Amit Kumar
Gurgaon
Summary
Results-driven Administrator – Service Desk with 8+ years of experience in IT operations, enterprise service desk support, and infrastructure administration. Proven expertise in incident management, user support, Windows Server environments, virtualization, and SLA-driven service delivery. Strong collaborator with a track record of maintaining high system availability, resolving complex technical issues, and improving end-user satisfaction.
Overview
10
10
years of professional experience
Work History
Administrator- Service Desk
Microland Ltd
Gurgaon
09.2023 - Current
- Provide Level 1 and Level 2 technical support to enterprise users, ensuring timely resolution of incidents and service requests.
- Log, categorize, prioritize, and track tickets using the service management system in accordance with SLA requirements.
- Perform remote troubleshooting for hardware, software, OS, and network-related issues.
- Conduct root cause analysis for recurring incidents and recommend permanent corrective actions.
- Escalate complex issues to higher support tiers and coordinate resolution efforts.
- Generate service desk performance reports (response time, resolution rate, backlog) to support continuous improvement.
- Collaborate with infrastructure, network, and application teams during major incidents and outages.
- Collect and analyze user feedback to improve service quality and customer satisfaction.
IT Engineer
CORE Outsourcing Services P Ltd
05.2016 - 09.2023
- Administered and supported Windows Server environments (2012/2016/2019) with 99%+ uptime.
- Managed Active Directory users, groups, and Group Policy Objects (GPOs).
- Supported and maintained VMware infrastructure hosting 200+ virtual machines.
- Deployed and configured VMware ESXi hosts and vCenter Server.
- Implemented vSphere clusters with high availability and performance optimization.
- Monitored system performance and performed proactive maintenance to prevent downtime.
- Designed and executed backup and disaster recovery solutions ensuring 99.9% data availability.
- Assisted with server installation, patching, upgrades, and infrastructure migrations.
- Worked closely with cross-functional teams to ensure business continuity and system stability.
Education
Post Graduate - Data Science & AI
IIT Roorkee
12.2025
B.Sc -
Sikkim Manipal University
07-2007
Skills
- Data analysis
- Machine learning
- SQL querying
- Database management
- Technical troubleshooting
- Team collaboration
- User support
Personal Information
Nationality: Indian
Hobbies and Interests
- Interacting with people and spending time with family
- Playing chess
- Meditation
Phone Numbers
- 9870433514
- 9958603064
Timeline
Administrator- Service Desk
Microland Ltd
09.2023 - Current
IT Engineer
CORE Outsourcing Services P Ltd
05.2016 - 09.2023
Post Graduate - Data Science & AI
IIT Roorkee
B.Sc -
Sikkim Manipal University