Gyanendra Kumar

IT Infrastructure professional with 12+ years of experience in service delivery, remote support, and DSS team management. Proven track record supporting high-profile VIP and AMB users at Bharti Airtel, managing Windows and macOS environments, and driving endpoint compliance. Combines technical depth with strong analytical and problem-solving skills to deliver seamless IT experiences across complex enterprise environments.

Lead Engineer - HCL Technologies Limited - India

(2024-04 - 2025-08)

Bharti Airtel Project

• Managed system performance and health checks for VP and AMB users, ensuring high availability.
• Developed and maintained technical documentation and standard operating procedures.
• Provided L2/L3 escalation support for Windows, macOS, and iPhone-related issues.
• Configured Windows and Mac devices for new joiners in compliance with SLA requirements.
• Managed endpoint non-compliance issues related to DLP and CrowdStrike.
• Ensured IT maintenance activities during weekends adhered to all IT and Health & Safety guidelines.

System Administrator L2 - Wipro Limited - Gurugram

(2022-03 - 2024-04)

Bharti Airtel Project

• Delivered high-quality IT support to VIP users, AMBs, and escalations, maintaining strong CSAT.
• Maintained and managed all vendor cases under the DSS team.
• Ensured endpoint compliance (DLP, CrowdStrike) across Mac and Windows platforms.
• Collaborated with L3 teams to resolve recurring issues including ERP, Cognos reports, and VIP compliance.
• Supported implementation of new IT changes and infrastructure improvements.
• Configured systems for new joiners in line with SLA standards.

Senior IT Executive - Startek Limited - Gurugram

(2021-01 - 2022-03)

• Administered Active Directory: created OUs, user accounts, and managed file sharing permissions.
• Designed and maintained LAN infrastructure based on TCP/IP protocols.
• Managed DHCP and WDS servers including daily backups; oversaw Windows migrations.
• Maintained software deployments, antivirus updates, and IT inventory.

Senior Customer Support Engineer - CMS Pvt. Limited - Gurugram

(2018-08 - 2021-01)

• Installed, configured, and troubleshot Windows and macOS client systems.
• Managed hardware replacement for desktops and laptops including driver and firmware updates.
• Supported Bharti Airtel-specific applications across Windows and Mac environments.

Senior Executive – Technology - Aegis Limited - Gurugram

(2013-10 - 2018-08)

• Managed Active Directory, DHCP, and WDS servers; monitored Symantec Antivirus with daily reporting.
• Administered HPDM server for HP thin client management across the organization.
• Handled LAN design, Windows migrations, software updates, and inventory management.

Engineer – IT - 3i Infotech Consultancy Limited - Gurugram

(2012-01 - 2013-09)

• Troubleshot IBM, HP, and Lenovo hardware and printer issues.
• Configured TCP/IP, POP3, and SMTP; installed and configured Lotus Notes 8.5 and Microsoft Outlook.
• Managed LAN and WAN support, cabling (coaxial and fiber optics), and Windows deployments.

Bachelor of Arts - Kanpur University (2010)