Saket Aditya
Greater Noida West
Summary
Experienced Senior Technical Lead with comprehensive expertise in leading Support engineers. Expertise in designing, implementing and managing Microsoft Intune and Endpoint management solutions. Proven track record of successful coordination, effective communication, and delivering high-quality technical services. Possesses strong leadership skills, coupled with excellent written and verbal communication abilities. Certified AVD Administrator, Azure Administrator.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
Senior Technical Lead
Concentrix (Convergys)
08.2010 - 12.2023
- Motivated and mentored team Support Engineers/Support Escalation Engineers assisting global English-speaking customers to deliver services exceeding expectations
- Organized and managed Weekly business reviews and Technical Collaboration meetings with clients
- Ensured SLAs are met, and project achieved Quality of Service targets each month
- Set clear objectives with team and evaluated progress against objectives, instilling performance-oriented culture
- Conducted one-on-one sessions with individual team members as well as weekly team meetings
- Provided structured feedback and coaching to team members
- Encouraged team input into procedures and practices, assisting them in developing their ideas
- Provided escalation level for problem support, management, resolution, and communication as appropriate
- Actively worked on customer issues, handled calls, managed cases and escalations.
Education
Bachelor of Computer Applications - Computer Science
Sikkim Professional University
Skills
- Microsoft 365 Endpoint (Intune) Administrator
- AVD Administrator
- Microsoft Azure
- Azure Active Directory (Entra ID)
- Cloud Computing
- AD/ADDS
- Windows
Certification
- Microsoft Certified: Azure Administrator Associate - Microsoft, 12/2023, 12/2024, 7C85C8D0765DA0EC
- Microsoft Certified: Azure Virtual Desktop Specialty, 99CFF22D04B7A705
- Certificate of completion: MD-102 Endpoint Administration - Udemy. Certificate URL: ude.my/UC-2953cb6a-1386-4c09-86d3-2de58ac68508
Roles
- Sr. Technical Lead, 1 yr. 3 months
- Technical Lead, 9 months
- Support Escalation Engineer (Endpoint Admin), 9 months
- Support Engineer (Endpoint Admin), 1 yr. 2 months
- Sr. SME, Technical Tier 3 (Consumer Support), 2 yrs 6 months
- SME, Tier 3 (Consumer Support), 9 months
- Level 3 Escalation Engineer, 2.5 years
- Level 2 Engineer, 2 years
- Level 1 Technical Support, 1.5 years
Technical Expertise
Endpoint Administrator:
Design, implement, and manage Microsoft Intune and Endpoint Manager solutions to ensure secure and efficient device management across the organization. Develop and maintain policies, configurations, and compliance standards for Windows devices, including desktops, laptops, and mobile devices. Create and manage device profiles, applications, and updates to maintain a consistent user experience and ensure software is up-to-date. Monitor and troubleshoot issues related to device enrollment, application deployment, and policy compliance. Collaborate with IT teams and stakeholders to develop and maintain a comprehensive device management strategy, incorporating best practices and industry standards. Stay up-to-date with the latest developments in Microsoft Intune and related technologies, and provide recommendations for improvements and enhancements. Provide technical support and guidance to support engineers, as well as end-users, on Intune-related issues.
AVD Administrator:
- Plan and implement an Azure Virtual Desktop infrastructure (Host pools)
- Plan and implement identity and security
- Plan and implement user environments and apps (FSLogix, MSIX App attach)
Azure Administrator:
- VMs, Entra ID, Storage Accounts, Containers, etc.
Behavioral Skills
- Demonstrated longevity and commitment in previous work.
- Ability to meet targets under pressure and time-bound deadlines.
Personal Information
Title: Experienced Senior Technical Lead
References
Available upon request.
Timeline
Senior Technical Lead
Concentrix (Convergys)
08.2010 - 12.2023
Bachelor of Computer Applications - Computer Science
Sikkim Professional University
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