Kowur Saikumar

I am a Level 2 Technical Support Engineer with 3.5 years of experience managing enterprise IT helpdesk operations, cloud infrastructures, and desktop environments within MSP / Managed IT services frameworks. My day-to-day work involves acting as the primary point of contact for complex technical escalations, administering Microsoft 365 & Hosted Exchange, configuring identity security policies, and managing directory services via Active Directory and MS Intune. I possess a strong practical understanding of ITIL incident management processes and strict SLA compliance.

I leverage Python and PowerShell scripting to automate repetitive manual reporting tasks, optimize workflows, and enhance team productivity.

L2 IT Support & Service Desk Specialist (MSP Environment) at Om Systems and Services Pvt. Ltd. (2023-04 – 2026-08)

• Advanced Technical Support: Provided Level 2 technical support for escalated help desk tickets and high-priority client calls via ServiceNow and Zendesk, ensuring rapid resolution and detailed documentation.
• M365 & Exchange Administration: Managed Microsoft 365 and Hosted Exchange environments, including comprehensive user onboarding/offboarding, complex Outlook profile configurations, and shared mailbox permissions.
• Security & Access Control: Administered security policies, including Multi-Factor Authentication (MFA) setups, Conditional Access rules, and basic security incident responses to safeguard diverse client environments.
• Active Directory & Network Support: Supported enterprise AD infrastructures by managing user profiles, group permissions, and GPOs. Resolved complex remote VPN setups, routing latency, and local DNS/DHCP configuration errors.
• Desktop & Infrastructure Maintenance: Handled system imaging, corporate hardware diagnostics, asset tracking, and remote troubleshooting across Windows and common business applications.
• Collaboration & Documentation: Utilized MS Teams for seamless internal and client-facing communication, translating complex technical concepts into clear solutions. Formulated internal FAQs and KCS runbooks to streamline L1 team onboarding.
• Process Automation: Developed Python and PowerShell scripts to automate daily operational data extraction, minimizing manual reporting efforts and optimizing service delivery.

Bachelor of Science in Computer Science – Dr. Lankapalli Bullayya College, Visakhapatnam (2023)