Technical Project Manager IT Support & Cloud

AMIT OJHA

Sr. Lead – IT Support & Services Infrastructure & Cloud Operations ITSM & Service Delivery ****.****@*******.*** ***********@*****.*** +91-978**-***** Jaipur, Rajasthan, India linkedin.com/in/amitaojha PROFESSIONAL SUMMARY

Results-driven IT professional with 14+ years of enterprise experience in IT Support, Infrastructure, and Service Operations. Proven expertise delivering L2/L3 technical support across Windows environments, Microsoft 365, Azure AD/Entra ID, networking

(LAN/WAN, VPN, DNS, DHCP), and endpoint management. Strong track record in ITSM operations — Incident, Problem, Change Management with 98%+ SLA compliance — using ServiceNow and Remedy. Experienced in SOP creation, process automation, ISO 27001/SOC 2 audits, stakeholder management, and driving continual service improvement across multi-site enterprise environments.

CORE COMPETENCIES

L2/L3 Technical Support (Desktop, Laptop, OS, Apps) SLA & KPI Management (98%+ Adherence)

Windows 10/11 & Windows Server Administration SOP, Runbook & Technical Documentation

Microsoft 365 Administration (Outlook, Teams,

SharePoint)

Endpoint Management – Intune

Azure AD / Entra ID & Identity Management ISO 27001 / SOC 2 Compliance & Audit Support

Active Directory & Group Policy (GPO) PowerShell & Bash Scripting / Process Automation

LAN/WAN, VPN, DNS, DHCP & Firewall Management Vendor Management & Stakeholder Coordination

ITSM – Incident, Problem & Change Management DR / BCP Planning & Testing

ServiceNow / Remedy / ITSM Platforms Root Cause Analysis & Preventive Action PROFESSIONAL EXPERIENCE

Freelancer / Self-Employed Azure & IT Infrastructure Consultant Aug 2024 – Present

• Provide end-to-end L2/L3 IT support covering Windows 10/11, M365 services (Outlook, Teams, SharePoint, OneDrive, Exchange Online), and endpoint devices for multiple SME clients.

• Administer Azure AD (Entra ID), RBAC, Conditional Access, MFA, and VM infrastructure, ensuring secure identity and access management aligned with IAM best practices.

• Configure and troubleshoot network connectivity — LAN/WAN, VPN, DNS, DHCP, and firewall policies — maintaining high availability across client environments.

• Develop and maintain SOPs, operational runbooks, and knowledge base articles to standardize IT processes and improve first-call resolution rates.

• Implement DLP controls, endpoint security, and automated backup strategies; deliver ISO 27001/SOC 2 audit-ready compliance evidence for client audits.

• Coordinate with vendors and internal stakeholders for timely issue resolution; provide user awareness training on IT security and best practices.

Rajinfo Enterprise Pvt. Ltd. Cloud Specialist – VMware & Azure Admin Feb 2021 – Apr 2024

• Delivered L2/L3 infrastructure support at BSDC (Bhamashah State Data Centre) — resolving VPN, RDP, encryption, and OS incidents to maintain near-zero unplanned downtime.

• Administered vCenter, VMware resources (2500+ VMs, and other resources and Windows/Linux servers including cloud domain controllers.

• Managed and resolved ITSM queues covering incidents, service requests, changes, and problem records; maintained SLA compliance and accurate incident documentation.

• Performed patch management, vulnerability remediation, and proactive monitoring of network, server, and security systems to ensure optimal performance.

• Participated in DR/BCP planning and quarterly testing, refining runbooks to reduce RTO; managed endpoint protection platforms (EDR/MDM) and SIEM log reviews.

• Maintained IT asset inventory, audit documentation, and coordinated cloud migrations and change activities with full SLA adherence.

Accenture Solutions Pvt. Ltd. Cloud Ops Admin – Senior Analyst Jun 2016 – Aug 2020

• Managed enterprise cloud and IT production systems supporting global BT MPLS migration projects across AMR, APAC, and EMEA regions from a centralised support model.

• Monitored network and server performance; resolved incidents across VPN, AWS Workspace, RDP, and multi-OS (Windows Server, Ubuntu) environments within agreed SLAs.

• Managed ITSM queues via ServiceNow and Remedy — maintaining 98%+ SLA compliance for Incident, Problem, and Change Management at Tier-1 enterprise scale.

• Performed system patch management and vulnerability remediation; supported ISO audit cycles including evidence collection, remediation tracking, and compliance reporting.

• Created and maintained technical documentation, SOPs, and knowledge articles to improve team efficiency and standardise operational procedures.

• Enforced security and access policies across multi-tenant environments; collaborated with global stakeholders for escalation resolution and service delivery improvements.

PCS Technology Ltd. Service Delivery Manager / Regional IT Lead Aug 2008 – Mar 2016

• Led IT infrastructure and L2/L3 support operations across 100+ branch locations in Rajasthan, UP, MP & CG for Reliance Life Insurance, ensuring maximum uptime and SLA adherence.

• Administered multi-branch VPN/WAN connectivity, Windows servers, Active Directory, and end-user support — proactively resolving complex network and system incidents.

• Spearheaded VDI transformation and branch rollout across North India, reducing operational overhead by ~30% and improving end-user experience and mobility.

• Managed vendor evaluations, IT asset lifecycle, capacity planning, and budgeting for regional IT operations; oversaw compliance-ready documentation and change planning.

• Conducted root cause analysis on recurring incidents and implemented preventive measures, significantly reducing repeat failure rates across managed sites.

KEY ACHIEVEMENTS

• Maintained 98%+ SLA compliance at Accenture for a Tier-1 global client across multi-region MPLS infrastructure managed via ServiceNow.

• Led VDI transformation across 100+ branches in North India — improving uptime and reducing support overhead by ~30%.

• Supported BSDC data center operations with near-zero unplanned downtime over a 3-year tenure; refining DR/BCP runbooks to measurably reduce recovery time objectives.

• Delivered audit-ready ISO 27001/SOC 2 compliance documentation and cleared all audit findings within target timelines at Accenture.

• Designed and deployed secure Azure environments for multiple SME clients as an independent consultant with zero security incidents to date.

CERTIFICATIONS

CCNA – Cisco Certified Network Associate Microsoft Azure Solution Infrastructure (2018)

ITIL V3 Foundation (Certified Twice) MCP – DNS & Directory Services

AWS Solution Architect Associate (2020)

KEY TOOLS & PLATFORMS

Microsoft 365 Admin Center Azure Portal / Entra ID Active Directory / GPO ServiceNow / Remedy (ITSM) Microsoft Intune VMware vSphere / ESXi Windows Server 2012–2022 Hyper-V / AWS Workspace Windows Server 2012–2022 EDUCATION

B.Tech – Information Technology Rajasthan Technical University, Kota Diploma – Computer Science & Engineering Govt. Ram Chandra Khaitan College, Jaipur LANGUAGES

Hindi (Native) English (Professional Working Proficiency)

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