SAI ANOOP's Resume

SAI ANOOP

Service desk Engineer

Nationality

Service desk Engineer
Equipment Share
2024.05-Current
(2 years)
(2 years 2 months) • Standardized endpoint deployment across a 500+ device fleet by building and maintaining SCCM task sequences and Intune enrolment policies cutting average device provisioning time from 3 hours to under 45 minutes and achieving zero imaging failures across 3 consecutive hardware refresh cycles. • Engineered Group Policy Objects (GPOs) enforcing security baselines, software restrictions, and user configuration standards across all Windows 10/11 endpoints reducing policy-related support tickets by 35% and achieving 100% compliance on the organization's next internal security audit. • Led the migration of 300+ endpoints from on-premises Active Directory to Azure AD hybrid join with Intune MDM management completing the project 2 weeks ahead of schedule with zero user-impacting downtime across production departments. • Owned patch management lifecycle for 500+ endpoints using SCCM and Windows Update for Business maintaining 95%+ patch compliance within 7 days of release and eliminating the critical vulnerability backlog that had accumulated prior to role entry. • Executed SQL and MySQL queries against the SCCM reporting database and ServiceNow CMDB generating weekly endpoint compliance dashboards, hardware lifecycle summaries, and software license utilisation reports across the 500+ device estate, giving IT leadership data-driven visibility into patch status, asset refresh needs, and vulnerability closure rates. • Built and deployed PowerShell automation scripts for software installation, registry remediation, and user profile cleanup saving the desktop team 15+ hours per week of manual intervention and eliminating recurring repeat incidents across 20+ known issue categories. • Reduced mean time to resolve (MTTR) for Tier 2 escalated tickets by 40% by building structured diagnostic runbooks and deploying remote troubleshooting tooling that enabled engineers to resolve 80% of escalations without requiring a physical desk visit.
Desktop Technician
UMTech Service Desk
2023.02-2024.04
(a year)
(1 year 3 months) • Served as the primary Level 1 and Level 2 support contact for 3,000+ faculty, staff, and student users maintaining a first-call resolution rate of 87% across a high-volume ticket queue averaging 50+ incidents per day. • Reduced repeat tickets for the 10 most common recurring issue types by 45% by authoring structured knowledge base articles and troubleshooting decision trees that enabled Level 1 agents to resolve without escalation. • Deployed and configured 200+ Windows 10/11 and macOS endpoints at the start of each academic semester completing full cohort deployments within a 5-day imaging window with zero post-deployment support escalations attributable to build quality.
Desktop Engineer & Technician
Accenture
2021.05-2022.07
(a year)
(1 year 3 months) • Deployed and maintained Windows desktop and laptop environments for 1,000+ enterprise users across multiple client engagements achieving a 99.5% on-time device delivery rate and maintaining hardware fault rates below 2% through structured preventive maintenance scheduling. • Executed SCCM-driven software packaging and deployment for 30+ enterprise applications reducing failed deployment rates from 12% to under 2% through pre-deployment testing frameworks and staged rollout sequencing across pilot and production rings. • Led Active Directory user lifecycle management including account provisioning, OU management, GPO troubleshooting, and access control reviews processing 200+ monthly change requests with 100% SLA compliance and zero access-related security incidents during tenure. • Executed SQL and MySQL queries against SCCM reporting databases and the ServiceNow CMDB generating monthly patch compliance reports, failed deployment audit logs, and hardware inventory lifecycle summaries across 1,000+ managed devices, enabling client IT managers to prioritise remediation and validate SLA adherence. • Supported enterprise VPN and remote access infrastructure troubleshooting for 500+ remote workers during the COVID-19 transition maintaining a 90% + same-day resolution rate for connectivity escalations during a period of 3x normal ticket volume. • Configured basic perimeter firewall rules and ACLs in coordination with the network security team ensuring desktop traffic policies aligned with corporate security baselines without creating end-user connectivity disruptions. • Applied AI-assisted diagnostic tooling during complex incident investigations using log correlation and AI-driven pattern-matching to accelerate root cause identification on multi-system failures, reducing MTTR on escalated incidents across 6 consecutive delivery quarters.