Summary
Overview
Work History
Education
Skills
Websites
Certification
Travelling
Timeline
Generic
Abhishek Kumar Upadhyay

Abhishek Kumar Upadhyay

IT Infra & System Administrator
Greater Noida West,Uttar Pradesh

Summary

IT Infrastructure & System Administrator with 8+ years of experience spanning end-user support, IT operations, and global infrastructure management across industries including logistics, telecom, education, and consulting. Skilled in Windows Server administration, Active Directory, Exchange Online, Office 365, SCCM, Azure, Citrix, VMware, and ITIL-based service delivery. Strong background in cloud migrations, endpoint security, asset/license management, and ISO 27001-compliant infrastructure. Experienced in managing global IT projects, vendor coordination, and cross-functional incident resolution. Proven ability to implement automation, improve service workflows, and deliver cost-efficient IT solutions across international sites.

Overview

9
9
years of professional experience
7
7
Certifications

Work History

Desktop Support Officer → System Administrator Level 2

Australian Council for Educational Research (India)
New Delhi
05.2022 - Current
  • Managed global IT infrastructure (India, Australia, Dubai, UK, Sydney) incl. servers, racks, Cisco Meraki WAN/APs, ISO 27001 compliance.
  • Led Azure migrations (laptops, file servers, OneDrive, SharePoint); deployed Automox in UK; configured 250+ marking machines in Sydney.
  • Administered AD (DNS, LDAP, Kerberos, SSO, MFA); deployed patches/software via SCCM, GPOs, PMPC; managed O365 licenses (E1/E3/E5, CoPilot, Project, Visio, Adobe, SPSS, NVivo).
  • Implemented ITAM (AssetSonar, Zendesk); managed global IT assets, procurement, vendor negotiations, and license renewals.
  • Applied ITIL 4 (Incident, Problem, Change, Knowledge Mgmt) in Zendesk; contributed to CSI initiatives.
  • Migrated VPN (Pulse Secure → Ivanti); worked with Cisco ASA/ASDM, Darktrace, Forcepoint, LAPS, Azure Info Protection; network monitoring with Wireshark, PuTTY.
  • Delivered key projects incl. overseas server room setups, Yealink rollout, MyHub (Teams/SharePoint) integration, O365 troubleshooting, and on-site support in Sydney & Melbourne.

Senior Associate L1.5 – Remote Resolution Team

NTT Data Services
12.2020 - 04.2022
  • Provided L2 support resolving P3/P4 tickets on Footprints, ensuring ITIL compliance (Incident/Problem/Change Mgmt).
  • Prepared daily production reports (Day-End, Hourly, SLA, Ageing) for client HMH.
  • Resolved issues with Citrix apps (Epic, RDP, GCP), XenDesktop, and Virtual Machines.
  • Managed user access via Citrix Director, VMware Director, Quest, and CyberArk.
  • Supported AirWatch enrollment (Android: Hub, Tunnel, Gmail, VM setup).
  • Provided device support (Chromebooks, Windows, MacBooks, Honeywell & handheld scanners).
  • Assisted with Epic app, Cisco AnyConnect, file server, and Zscaler troubleshooting.

Senior Analyst

British Council
09.2018 - 12.2020
  • Managed user accounts on Active Directory (creation/deletion via ZZ_template) and mailbox provisioning on Exchange (on-prem & Online).
  • Performed kit power checks with ITMs for global outages; engaged in P1 bridge calls with ISPs & Incident teams.
  • Deployed software packages via SCCM (versions 1802 & 1806).
  • Monitored & responded to security alerts using SIEM.
  • Coordinated with vendors, users, and L2/L3 teams for incident resolution.
  • Ensured SLA compliance, tracked resolution times & ticket aging in ServiceNow.
  • Administered ADCS, GPOs, and backups with System Center 2012 R2 DPM.
  • Configured Okta for SSO & MFA.
  • Installed, migrated & administered Windows Server 2012–2016. Managed Lync Server for Skype account creation, deletion & password resets.

Senior Practitioner

Concentrix Technologies
01.2018 - 09.2018
  • Utilized ServiceNow ticketing tools to manage and resolve end-user issues and service requests.
  • Provided guidance to Tier 1 support on network-related issues reported by end users, and escalated critical cases to the Tier 2 support team with proper documentation.
  • Administered MS Office activation for consultants, including both enterprise license online activation and offline key-based activation.

IT Analyst

HCL Technologies
08.2016 - 09.2017
  • Supported CEVA apps (OFS, MOFS, CEVA Matrix®, ONEView, myCEVA) – login, password & interface issues.
  • Provided end-user support via Skype, Outlook 2013, and CISCO IP phones.
  • Managed incidents using Remedy ticketing tool.
  • Administered AD accounts (creation, access permissions, lockouts).
  • Handled device/software installation & network printer troubleshooting.
  • Resolved MS Office issues (OST/PST recovery, account lockouts).

Education

B.tech -

AKTU
Greater Noida
01.2016

12th - Science

CBSE
Noida
01.2012

10th - Science

CBSE
Noida
01.2010

Skills

  • Skills & Tools
    Ticketing: Remedy, ServiceNow, Zendesk Communication: Skype, Outlook, Teams OS/Servers: Windows Server, ADDS, FSMO, GPOs, Trusts, LDAP, Kerberos, Exchange Identity Mgmt: Quest Active Roles, Okta, CyberArk, Zscaler Endpoint Mgmt: SCCM, AirWatch, VMware, Citrix Cloud: Azure, O365, SharePoint Security: SIEM, Cisco ASA, Darktrace, Forcepoint, Wireshark Apps: CEVA Matrix, Epic, GCP Reporting/ITIL: SLA, ITIL v4 Hardware: Dell servers, Cisco switches, printers

Certification

ITIL4 Foundation (Completion Certificate) – NTT Data Services

Travelling

Enjoys traveling, exploring diverse cultures, and adapting to new environments—building strong interpersonal and problem-solving skills.

Timeline

Desktop Support Officer → System Administrator Level 2

Australian Council for Educational Research (India)
05.2022 - Current

Senior Associate L1.5 – Remote Resolution Team

NTT Data Services
12.2020 - 04.2022

Senior Analyst

British Council
09.2018 - 12.2020

Senior Practitioner

Concentrix Technologies
01.2018 - 09.2018

IT Analyst

HCL Technologies
08.2016 - 09.2017

B.tech -

AKTU

12th - Science

CBSE

10th - Science

CBSE

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Abhishek Kumar UpadhyayIT Infra & System Administrator