Summary
Overview
Work History
Education
Skills
Training
Languages
Timeline
Generic

ABDUL KAREEM

Chennai

Summary

Senior System Engineer with 7+ years in IT infrastructure and Service Desk Support. Expert in Microsoft 365, Exchange Online, and Entra ID (Azure AD) for IAM and MFA. Proficient in Endpoint Management using SCCM and Intune. Proven Level 2 (L2) Support for VPN, network connectivity, and application issues, ensuring strict SLA adherence. Skilled in PowerShell Scripting, Root Cause Analysis (RCA), Windows Server, and resolving SOC Incident Tickets. Highly adept with ITSM tools like ServiceNow.

Overview

8
8
years of professional experience

Work History

Sr. System Engineer

SCM Infotec
Chennai
01.2024 - Current
  • Managed enterprise-wide IT infrastructure across Windows and Linux systems, ensuring security, compliance, and uptime for critical business services.
  • Implemented and maintained Microsoft SCCM and Intune for end-to-end endpoint management, including device provisioning, application deployment, patching, compliance policies, and MDM (Mobile Device Management).
  • Oversaw the full IT asset lifecycle, implementing Flexera and Snow Software for software license management, usage tracking, compliance reporting, and cost optimization.
  • Delivered L2 technical support to end users, resolving incidents related to network issues, VPN access, Outlook, hardware faults, printer setup, and application errors, while ensuring minimal user disruption.
  • Maintained and supported Microsoft SQL Server, handling backup configurations, performance tuning, and availability for enterprise databases.
  • Administered Microsoft 365 services including license management, Exchange Online, shared mailboxes, distribution groups, and RBAC (Role-Based Access Control).
  • Managed identity services and access policies through Azure Active Directory (Entra ID), including Multi-Factor Authentication (MFA) and conditional access.
  • Supported hybrid Microsoft Exchange environments, ensuring smooth mail flow across on-prem and cloud systems.
  • Configured and managed VMware vSphere environments: virtual machine provisioning, backup setup, and resource optimization.
  • Utilized Grafana and other tools for proactive system and infrastructure monitoring, resolving issues before they impact end users.
  • Led cross-functional infrastructure initiatives, including cloud migration projects and process automation using Microsoft Azure (IaaS/PaaS/SaaS).
  • Maintained accurate and detailed documentation in ITSM tools, categorized incidents correctly, and ensured resolution within SLA agreements.
  • Administered Active Directory (AD) for user provisioning, group policy management, OU structuring, and access control within enterprise environments.

Senior IT Analyst/Acting Tech Lead

Microland
Chennai
12.2021 - 12.2023
  • Experienced IT Support Professional with a strong background in L2/L3 support, systems administration, and enterprise IT operations.
  • Proven ability to manage complex technical issues, administer enterprise platforms, and improve service delivery in hybrid cloud and on-premise environments.
  • Delivered 24/7 global technical support with high SLA adherence for Windows and Microsoft 365 environments.
  • Administered Active Directory, including user lifecycle management, group policies (GPO), and OU structuring.
  • Automated system tasks using PowerShell scripting for user account updates and mailbox configurations.
  • Managed Microsoft 365 services including Exchange Online, SharePoint, OneDrive, and Teams.
  • Deployed and maintained applications using SCCM 2010 and Intune Endpoint Manager for Windows clients.
  • Responded to email threats (spam, phishing, spoofing), updated protection policies in Microsoft Defender for Office 365.
  • Monitored endpoint performance using Aternity; escalated network issues via Meraki Dashboard.
  • Provided VPN/DirectAccess troubleshooting and remote access support for hybrid/remote workforce.
  • Supported ERP system user management (e.g., Connect Business) and resolved application-level issues.
  • Managed ITSM workflows using ServiceNow and BMC Remedy, documenting resolutions and following ITIL practices.
  • Performed device compliance checks, MFA troubleshooting, remote wipe, and MDM tasks via Microsoft Endpoint Manager.
  • Executed malware detection/remediation and contributed to Security Operations (SOC) incident handling.

IT Analyst

Tata Consultancy Services
Chennai
07.2020 - 12.2021
  • Analyzed and resolved various system issues including crashes using Windows Debugger.
  • Supported VDI machines and remote access technologies using Cisco AnyConnect.
  • Installed and configured office applications while ensuring customer satisfaction.
  • Worked with Active Directory to manage user accounts and permissions.

Service Desk Engineer

Alchemy Techsol India Pvt Ltd
Chennai
04.2019 - 07.2020
  • Installed and troubleshot Windows OS and client systems.
  • Managed email configuration and domain-related issues.
  • Handled incidents via the ServiceNow ticketing tool.

Customer Centre Officer

Computer Age Management Services (CAMS)
Chennai
08.2015 - 11.2016
  • Handled customer inquiries regarding insurance renewals.
  • Adapted quickly to new environments and supported customer issue resolutions.

Education

Bachelor of Computer Applications (BCA) -

The New College
Chennai

12th Grade -

Measi Matriculation Higher Secondary School
Chennai

10th Grade -

Mar Thoma Matriculation Higher Secondary School
Chennai

Skills

  • Patch Management
  • Microsoft Endpoint Configuration Manager
  • Microsoft Intune administration
  • Mobile Device Management (MDM) / MAM
  • Microsoft Entra ID (Azure AD)
  • Role-Based Access Control (RBAC)
  • Root cause Analysis (RCA)
  • Active Directory user management
  • SLA adherence and resolution
  • Desktop/Laptop/Application support
  • User Management
  • Remote desktop
  • Incident Management
  • Request Management
  • Change Management
  • ITIL process
  • Windows 10/11
  • Windows Server 2016/2019
  • Microsoft SCCM
  • Intune
  • Aternity
  • ServiceNow
  • Remedy
  • Meraki Dashboard
  • VPN
  • DirectAccess
  • DNS
  • DHCP
  • Printer Configs
  • Microsoft Teams
  • OneDrive
  • Outlook
  • SharePoint
  • Endpoint Manager
  • MDM
  • Remote Desktop Tools
  • Exchange Admin Center
  • Quarantine Management
  • Spam Filtering
  • Flexera
  • Snow Software Asset Management
  • Desktop Support
  • End-User Support
  • Technical Support (L1/L2)

Training

  • Microsoft SCCM Training, Udemy
  • Microsoft 365 Messaging Admin Exchange, Udemy

Languages

English
Upper Intermediate
B2
Tamil
Advanced
C1

Timeline

Sr. System Engineer

SCM Infotec
01.2024 - Current

Senior IT Analyst/Acting Tech Lead

Microland
12.2021 - 12.2023

IT Analyst

Tata Consultancy Services
07.2020 - 12.2021

Service Desk Engineer

Alchemy Techsol India Pvt Ltd
04.2019 - 07.2020

Customer Centre Officer

Computer Age Management Services (CAMS)
08.2015 - 11.2016

Bachelor of Computer Applications (BCA) -

The New College

12th Grade -

Measi Matriculation Higher Secondary School

10th Grade -

Mar Thoma Matriculation Higher Secondary School

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