Saswati Dutta
Durgapur,WB
Summary
Dynamic IT Infrastructure and Technical Support Engineer with over 6 years of experience in delivering enterprise-level support and system administration. Expertise in advanced troubleshooting, root cause analysis, and infrastructure optimization within global environments, ensuring seamless operations. Proven ability to manage critical incidents, oversee user access, and facilitate system integrations using tools such as ServiceNow, Azure AD, Intune, and SCCM. Recognized for enhancing performance metrics, driving SLA adherence, and mentoring team members through complex technical challenges while fostering a collaborative environment that adapts to evolving project demands.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Engineer II – IT Infrastructure
Clean Harbors
08.2023 - 05.2025
- Delivered end-to-end technical ownership of incidents impacting enterprise users, ensuring 95%+ customer satisfaction.
- Performed system-level troubleshooting and root cause analysis across Azure AD, Intune, and Windows environments, reducing recurring issues by 40%.
- Configured and optimized Intune policies, device provisioning, and compliance management to maintain infrastructure health.
- Supported cross-platform integrations between Azure AD, Intune, and SCCM for seamless access and security policy enforcement.
- Ensured SLA adherence above 90%, providing proactive system checks and environment monitoring.
- Administered user and device accounts, resolving authentication, MFA, and access-related escalations.
- Coordinated with vendors and internal teams for hardware lifecycle management, replacements, and compliance tracking.
Senior Analyst
Allstate Insurance
04.2018 - 06.2023
- Delivered advanced IT support for O365, VPN, and endpoint systems, ensuring high availability for on-site and remote users.
- Conducted deep-dive troubleshooting and collaborated with infrastructure teams to resolve recurring technical issues.
- Managed user provisioning and security controls in Active Directory and Azure AD, ensuring compliance and access integrity.
- Analysed ServiceNow data to identify process inefficiencies, reducing ticket misrouting and improving team efficiency.
- Documented knowledge base articles for frequent issues and mentored junior engineers on complex troubleshooting.
- Collaborated with escalation and infrastructure teams to improve incident resolution workflows and reduce turnaround time.
Education
MBA -
Lexicon Institute of Management and Excellence
Pune, MH01.2018
Bachelor of Computer Application - undefined
Sunrise University
01.2015
Skills
- Advanced Technical Troubleshooting & Problem Resolution
- Incident, Change & Escalation Management (ServiceNow, Jira)
- System Configuration & Integration (Azure AD, Intune, SCCM)
- Endpoint & Access Management (O365, MFA, Security Policies)
- Root Cause Analysis & Preventive Maintenance
- KPI & SLA Performance Monitoring
- Process Improvement & Automation (Python, PowerShell)
- Cross-Functional Collaboration & Vendor Coordination
- Data Analysis & Reporting (SQL, SSMS, Excel)
- Wireless networking
- Hardware troubleshooting
- System analysis
- Virtualization technologies
- Operating systems
- Network functionality
- Teamwork and collaboration
- Problem-solving abilities
Accomplishments
- Maintained 98% SLA compliance in resolving critical incidents and performance issues.
- Reduced manual troubleshooting time by 40% through automation and process optimization.
- Provided high-availability support for 1,000+ enterprise endpoints with minimal downtime.
- Partnered in multiple system migration and upgrade projects ensuring secure transitions.
- Recognized for driving knowledge sharing and escalation management across global teams.
Certification
- CompTIA Security+ (SY0-601) – Information Security and Risk Management
- Data Analytics Foundation – Business Analysis & Decision Making
Timeline
Technical Engineer II – IT Infrastructure
Clean Harbors
08.2023 - 05.2025
Senior Analyst
Allstate Insurance
04.2018 - 06.2023
Bachelor of Computer Application - undefined
Sunrise University
MBA -
Lexicon Institute of Management and Excellence
Awards & Recognition
Best Employee of the Month – Clean Harbors (2024): Excellence in P1 closure and automation of recurring issues., Best Employee of the Quarter – Allstate (2022): Recognized for leadership in O365 environment migration and support.