Resume System Administrator in India Bengaluru

nfosys BPM Technical Process Specialist Jul 2025 – Nov 2025 Provided enterprise L2 technical support in SLA-driven environments. Resolved infrastructure and application incidents for global users. Maintained 95%+ SLA compliance while handling high-volume ServiceNow tickets and escalations. Troubleshot Active Directory, Microsoft 365, VPN connectivity, and enterprise user access issues. Supported account management, password resets, and access-related requests. Collaborated with cross-functional teams to ensure timely issue resolution. Accenture SW/App/Cloud Tech Support Practitioner Jul 2022 – Oct 2023 Delivered L1/L2 application and infrastructure support for global enterprise clients. Resolved AWS and Azure-related incidents and service requests. Supported user authentication, access management, and performance troubleshooting. Managed ServiceNow incident queues and ensured SLA compliance. Assisted users with Microsoft 365 applications and cloud-based services. Documented resolutions and contributed to continuous service improvement. JoulestoWatts Business Solutions Pvt Ltd Technical Support Dec 2021 – Jun 2022 Delivered L1/L2 technical support for hardware, software, and network-related issues. Diagnosed and resolved desktop, application, and connectivity problems. Managed incident tickets and maintained SLA targets. Collaborated with internal teams to resolve escalated technical issues. Maintained detailed documentation of incidents, solutions, and troubleshooting procedures. Enhanced user satisfaction through prompt issue resolution and effective communication. IBM Technical Support Representative, GTS Delivery & Integrated Operations May 2020 – Nov 2021 Provided international remote desktop and infrastructure support for enterprise users. Resolved Windows OS, Active Directory, Outlook, and Microsoft 365 issues. Performed password resets, account unlocks, and user access administration. Troubleshot network connectivity, VPN, and application-related incidents. Maintained strong First Contact Resolution (FCR) and customer satisfaction ratings. Documented incidents and collaborated with higher-level support teams when required. Freelance Writer, Author & Content Creator Nov 2023 – Present Created articles, blogs, social media content, and digital marketing materials for clients. Authored published books including Unsaid Goodbye To My Unforgettable Father and Fragile Wings. Managed content strategy, editing, proofreading, and client communications. Developed strong written communication, project management, and stakeholder engagement skills.

Bachelor Of Arts

IT Support & Service Desk L1 & L2 Technical Support End User Support Remote Desktop Support Incident Management Problem Management Service Request Fulfillment SLA Management First Contact Resolution (FCR) IT Service Management (ITSM) ServiceNow Ticket Management Microsoft Technologies Microsoft 365 Microsoft Outlook Microsoft Teams OneDrive Windows 10 & Windows 11 Windows Server Fundamentals Active Directory Azure Active Directory (Azure AD) Microsoft Entra ID (Exposure) User Account Management Group Policy Administration Password Resets & Account Unlocks Cloud & Infrastructure AWS Support Microsoft Azure Support Cloud Application Support Infrastructure Support VPN Configuration & Troubleshooting Identity & Access Management (IAM) User Provisioning & Deprovisioning Networking TCP/IP Fundamentals DNS DHCP LAN/WAN Concepts VPN Connectivity Network Troubleshooting Wi-Fi Troubleshooting Network Monitoring Hardware & Software Support Desktop Support Laptop Support Printer Support Software Installation & Configuration Hardware Troubleshooting Application Support Operating System Troubleshooting Device Setup & Deployment Security & Administration Access Management User Authentication Support Security Incident Reporting Endpoint Security Awareness Identity Management Compliance Awareness Documentation & Knowledge Management Professional Skills Customer Service Excellence Stakeholder Management Technical Troubleshooting Analytical Thinking Problem Solving Critical Thinking Communication Skills Time Management Team Collaboration Adaptability Process Improvement Documentation Training & User Guidance Escalation Handling Multitasking Content & Business Skills Content Writing Technical Writing Copywriting Social Media Content Creation Editing & Proofreading Client Relationship Management Project Coordination Event Management Customer Relationship Management Certifications Microsoft 365 Fundamentals Azure Fundamentals (AZ-900) ITIL Foundation Knowledge Human Rights Education Fundamentals of Event Management Basics in French Languages English — Fluent French — Basic

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Dear Hiring Manager, Some people see a locked account, a printer that refuses to print, or a VPN that suddenly stops working and think, "What now?" I see a challenge waiting to be solved. I'm excited to apply for this opportunity because technology and helping people have always gone hand in hand for me. Over the past four years, I've built my career supporting users, troubleshooting technical issues, and ensuring business operations run smoothly through roles with IBM, Accenture, JoulestoWatts Business Solutions, and Infosys BPM. My experience includes Active Directory administration, Microsoft 365 support, VPN troubleshooting, Azure and cloud support, ServiceNow ticket management, user onboarding and offboarding, and resolving infrastructure and application incidents in fast-paced enterprise environments. Whether it's a simple password reset or a critical system issue, I enjoy finding solutions and making technology less stressful for users. What makes me different is that I'm not just an IT professional. I'm also a published author, content creator, and animal advocate. These experiences have strengthened my communication skills, creativity, patience, and ability to connect with people from diverse backgrounds—qualities that are just as important in IT support as technical knowledge. I thrive in environments where I can learn, grow, and contribute to a team's success. I'm open to relocation, enthusiastic about international opportunities, and excited about the possibility of bringing both my technical expertise and positive attitude to your organization. Thank you for taking the time to review my application. I would welcome the opportunity to discuss how my skills, experience, and passion for technology can contribute to your team. Kind regards, Rene Samuel