Narayan Singh Tomar

Key Responsibilities Infrastructure Operations & Team Management Endpoint & Security Management Process, Documentation & Business Continuity SaaS Tools & User Lifecycle Management

• Over 5 years of experience in IT Cloud Administration and Global IT Operations across 30+ countries (Australia, New Zealand, Singapore, Hong Kong, Dubai, and the US).
• Proven expertise in IT Project Delivery, End-User Support, Infrastructure Management, and IT Operations.
• Skilled in administration and troubleshooting for:
• Microsoft 365, Teams, SharePoint, and Google Workspace
• MDM Platforms (Intune, JumpCloud, Chrome Device Management)
• Odoo ERP, VoIP (Dialpad, SIP Trunk), Cloud Backup, and VPN Administration
• Active Directory / Azure AD, SCCM, Windows Autopilot, and Endpoint Security (Sophos, Bitdefender)
• Proficient with Employee Monitoring Tools (We360.ai, DeskTime), Email Security, Web Filtering, and CloudM for signature and delegation management.
• Lead a team of 5 IT professionals across L1/L2 Support, Service Desk, and IT Operations.
• Delivered enterprise-level support for clients including HCL, Atos, Medtronic, Wipro, and Johnson & Johnson.
• Experienced in data center activities such as console, router, switch, and UPS replacements.
• Hands-on with ITSM tools — ServiceNow, Freshdesk, Odoo, and CMDB.
• Strong in IT budgeting, audits, vendor coordination, and technology implementation.
• Recognized for process optimization, SLA compliance, and providing VIP/senior leadership support.
• Managed network infrastructure with ISPs (Tata, Airtel) using TP-Link routers, switches, NVRs, and Omada Portal.
• Coordinated employee onboarding/offboarding with HR — including training, induction, and asset assignment.
• Conducted weekly reviews with management and stakeholders to plan IT actions and implement new technologies.
• Performed IT asset audits using Odoo Asset Tool and published reports on tool utilization and inactive accounts for cost optimization.
• Managed website hosting, domains, and WordPress administration.
• Administered Zoho People and Zoho Vault for HR and password management.
• Assigned and managed licenses for GSuite, Microsoft 365, Dialpad, and other SaaS platforms.
• Oversaw email and ticket monitoring, ensuring compliance with company IT policies and standards.
• Lead and mentor L1 IT Support Engineers, ensuring SLA and KPI compliance.
• Manage the IT asset lifecycle — procurement, deployment, inventory, and decommissioning.
• Handle vendor management for hardware, SaaS, and IT services.
• Oversee incident, problem, and change management using ITSM platforms.
• Manage video conferencing solutions (Zoom, Google Meet, Microsoft Teams) and related hardware (Logitech, Poly, Crestron).
• Provide VIP/executive technical support during board meetings and business events.
• Administer Windows, macOS, and mobile devices using MDM solutions (Intune, Jamf, SCCM).
• Enforce security policies — MFA, SSO, encryption, patching, and endpoint protection.
• Collaborate on compliance, IT audits, and vulnerability management.
• Ensure timely deployment of OS updates, patches, and software upgrades.
• Coordinate with vendors for asset procurement and cloud tool management globally.
• Develop and maintain SOPs, onboarding guides, and IT documentation.
• Implement self-service tools to reduce repetitive support requests.
• Support Business Continuity Planning (BCP) — backups, recovery testing, and uptime monitoring.
• Track IT performance metrics and prepare reports for leadership.
• Administer and optimize SaaS applications (Google Workspace, Microsoft 365, Slack, Zoom, Notion, Atlassian).
• Manage license provisioning, renewals, and cost optimization.
• Oversee employee onboarding/offboarding — account creation, access management, training, and deactivation.

Maintain accurate user and asset records, ensuring synchronization with HR systems.

Project Transition Lead – IT Managed Services
Client Location: Dubai
Employer Transfer: Axiom Technologies → ATS IT Solutions

• Led the successful transition of an IT managed services project from the outgoing vendor (HCL) to our internal team, ensuring seamless knowledge transfer and operational continuity.
• Acted as the primary support lead for a 25-member team, overseeing technical onboarding, workflow stabilization, and end-user support strategy.
• Coordinated closely with the client and internal stakeholders to maintain customer engagement and satisfaction throughout the transition period.
• Managed transition documentation and asset inventory handover, aligning with SLA requirements and compliance standards.
• Provided advanced support to both standard end users and VIP stakeholders, ensuring prompt issue resolution and personalized service.
• Utilized a range of enterprise IT tools including Microsoft 365, ServiceNow, Intune, Azure Active Directory, NextThink, and in-house asset management systems.
• Achieved successful delivery and stabilization of services post-transition, contributing to long-term client retention and operational excellence.

Key Responsibilities:

• Planned and coordinated UPS shutdown activities in collaboration with the Electrical Team.
• Managed Cisco router and switch replacement projects with the Network and Cisco Teams.
• Handled weekly asset management tasks, including Missing Asset, RTS, and In-Stock Report updates and remediation processes.
• Supported new IT project requirements — planning, scheduling, reviewing, and monitoring deliverables to ensure timely completion.
• Owned and delivered IT initiatives and services across multiple business units — Finance, HR, Payroll, Architecture, Business Development, and Interior departments.
• Performed system administration, data backup and restoration, and system performance monitoring to ensure smooth IT operations.
• Allocated specific roles and responsibilities within the IT team and coordinated across Wintel, Network, and Service Desk teams.
• Worked with management, internal IT teams, and external vendors/partners to maintain efficient and secure IT infrastructure.
• Provided end-user support through ServiceNow for issues related to Outlook, Internet connectivity, VPN, system imaging, and other day-to-day technical incidents.

Technical Skills & Responsibilities

• Hardware Support: Assembling, installation, and troubleshooting of laptops and desktops.
• Operating Systems: Installation and troubleshooting of Windows XP, 7, 8, 10, 11, and Windows Server (2012, 2016, 2019, 2022 R2).
• Email & Collaboration Tools: Configuration and troubleshooting of Office 365 Outlook (.PST & .OST), Gmail, IBM Notes, and email protocols (POP3, IMAP, SMTP).
• Networking:
• Working in LAN & WAN environments with routers, switches, and firewalls.
• Configuration and troubleshooting of Cisco, Fortinet, TP-Link, D-Link, MikroTik, and Tenda devices.
• Knowledge of DNS, DHCP, Active Directory (user management, domain join, password reset, drive mapping, and security permissions).
• Server Management: Experience with AD Server, File Server, KeePass Server, and Backup Servers (Assay CBS/Backup Chain, NAS).
• Security & Backup: Knowledge of antivirus and firewall solutions (Sophos, McAfee), HDD wipe logs, and VPN connectivity troubleshooting.
• Application & Software Support:
• Installation and troubleshooting of MS Office, PDF tools, browsers (Chrome, Edge, IE), and Java/.NET frameworks.
• Troubleshooting of Kiosk Machines, E-Notice Boards, and Smart Class setups.
• Virtualization & Remote Tools: Basic understanding of VMware Horizon Client.
• Experience with remote access tools such as AnyDesk, MSRA, MSTSC (RDP), and RMM tools (Remote Monitoring & Management).
• VoIP & Communication Systems: Configuration and troubleshooting of Cisco IP Phones, Avaya, softphones (Zoiper, Siptalk, VoIP Smart PABX), and PRI/ISP networks (TATA, Airtel, Elysium, NBN).
• Meeting & Collaboration Platforms: Hands-on experience with Microsoft Teams, Zoom, Cisco WebEx, Skype, and Google Meet.
• Ticketing Tools: Worked with ServiceNow, MyIT, Freshdesk, Remedy, and Resolve IT.
• Data Center Support: Knowledge of switches, routers, MUX, and network cabling in data center environments.

System Policies: Knowledge of Local Group Policy configuration and management.

• Provided end-user IT support for hardware, software, VPN, Outlook, and system issues.
• Installed, configured, and troubleshooted desktops, laptops, routers, switches, and printers.
• Managed tickets through ServiceNow, ensuring timely resolution and SLA compliance.
• Supported network operations including LAN/WAN, VLAN setup, and connectivity monitoring.
• Assisted in router/switch replacement, UPS maintenance, and system upgrades with the network team.
• Handled user account management, backups, patch updates, and security compliance.
• Coordinated with vendors and ISPs (Airtel, Tata) for internet and service-related issues.
• Maintained IT asset inventory, stock reports, and participated in audit and remediation processes.
• Supported IT projects, infrastructure maintenance, and daily operations across teams.