Desktop Support It

ALEKHYA JALADI

Phone: +1-469-***-**** E-mail: *************@*****.***

PROFESSIONAL SUMMARY

IT Infrastructure & Cloud Professional with 5+ years of experience in desktop support, end-user computing, cloud administration, and ITSM platforms.

Hands-on expertise in Microsoft Azure administration (VMs, Storage, RBAC, Backup, Intune, Autopilot, MFA, Conditional Access).

Skilled in Microsoft 365 management including Exchange Online, Teams, SharePoint, OneDrive, and Intune for enterprise collaboration.

Strong experience with ServiceNow ITSM and BMC Helix in incident, change, request, and CMDB processes.

Delivered 30% improvement in helpdesk response times by automating workflows and ticket routing.

Proficient in SCCM deployment & patch management, supporting 1,000+ endpoints across multiple business units.

Expertise in Windows desktop/server OS troubleshooting (Windows 7/8/10/11, Server 2012–2019).

Applied ITIL best practices to deliver SLA-driven service management in healthcare and enterprise environments.

Strong knowledge of network fundamentals (TCP/IP, DNS, DHCP, VPN, VDI) for troubleshooting connectivity and security issues.

Implemented MFA, RBAC, and conditional access policies, enhancing security posture by 25%.

Experienced in EHR/healthcare IT support, ensuring HIPAA compliance while resolving application and infrastructure issues.

Skilled in asset management, vendor coordination, and lifecycle management of IT equipment/software.

Developed end-user training guides and sessions, reducing recurring incidents by 15%.

Proven ability to resolve 95%+ tickets within SLA while maintaining excellent customer satisfaction scores.

Currently pursuing Master of Science in Information Technology (Webster University, May 2025) to expand expertise in cloud and enterprise infrastructure.

Administer and optimize Azure cloud infrastructure including RBAC, VMs, storage, networking, monitoring, and DR solutions.

Manage Microsoft 365 platform for 500+ users including email, collaboration, license allocation, and endpoint security.

Deliver Tier I & II desktop support for hardware/software issues, VPN, VDI, and enterprise applications.

Deploy and maintain SCCM packages, OS images, and patch updates, ensuring system compliance.

Configure and enforce security policies including MFA, conditional access, and group policies in Azure AD.

Track, resolve, and escalate incidents using ServiceNow/BMC Helix, achieving 95% SLA compliance.

Troubleshoot healthcare EHR applications and ensure HIPAA compliance in handling sensitive data.

Automate routine IT service desk tasks, reducing manual effort and improving team productivity.

Document knowledge bases, SOPs, and technical guides to streamline support operations.

Coordinate with cross-functional teams and vendors for infrastructure upgrades and escalations.

Provide end-user training and onboarding, improving adoption of Microsoft 365 and reducing tickets.

Monitor IT performance metrics and generate reports for process improvement and SLA tracking.

WORK ENVIRONMENT

Cloud & Virtualization: Microsoft Azure (VMs, AD, RBAC, Intune, Autopilot, MFA, Conditional Access, Backup/Recovery), VDI

Productivity & Collaboration: Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Outlook

ITSM Tools: ServiceNow, BMC Helix, Remedy

System & Endpoint Management: SCCM, MDT, WSUS, Imaging Tools (Ghost), RDP, Windows Event Viewer

Networking & Security: TCP/IP, DNS, DHCP, VPN, Session Border Controllers (SBC), Antivirus tools

Operating Systems: Windows 7/8/10/11, Windows Server (2012–2019)

Compliance & Standards: ITIL Framework, HIPAA, SLA-driven IT Operations, DR/BCP strategies

PROFESSIONAL EXPERIENCE

Cloud System Administrator

Nawal Solutions – Dallas, TX Oct 2024 – Present

Administered and secured Azure cloud resources (RBAC, AD, Intune, Backup, Monitoring), maintaining 99.9% uptime and compliance.

Automated incident workflows in ServiceNow/BMC Helix, improving SLA compliance by 20%.

Provided Tier I/II end-user support for desktops, laptops, VPN, and VDI in alignment with ITIL practices.

Optimized Microsoft 365 services (Exchange, SharePoint, Teams, OneDrive, Intune) for 300+ users.

Configured MFA and Conditional Access policies, reducing unauthorized login attempts by 25%.

Implemented device imaging and automation with Intune & Autopilot, cutting deployment time by 30%.

Generated reports on system performance and security compliance for leadership review.

Managed identity and access provisioning via Azure AD and group policies.

Troubleshot escalated issues in network connectivity, VPN, and Office applications.

Coordinated with vendors to resolve escalations and execute upgrades with minimal downtime.

Contributed to disaster recovery (DR) and backup planning, ensuring data resiliency.

Maintained asset inventory and lifecycle management for IT equipment/software.

Environment: Microsoft Azure (VMs, AD, RBAC, Intune, Autopilot, Backup), Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive), ServiceNow, BMC Helix, Windows 10/11, VPN, VDI, ITIL Framework.

Desktop Support Engineer

Saint Vincent Medical Group – Worcester, MA Mar 2023 – Sep 2024

Delivered healthcare IT support for EHR systems and enterprise apps, ensuring HIPAA compliance.

Reduced incident response times by 25% via proactive Azure monitoring and automation.

Administered Office 365 and Intune (user provisioning, license allocation, device compliance).

Resolved 95%+ Tier I/II incidents within SLA, ensuring business continuity for 500+ users.

Troubleshot complex Windows OS, Outlook, VPN, and VDI issues across multiple sites.

Deployed OS and application updates with SCCM and MDT, improving patch compliance.

Enforced Azure AD group policies and access management for secure operations.

Logged, tracked, and closed incidents using ServiceNow/BMC Helix, ensuring SLA adherence.

Collaborated with clinical staff and IT teams to reduce downtime in healthcare workflows.

Supported mobile device management (MDM) with Intune and conditional access policies.

Conducted end-user training sessions, reducing recurring incidents by 15%.

Generated reports on ticket trends, SLA metrics, and security compliance for management.

Environment: Microsoft Azure (VMs, RBAC, AD, Intune), Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), ServiceNow, BMC Helix, SCCM, MDT, EHR Applications, HIPAA Security Standards.

Cloud System Administrator

Signa Tech – India Apr 2020 – Jul 2022

Managed Azure AD, MFA, Intune, Autopilot for 500+ endpoints, strengthening security compliance.

Automated ticket workflows in ServiceNow/BMC, reducing manual effort by 30%.

Built and deployed Windows 10/11 images using SCCM & Intune, cutting onboarding time by 25%.

Troubleshot and resolved advanced OS, VPN, and application issues, improving resolution time by 20%.

Enforced MFA and conditional access, lowering account compromise incidents.

Administered Office 365 services (Exchange, Teams, SharePoint) for enterprise collaboration.

Coordinated with vendors for escalations and infrastructure upgrades.

Maintained knowledge base articles and SOPs, enhancing service desk efficiency.

Generated reports on helpdesk performance, ticket volume, and SLA metrics.

Applied ITIL best practices for incident, change, and asset management.

Supported endpoint compliance with MDM and security policies.

Monitored cloud resource utilization and optimized costs with Azure tools.

Environment: Microsoft Azure (AD, Intune, Autopilot, MFA, Storage), Microsoft 365 (Exchange, Teams, SharePoint), ServiceNow, BMC Helix, SCCM, Windows 10/11, VPN, VDI.

Software Desk Support

Rainbow Children’s Hospital – India Jul 2019 – Mar 2020

Provided IT support for EHR systems and healthcare apps while ensuring HIPAA compliance.

Administered Microsoft 365 (Exchange, Teams, SharePoint, OneDrive) for 200+ healthcare staff.

Deployed and patched OS/apps using SCCM, improving system uptime and compliance.

Delivered remote and onsite troubleshooting for Windows OS, Outlook, and network issues.

Trained end users on healthcare applications and Microsoft 365, reducing IT requests by 15%.

Managed IT asset inventory, ensuring compliance with hospital IT standards.

Supported Azure VM provisioning and patching for healthcare workloads.

Monitored and resolved tickets in ServiceNow, ensuring SLA compliance.

Conducted pre/post-installation validation for system upgrades and patches.

Assisted clinical staff with secure data access while maintaining HIPAA standards.

Created user documentation and SOPs to streamline IT operations.

Collaborated with IT teams on DR planning and backup strategies.

Environment: Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), Azure VMs, SCCM, MDT, ServiceNow, Windows OS (7/8/10), EHR Systems (Epic/Cerner), Active Directory, HIPAA Standards.

EDUCATION

Webster University – St. Louis, MO

Master of Science in Information Technology

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