Kartheek D

IT Administrator and team lead with 11+ years of experience managing enterprise SaaS and collaboration platforms — including Slack, Miro, Smartsheet, and Google Workspace — for global teams of 500 to 1,000+ users.

Slack Certified

Admin with a track record of building ITSM operations from the ground up, cutting provisioning turnaround time and onboarding errors through automation, and leading support teams while partnering with InfoSec and Compliance to keep tool configurations audit-ready. Experienced backup project lead comfortable owning sprint planning, stakeholder communication, and daily operations.

Assistant Consultant (SME) — Collaboration Tools & SaaS Administration at Tata Consultancy Services (TCS) (2024-04 – Present)

• Lead a team of 2 support analysts supporting third-party collaboration tools, and serve as backup to the project lead — owning sprint planning, stakeholder meetings, and daily operations during their absence.
• Administer Slack Enterprise Grid, Miro, and Smartsheet for global teams, including workspace provisioning, user/group access controls, channel governance, and enterprise app/bot integrations.
• Own Slack lifecycle, guest access, retention, and data export policies in compliance with organizational and regulatory guidelines, partnering with InfoSec and Compliance to keep configurations aligned with enterprise security standards.
• Manage incident, request, and change tickets through ServiceNow within an ITIL-aligned ITSM framework, ensuring SLA adherence and consistent ticket categorization across L1/L2/GSD support tiers.
• Conduct quality reviews of support interactions across Slack, ServiceNow, and email to improve support accuracy and service consistency across the team.
• Authored SOPs and knowledge base articles for third-party collaboration tools, enabling L1/L2/GSD support teams to resolve tickets faster, and deliver internal training sessions to raise team proficiency on collaboration platforms.

Engineer II — End User Technology at slice (2021-06 – 2024-03)

• Administered Google Workspace for 1,000+ users — managed the full user lifecycle, enforced MDM/DLP policies, and produced compliance and audit reports.
• Managed provisioning and access control across Slack, GitHub, AWS, Atlassian, Adobe, Figma, and other SaaS tools; supported ISO 27001 and PCI DSS audits with policy documentation and tool evidence.
• Delivered internal training and documentation on IT policies and tools, improving self-service ticket resolution by 30%.
• Optimized SaaS license utilization and vendor engagements through reconciliation and internal audits, driving cost-efficiency across IT services.
• Owned end-to-end ITSM operations in Freshservice — incident, request, problem, and change management — defining SLA policies, ticket workflows, and escalation matrices for the IT support function.
• Endpoint protection deployment (Sophos, CrowdStrike Falcon) enabling real-time alerting, threat isolation, and compliance reporting.
• Enterprise MDM rollout (Google Work Profile) across 600+ Android devices with standardized policies and real-time monitoring — achieved a 40% reduction in security incidents.
• Designed and deployed Freshservice ITSM from scratch for ticketing and 2,000+ asset lifecycle tracking; automated onboarding/offboarding for 1,000+ users, cutting provisioning errors by 70% and turnaround time from 2 days to a few hours.
• Built a structured Service Catalog and enforced Change Management aligned with PCI DSS and ISO 27001, strengthening audit readiness.

System Administrator at Fcoos Technologies (Clients: Novopay & slice) (2017-03 – 2021-05)

• Administered Slack for cross-functional teams, including bot integrations, user lifecycle, and workspace policy enforcement.
• Managed Google Workspace and Microsoft 365 for 500+ users, covering account provisioning, email configuration, and policy management.
• Implemented desktop and laptop baseline security policies; maintained asset inventory in Freshservice with streamlined tagging and tracking workflows.
• Deployed Sophos endpoint agents across systems and produced weekly compliance and threat detection reports; managed OS-level patching, group policy updates, and application rollouts.

System Administrator at Orient Technologies (Client: Dr. Batra's) (2014-12 – 2017-03)

• Installed, configured, and maintained 300+ endpoints running Windows and Linux across multiple branch locations.
• Managed email setup, backup configuration, and troubleshooting in Outlook and hosted mail systems.
• Deployed and monitored antivirus solutions across all endpoints, conducting proactive health checks and vulnerability patching.
• Managed IT asset inventory and infrastructure — desktops, printers, routers, biometric systems, and CCTV — providing hardware/software support to minimize downtime.

Bachelor of Technology in Electronics and Communications Engineering – SBCE, JNTU Hyderabad (2008 – 2012)