and reducing manual effort by 60%.
- Performed firewall administration and policy optimisation (Cisco).
- Validated backup processes and supported BCP & DR drills with consistently high success rates (>95%).
- Applied ISO/IEC 27001:2022 security best practices and supported internal and external audits.
- Configured and maintained Microsoft Teams–based conference room solutions.
System Administrator
- Managed a cloud-native IT environment using Azure AD, Intune, and Microsoft 365.
- Administered users, security groups, and licenses via Microsoft 365 Admin Center and Azure Portal.
- Implemented Intune compliance policies, conditional access, and device enrollment.
- Performed firewall administration and policy management (FortiGate).
- Maintained Exchange Online mailboxes, distribution groups, and shared mailboxes.
- Configured and governed SharePoint Online, OneDrive for Business, and Microsoft Teams.
- Coordinated with third-party SaaS vendors for troubleshooting and access provisioning.
Desktop Support Engineer
- Provided Level-1 IT support for over 1000 enterprise users.
- Supported Windows 10, BitLocker, VPN clients, and Microsoft 365 applications.
- Handled Active Directory user management, password resets, and group membership.
- Managed file permissions, network drives, and printer queues.
- Collaborated with network and server teams to resolve escalated incidents.
- Supported mobile device management (MDM) operations.
Desktop Support Engineer
- Provided IT support for 3000+ end users in enterprise environments.
- Resolved incidents related to Windows OS, MS Office, and basic networking.
- Assisted with desktop and laptop imaging using SCCM and manual deployment methods.
- Supported enterprise video conferencing systems and AV hardware (Cisco).