Hi, I’m
Faisal Ahmed
Cloud Management & Specialist | Microsoft 365, Intune, SCCM
Bengaluru
Summary
Results-driven IT Infrastructure & Cloud Support Specialist with 9+ years of experience managing Microsoft 365, Intune, SCCM, and hybrid Active Directory environments. Proven track record in enterprise software packaging, deployment, and endpoint lifecycle management across Windows 10/11 environments. Working knowledge of scripting for automation, with stronger focus on Exchange administration, Intune MDM/Autopilot, and AD/Entra ID management. Adept at improving system reliability, reducing deployment times, and strengthening identity/security compliance. Recognized for cross-team collaboration, escalation handling, and delivering measurable improvements in IT service delivery.
Overview
11
years of professional experience
5
Certificates
Work History
Microsoft(Upwork)
Program Manager
04.2025 - 06.2025
Job overview
- Coordinated large-scale rollouts of Microsoft Viva, Teams Premium, and Co-Pilot across enterprise users, ensuring adoption and policy compliance.
- Managed hybrid integrations between Entra ID and on-prem Active Directory, streamlining identity sync for 5K+ users.
- Supported Intune policy deployments, Windows 10/11 updates, and Autopilot enrollment, reducing device provisioning time by 30%.
- Partnered with engineering teams to resolve escalated M365/Hybrid Cloud issues, improving incident closure SLA by 20%.
Sherweb
M365 Reactive Lead
6 2023 - 05.2024
Job overview
- Delivered L2/L3 support for Microsoft 365 services, resolving 100+ escalations monthly across Exchange Online, SharePoint, and Intune.
- Administered Intune MDM for 10K+ endpoints, implementing compliance, conditional access, and automated patching policies.
- Applied basic PowerShell automation to simplify device onboarding tasks, reducing manual workload.
- Strengthened security posture by configuring Entra ID access policies, reducing failed login attempts by 40%.
- Provided support for Azure Virtual Desktop (AVD) sessions and end-user access management.
Infosys
Consultant
11.2022 - 5 2023
Job overview
- Supported enterprise clients in SCCM-based software packaging and deployment, including validation/testing of custom builds.
- Managed hybrid Exchange and M365 environments, improving mail flow and reducing mailbox migration errors by 15%.
- Configured Active Directory & Group Policies to optimize authentication and reduce helpdesk password reset requests by 20%.
- Assisted in endpoint compliance reporting and deployment workflows to strengthen audit readiness.
- Documented SOPs for patching, deployment, and escalation workflows to improve delivery consistency.
Concentrix
Deputy Manager
01.2022 - 09.2022
Job overview
- Managed endpoint provisioning and policy compliance using Intune and Azure Active Directory in hybrid and cloud-native setups.
- Assisted with Azure Virtual Desktop (AVD) deployments, session host troubleshooting, and user access control for enterprise clients.
- Troubleshot user identity and access issues, including MFA, conditional access failures, and directory sync.
Concentrix
Assistant Manager
06.2018 - 12.2021
Job overview
- Managed Intune & Endpoint Configuration Manager (SCCM) for 30K+ devices across global clients.
- Oversaw Windows 10/11 lifecycle management, including imaging, updates, and security baselines.
- Delivered Exchange Online/Hybrid support, reducing downtime incidents by 25%.
- Led BCP/remote work transition during COVID-19, ensuring seamless IT asset movement for 2K+ employees.
- Mentored a 20-member support team, achieving >95% SLA compliance and enabling 30+ internal promotions.
Convergys India Pvt Ltd
Escalation Engineer & TSA
03.2017 - 01.2018
Job overview
- Handled L2 escalations for Windows, AD, and M365-related issues.
- Performed root cause analysis using Event Viewer, MSConfig, and system logs to resolve OS/application failures.
First Source Ltd
Support Associate
07.2016 - 01.2017
Job overview
- Delivered end-user support for AGL Users, and assisted with retention and renewals.
Concentrix Daksh Services
Practitioner
11.2015 - 03.2016
Job overview
- Provided L1/L2 support for LTE and Wifi applications & Devices in Consumer environment.
Foodoxy Inc
Co-Founder & COO
06.2014 - 02.2016
Skills
Endpoint & Cloud Management: Intune, SCCM, Autopilot, Jamf Pro, Windows 10/11
Certification
Agile Project Management with Jira Cloud
Availability
See my work availability
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Available
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Education
Amity University
Bachelor of Computer Applications from AI & ML
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