About
IT Help Desk and Endpoint Management professional with enterprise support experience across helpdesk operations, Microsoft 365, Microsoft Intune, Microsoft Entra ID, Exchange Online, Windows endpoint management and end-user support.
Experienced in L1/L2 technical support, Windows device provisioning and deployment, Intune enrollment and policy management, Windows Autopilot, user and device administration, access troubleshooting, VPN support, hardware/software troubleshooting and SLA-driven ticket management.
Former Offshore Support Center Supervisor with experience leading and training a 10-member helpdesk team, managing escalations, monitoring service performance and improving support processes.
Experience
Helpdesk Support Specialist
Crane Worldwide Logistics
Jun 2022 – Jun 2026
•Provided Level 1 and Level 2 technical support through phone, email and remote access for hardware, software, Microsoft 365 and network-related issues.
•Managed Windows device provisioning and deployment using Microsoft Intune, including enrollment, configuration and policy assignment.
•Configured and prepared new laptops using Microsoft Intune and Windows Autopilot.
•Performed user and device administration in Microsoft Entra ID (Azure AD), including account management, group assignments and access troubleshooting.
•Created and managed Shared Mailboxes, Distribution Lists and user accounts in Exchange Online and Microsoft 365 Admin Center.
•Deployed applications, configuration profiles and compliance policies through Microsoft Intune.
•Troubleshot Intune enrollment, synchronization, compliance and policy deployment issues.
•Installed, configured and maintained Windows 10/11 desktops, laptops, applications, printers and peripherals.
•Provided VPN and network troubleshooting support for end users.
•Managed helpdesk tickets against SLA targets and escalated complex issues appropriately.
•Managed users, groups, devices and access permissions through Microsoft Entra ID (Azure AD) and Active Directory.
•Documented technical procedures, knowledge-base articles and troubleshooting guides to improve support efficiency.
•Mentored junior support staff and shared technical knowledge to improve team productivity and service quality.
Microsoft IntuneWindows AutopilotMicrosoft Entra ID
Helpdesk Specialist
Aspire Business Solutions
Feb 2021 – May 2022
•Provided first-level technical support and troubleshooting for hardware, software and network issues.
•Managed and resolved an average of 50+ daily helpdesk tickets while maintaining strong customer satisfaction.
•Collaborated with IT teams to escalate and resolve complex technical problems and improve infrastructure reliability.
Technical SupportHelpdesk TicketingNetwork Troubleshooting
Offshore Support Center Supervisor
Oceaneering International, Inc.
Jun 2015 – Jan 2021
•Supervised daily operations of the offshore support center, ensuring timely issue resolution and high customer satisfaction.
•Led and trained a team of 10 helpdesk specialists, monitored performance metrics and supported SLA achievement.
•Coordinated with onshore teams to manage escalations and implement support-process improvements, reducing incident resolution time by 20%.
•Analyzed support-ticket trends and generated weekly reports to identify recurring problems and recommend preventive actions.
Helpdesk SupervisionTeam TrainingSLA Management
Education
Kurukshetra University
Master of Science · Information Technology
2006
Guru Nanak Dev University
Post Graduate Diploma · Computer Applications
2005
Kurukshetra University
Bachelor's Degree · Computer Applications
2004
Certifications
Cisco Certified Network Associate (CCNA)
Cisco
Skills
VPN SupportActive DirectoryMicrosoft Entra IDKnowledge BaseSLA ManagementTicket ManagementIncident ManagementRemote SupportEnd User SupportL1/L2 Technical SupportIT Help DeskApplication DeploymentCompliance PoliciesConfiguration ProfilesDevice EnrollmentDevice ProvisioningWindows 10/11Windows AutopilotMicrosoft Intune
