Summary
Service Desk Analyst with experience in identity and access management, system administration, and enterprise support operations. Proficient in Active Directory, Entra ID, and Exchange, with exposure to access provisioning, mail flow troubleshooting, and multi-layer L1 issue resolution. Adept at managing incidents within SLA, supporting critical environments, and collaborating with cross-functional teams to maintain service reliability.
Experience
Senior Systems Engineer
June 2022 - Present
Cognizant Technology Solutions | Noida, India
- Managed user lifecycle operations using Active Directory, including account creation, password resets, and access provisioning for systems and servers to ensure secure and compliant access.
- Administered email and collaboration services via Exchange Portal and Windows PowerShell, including mailbox and distribution group creation/configuration, access management, shared resources, mail flow permissions, mail tracing, and mailbox troubleshooting.
- Handled server and system access requests, ensuring appropriate permissions based on user roles and organizational policies.
- Performed multi-factor authentication (MFA) support using Entra ID, along with identity-related troubleshooting for secure user access.
- Delivered L1 troubleshooting across a wide range of technical issues, including endpoint, application, network, and access-related problems, ensuring minimal disruption to business operations.
- Directed the migration of 2,000+ user accounts to Exchange Portal over 6 months utilizing PowerShell automation and ServiceNow integration, achieving a 45% reduction in provisioning time while maintaining 99.8% SLA compliance.
- Managed end-to-end Incident Management for 1,200+ monthly support cases using ServiceNow and Entra ID, consistently maintaining critical KPIs for response time and resolution benchmarks over 18 months.
- Monitored and accelerated SLA Resolution for 1,200+ monthly support tickets via ServiceNow and Microsoft Entra ID over 18 months, consistently reducing average response time by 30% and upholding ≥99% SLA adherence.
Education
M.Sc. in Mathematics
Chhatrapati Shahu Maharaj University | 2020 - 2022
B.Sc. in Physics & Mathematics
Chhatrapati Shahu Maharaj University | 2017 - 2020
Certifications
- Red Hat Certified System Administrator (RHCSA)
- AWS Certified Solutions Architect - Associate
Skills
Enterprise Admin: Active Directory (AD), Entra ID (Azure AD), PowerShell, MS Exchange.
System Diagnostics: Troubleshooting Windows, Networking, Permissions, File Systems.
SLA Management: ServiceNow expert for ticket lifecycle & deadlines.
Other: Backup & Recovery, Security Best Practices, Documentation.