Hasnain Lokhandwala
Technical Specialist | Senior Adminstrator
Mumbai,MH
Summary
Senior System Administrator with 5+ years managing enterprise IT infrastructure, Windows Server Management, identity systems, and endpoint fleets supporting 60,000+ end users. Proven track record administering Active Directory, Entra ID, and Group Policy; leading incident, problem, and change management within ITIL-aligned operations; and delivering secure remote infrastructure access under Zero Trust principles. Skilled in PowerShell automation, Microsoft 365 / Exchange administration, network troubleshooting, and multi-cloud administration (Azure, AWS, GCP). Currently pursuing an M.Sc. in Information Technology alongside Azure AI and Google Cloud certifications.
Overview
6
6
years of professional experience
5
5
Certification
Work History
Technical Specialist — Cloud & Infrastructure
Birlasoft
03.2025 - Current
- Administer systems, identity, and infrastructure operations across a 60,000+ seat global enterprise environment, maintaining SLA-aligned uptime and resolution targets.
- Manage secure remote infrastructure access via BeyondTrust, enabling audited server and endpoint troubleshooting under Zero Trust security architecture.
- Own identity and access administration across Active Directory, Entra ID, and Group Policy — provisioning accounts, managing EUC Portal integration with Microsoft 365 and license management, and handling security group changes, account unlocks, and password resets for the user base.
- Administer Online and On-Premises Exchange Admin Center for mailbox creation/modification and distribution list/ shared mailbox management.
- Lead ServiceNow ticket routing and escalation workflow optimization, improving ITSM process efficiency across the support team.
- Apply incident and problem management practices using AI-driven support analytics (SupAI), identifying 12+ recurring failure patterns and refining triage rules to improve first-contact resolution.
- Monitor IT environment health via NexThink Digital Employee Experience (DEX) platform, enabling proactive support and reduced downtime.
- Administer Media Ocean as SME, managing user access creation, modification, and revocation for 500+ users.
- Mentor and train junior administrators through knowledge base and SOP documentation, reducing recurring ticket volume by 20%
Senior IT Officer (Asset Manager)
Capacit'e Infraprojects
09.2024 - 01.2025
- Delivered L2 desktop and remote support for desktops, laptops, thin clients, printers, scanners, and multi-function devices.
- Centralized CCTV access and monitoring across 50+ locations under a single sign-on, improving security response and reducing troubleshooting time.
- Implemented Zoho Service Desk and Desktop Central, streamlining ticket routing and IT support operations.
- Procured and deployed 200 laptops as per organizational refresh and ageing policy, coordinating rollout with minimal user downtime.
- Streamlined IT asset and application inventory tracking for improved lifecycle management and audit readiness.
Senior IT Support Analyst
VAP Group
12.2023 - 08.2024
- Provided end-to-end IT support and remote troubleshooting across newly established Pune and Bangalore office infrastructure.
- Managed procurement of laptops, printers, software licenses, and applications, ensuring SLA-aligned vendor delivery.
- Negotiated vendor contracts and service-level agreements, delivering measurable cost savings and improved support turnaround.
- Maintained adherence to IT operational standards and organizational policy across multi-location support.
System Administrator
upGrad
11.2020 - 12.2023
- Administered L1/L2 systems support tickets via ManageEngine within established SLAs, escalating complex infrastructure issues as needed.
- Administered network operations including password resets, account unlocking, and Group Policy enforcement using Active Directory and Admin Console.
- Executed exit formalities for employees on their final day of employment, ensuring completion of all necessary steps following a comprehensive checklist, coordinating with HR on seamless employee transitions.
- Managed inventory of 5,000+ IT assets (Windows, MacBooks, iPads, Peripherals, etc), implementing cost-saving procurement strategies.
- Provided technical assistance to stakeholders across all levels, including executive and CXO-level teams.
Education
Master of Science - Information Technology
Mumbai University
05.2026 - Current
Bachelor of Science - Information Technology
Himalayan University
04.2019 - 05.2021
Skills
- L2 Service Desk Support
- Incident Management
- Problem Management
- Change Management
- SLA Management
- Ticketing Systems
- Escalation Handling
- Root Cause Analysis
- Microsoft Intune
- Windows 10
- Windows 11
- MacOS
- Jamf
- End User Computing
- SCCM
- Remote Desktop Support
- Zoho Assist
- BeyondTrust
- Secure Remote Access
- Audit Trails
- Fortinet VPN
- Okta VPN
- Active Directory
- Entra ID
- Azure AD
- Group Policy
- IAM
- Zero Trust Security
- Google Workspace Administration
- Microsoft 365 Administration
- Teams
- SharePoint
- OneDrive
- Online Exchange Admin Center
- On-prem Exchange Admin Center
- Network Troubleshooting
- Firewall
- Endpoint Security
- PowerShell Scripting
- AWS
- Azure AI
- GCP
- OpenAI
- Asset Lifecycle Management
- IT Procurement
- Vendor Management
- License Management
- IT Audits
- Time Management
Certification
- Certified Nexthink Associate in IT Support — Nexthink
- Microsoft Certified: Azure AI Fundamentals (AI-900)
- AWS Certified Cloud Practitioner (CLF-C02)
- Cyber and Mobile Security Certificate — ATS Infotech
- Navigating ITIL and ITSM - Coursera
Technical Skills
L2 Service Desk Support, Incident/Problem/Change Management, SLA Management, Ticketing Systems (ServiceNow, Zoho ManageEngine), Escalation Handling, Root Cause Analysis, Microsoft Intune, Windows 10/11, macOS / Jamf, End User Computing, SCCM (exposure), Remote Desktop Support (RDP, Zoho Assist, BeyondTrust), Secure Remote Access with Audit Trails, Fortinet VPN, Okta VPN, Active Directory, Entra ID / Azure AD, Group Policy, IAM, Zero Trust Security, Google Workspace Administration, Microsoft 365 Administration (Teams, SharePoint, OneDrive), Online and On-prem Exchange Admin Center, Network Troubleshooting, Firewall, Endpoint Security, PowerShell Scripting, AWS, Azure AI, GCP, OpenAI, Asset Lifecycle Management, IT Procurement, Vendor Management, License Management, IT Audits, Time Management
Projects
- Automated password reset policy using Google Workspace, reducing manual L1 ticket volume.
- Implemented 2-step verification across the organization to strengthen account security posture.
- Integrated NAS (Network Attached Storage) with domain infrastructure for centralized, access-controlled file storage.
- Deployed biometric access control and CCTV surveillance integration for physical security monitoring.
- Achieved Green IT Certification by eliminating 239 kgs of e-waste through optimized asset lifecycle management.
Timeline
Master of Science - Information Technology
Mumbai University
05.2026 - Current
Technical Specialist — Cloud & Infrastructure
Birlasoft
03.2025 - Current
Senior IT Officer (Asset Manager)
Capacit'e Infraprojects
09.2024 - 01.2025
Senior IT Support Analyst
VAP Group
12.2023 - 08.2024
System Administrator
upGrad
11.2020 - 12.2023
Bachelor of Science - Information Technology
Himalayan University
04.2019 - 05.2021