Christopher Francis
Bangalore
Summary
IT Operations Manager | Intune & Azure AD Specialist | Service Delivery Leader
Results-driven IT Operations Manager with over five years of experience in managing and securing enterprise IT environments, with a strong foundation in ITIL practices. Proven ability to lead daily IT operations, support presales initiatives, and facilitate seamless customer onboarding for Managed Services. Recognized for delivering high-quality service to enterprise clients, including globally respected brands.
Highly skilled in Microsoft Intune and Azure Active Directory, with deep expertise in mobile device management (MDM), and mobile application management (MAM). Known for meticulous attention to detail, strong organizational skills, and a proactive approach to IT service excellence. Demonstrates foundational knowledge of Microsoft Azure (AZ-900). Seeking to contribute to a forward-thinking organization where my technical expertise, leadership, and client-focused mindset can drive business success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Operations Manager
Commonwealth Bank of Australia
Bangalore
11.2023 - Current
- Highly skilled in ServiceNow (knowledge base, ticketing, and tracking).
- Executing device enrollment, app deployment, and resolving issues in an Intune environment.
- Identifying, troubleshooting, and resolving IT support issues based on defined troubleshooting scripts and best practices. Executing these activities per defined KPIs.
- Understanding of OAuth, SAML, and OpenID Connect.
- Diagnosing errors using browser dev tools, console logs, and network traces.
- Ability to build and maintain efficient working relationships in a team-based environment.
- Strong troubleshooting techniques and analytical thinking.
- Experience with Windows, Office 365, Active Directory, SCCM, SharePoint 2010, Citrix, messaging and remote connectivity, AD, MFA, MDM, applications, and hardware skill set.
- Experience of working to, and exceeding, targets.
- Managing and maintaining various Microsoft environments (M365 and O365).
- Ensuring effective deployment, configuration, and ongoing management in tune for devices.
- Expertise in Windows, Cloud Endpoint/Microsoft Intune, Azure Active Directory, and other cloud-based services and platforms.
- Experience with ITIL frameworks in the banking sector.
- Expert troubleshooting in bank hardware (TCR, pin pad, printers, scanners, etc.).
- Implementing and managing Intune policies, device profiles, and compliance rules.
- Genesys Tool (incoming and outgoing calls)
- Password resets (Active Directory (QARS), IBM PComm applications).
- Citrix Virtual Desktops, W365, and Azure Access.
- Remote Desktops and Servers (access and troubleshooting).
- Global Protect (Connectivity and Troubleshooting)
Support Technician 2
Oracle - Cerner Healthcare Solutions
12.2021 - 11.2023
- Hands-on experience in Intune, Endpoint, and Azure Portal.
- Implementing and enforcing MDM and MAM policies.
- Configuring and Managing Microsoft Intune for Device and Application Management.
- Collaborating with hardware vendors (Apple, HP, and Lenovo).
- Designing, deploying, and maintaining SCCM infrastructure.
- Managing software distribution, patch management, and OS deployment using SCCM.
- Highly experienced with desktop directory (VDI) and vSphere application.
- Worked on JSM (Jira Service Management) - Jira, Jira 2, Jira 3.
- Worked on Oracle Applications (Mydesktops, Slack, Zoom, Dyn, OIM portal).
- Expert on MAC (setup, troubleshooting, and technical issues)
- Complete knowledge on cloud desktops (VDI).
- Experience with Citrix and Company Portal (on Windows, Mac, and mobile devices (Android and iOS)).
- Worked completely on network troubleshooting with Windows and macOS (DNS, TCP/IP, domains).
Technical Support Engineer (Level 3)
DXC Technology
Bangalore
12.2019 - 12.2021
- Managing profiles and access in Active Directory.
- MS Office and network drive access and troubleshooting.
- Remote Desktops
- Knowledge in Security and Antivirus (Zsecurity)
- Configuring and Managing Intune Policies, Profiles, and Compliance Settings.
- Device enrollment, application deployment, and troubleshooting in an Intune environment.
- Experience with CISCO AnyConnect (Connection and Troubleshooting)
- OKTA (MFA and remote access tool)
- ISL Remote Access Tool.
- SAP and non-SAP applications (passwords, access, and basic troubleshooting)
Education
BCA -
Bangalore, IndiaSkills
- ServiceNow administration
- Intune management
- Active Directory management
- Troubleshooting techniques
- ITIL framework application
- Device enrollment
Certification
- Certificate Award for Java & J2EE from Glovish Technologies
- Oracle Cloud Data Management 2023
- Oracle Cloud Infrastructure 2023
Projects
Jewelry management system
Online Crime File Management system
Languages
- English
- Hindi
- Kannada
- Tamil
Personal Information
Nationality: Indian
Accomplishments
- Certificate of Appreciation for the Star of the Week and Month 2023
- Certification for Top Employer of the Year 2023
Timeline
IT Operations Manager
Commonwealth Bank of Australia
11.2023 - Current
Support Technician 2
Oracle - Cerner Healthcare Solutions
12.2021 - 11.2023
Technical Support Engineer (Level 3)
DXC Technology
12.2019 - 12.2021
BCA -
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