Chess
Hi, I’m
Festus Freeman
Cloud & Infra Engineer
Navi Mumbai
Summary
Experienced Cloud & Infrastructure Engineer with over 4 years in End-User Support and infrastructure deployments. Led cloud identity migrations from AD to Azure AD and managed high-volume ticket audits. Focused on operational efficiency and SLA compliance while delivering scalable IT solutions for global teams.
Overview
5
Languages
1
Certification
5
years of professional experience
Work History
Dentsu Inc. (Payroll: Birlasoft Limited)
Cloud and Infra Engineer
04.2025 - Current
Job overview
- Leveraged Okta Admin, Okta Verify, and Azure AD to administer enterprise identity and access workflows, resolve complex MFA issues, and manage user lifecycles.
- Provided seamless remote EUS coverage and high-tier engineering support for APAC international hubs (including Singapore and Vietnam) during local engineer absences, safeguarding regional SLAs.
- Executed end-to-end Joiner, Mover, Leaver (JML) ticketing workflows, and delivered white-glove VIP technical support for high-stakes executive conference meetings in VC rooms.
- Conducted ticket quality audits for EUS incidents across PAN India, ensuring compliance with documentation standards and SLA timelines.
- Analyzed ticketing data to generate performance reports for Weekly Status Reports (WSR), enhancing operational visibility for regional leadership.
- Conducted rigorous ticket quality audits for EUS incidents across PAN India locations, ensuring strict compliance with documentation standards, proper resolution notes, and SLA timelines.
- Analyzed ticketing data to generate performance reports for Weekly Status Reports (WSR), providing regional leadership with clear visibility into operational health.
- Spearheaded onboarding and technical training for incoming local EUS team members, accelerating their time to productivity, and ensuring alignment with global runbooks.
- Authored the comprehensive master technical runbook based on global KT sessions, successfully driving the presentation to secure formal client sign-off.
- Executed Joiner, Mover, Leaver (JML) ticketing workflows while providing VIP technical support for executive conference meetings in VC rooms.
- Utilized JAMF Pro/Portal for centralized macOS administration, managing Mac endpoint configurations, software deployments, and compliance policies.
- Supported secure remote connectivity using Ivanti VPN, troubleshooting split-tunneling anomalies, gateway authentication errors, and endpoint connection issues.
- Integrated Aisera AI tools into daily service workflows, leveraging AI-driven automation to accelerate incident triage, deflect common requests, and improve overall first-contact resolution rates.
Aditya Birla Management Corporation Pvt. Ltd (Payroll: Birlasoft Limited)
Cloud & Infra Engineer
10.2022 - 04.2025
Job overview
- Managed IT asset inventory, including hardware and software, ensuring accurate records and compliance with company policies.
- Utilized CrowdStrike for antivirus monitoring and device compliance enforcement, ensuring all local endpoints adhered to corporate security policies before accessing the network.
- Acted as the critical "hands and feet" on-site technical support for an SD-WAN deployment, executing hardware installation, physical patching, and conducting comprehensive pre- and post-installation validation testing.
- Coordinated the deployment and testing of a new Internet Leased Line (ILL) in close alignment with the NOC and SOC teams, optimizing network bandwidth, and ensuring high-availability failover.
- Managed end-to-end data preservation workflows during user transitions (JML), mitigating data loss risks during laptop deployments, data backups, and organization exit processes.
- Spearheaded IT asset disposition project, auditing and securely decommissioning 15 years of legacy hardware in compliance with e-waste policies.
- Partnered with the NOC and external vendors to execute an Avaya IP phone installation, managing physical deployment, extension provisioning, and localized connectivity troubleshooting.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Coordinated deployment and testing of new Internet Leased Line (ILL) with NOC and SOC teams, optimizing network bandwidth and ensuring high-availability failover.
- Collaborated on an enterprise identity migration from Active Directory (AD) to Azure AD, ensuring seamless user authentication, and minimal downtime.
Accion Labs India Pvt Ltd (Payroll: Innovative Digitech Services)
Desktop Support Engineer
06.2021 - 10.2022
Job overview
- Provided desktop support for over 340 corporate users, ensuring timely and effective resolution of technical issues.
- Documented support activities, including issue resolution steps and user feedback, to enhance future support processes.
- Coordinated with team members to escalate and resolve complex technical problems, minimizing disruption to business operations.
- Provided support for Microsoft products, including Windows OS, Office Suite, and other enterprise applications.
- Conducted regular system maintenance and updates, ensuring all desktops were secure and up-to-date with the latest patches and antivirus definitions.
- Maintained detailed documentation of support activities, including issue resolution steps and user feedback, to improve future support processes.
Education
Sanpada College of Science And Technology - Mumbai UniversityNavi Mumbai, India
Bachelor of Science from IT
05-2021
Sanpada College of Science and technology - Maharashtra State BoardNavi Mumbai, India
12th
02-2018
St. Xavier's High School - Maharashtra State BoardNavi Mumbai, India
10th
03-2016
Skills
Project management
Project execution
Performance monitoring
System troubleshooting
Technical reporting
Root-cause analysis
Technical writing
Time management
Team collaboration
Certification
AZ - 104
Interests
Guitar
Timeline
Cloud and Infra Engineer
Dentsu Inc. (Payroll: Birlasoft Limited)
04.2025 - Current
Cloud & Infra Engineer
Aditya Birla Management Corporation Pvt. Ltd (Payroll: Birlasoft Limited)
10.2022 - 04.2025
Desktop Support Engineer
Accion Labs India Pvt Ltd (Payroll: Innovative Digitech Services)
06.2021 - 10.2022
St. Xavier's High School - Maharashtra State Board
10th
Sanpada College of Science and technology - Maharashtra State Board
12th
Sanpada College of Science And Technology - Mumbai University
Bachelor of Science from IT