Ramkumar Sambanthan

Results-driven IT professional with 17+ years of leadership experience with Cloud Operations, End-User Support, IT Asset Management & IT Procurement. Skilled in managing multi-location teams, ensuring SLA compliance, and driving automation and process improvements to enhance service quality and reduce downtime. Committed to delivering technology excellence and operational efficiency.

Sr Support Engineer | IT Infra – Cloud, EUC, IT Assets & Procurement at SourceHOV India Pvt ltd (2022-06 – 2025-02)

• Handled day-to-day cloud accounts and ensured Incident/Request Management met SLA targets, achieving 2-hour average incident resolution
• Monitored performance, storage, and logs of AWS virtual machines using Grafana and Prometheus conducted performance testing for zero downtime deployments
• Provided cost optimization and billing reports, reducing AWS costs by 15% through rightsizing and lifecycle management
• Implemented the migration of Chrome Flex OS across 2,800 out of 3,500+ desktops, ensuring seamless transition & minimal disruption to endusers
• Oversaw Identity and Access Management (IAM) across AWS and GCP, maintaining strong access controls and compliance
• Supported security and compliance teams by following IAM, access control, and security best practices
• Support Risk assessments, vulnerability management, and Incident response planning
• Skilled in core AWS services - EC2, S3, IAM, VPC, CloudWatch and CloudFormation
• Supported SSO (Single Sign-On) integration to enable single-login access across multiple Applications
• Configured Multi-Factor Authentication (MFA) in AWS IAM to strengthen access security
• Implemented AWS Power Management and Automation to optimize cost and efficiency
• Contributed to server and domain migration using AWS Server Migration Service (SMS)
• Documented recurring issues and solutions to build a knowledge base, improving team response time by 25%
• Led L1, L2 & L3 Support teams across 3,750 nodes and 12 locations, achieving 95% SLA compliance
• Windows Administrator performance for 2016 and 2019 with L1, L2 & L3 Support

IT Assets & End-User Support – Leadership Role at SourceHOV India Pvt ltd (2007-08 – 2022-06)

• Managing endpoint management means ensuring all these devices are secure, updated, configured properly, and monitored
• This often involves using tools like Microsoft Endpoint Manager, Intune, or other Mobile Device Management (MDM) systems
• Maintained and administered GCP Chrome Flex Domain and Active Directory, DNS, DHCP and firewall ensuring secure authentication and policy enforcement
• Implemented os hardening aligned with CIS and MS Securities requirements
• Led a nationwide migration from Windows 10 to Chrome Flex OS across 12 India locations, planning, testing, and deploying thousands of endpoints with 95% on-time completion with zero critical downtime
• Managed Endpoint infrastructure ITSM (Win - Servers Management, Desktops, Laptops, Network Components, and Telecom) and ensured continuous service availability
• Managed POS for Desktops, Laptops, Servers, Network Components, Telecom, Board Room and All other IT equipment
• Troubleshoot the OS Level Handling and user account management, password resets, Performance related issues, Security and access issues
• Support Microsoft Office and business applications
• Assist users with onboarding (new system setup) and offboarding processes
• Monitoring and analysing operational data, such as system performance metrics, security logs, or incident reports, to identify trends, detect issues, improve efficiency, and support decision-making
• Monitor and troubleshoot SCCM client issues and deployment failures
• Manage patch management (Windows Updates and patchs) with ensure compliance
• Perform system imaging, OS deployment (OSD), and build automation
• Maintain SCCM infrastructure including distribution points and boundaries
• Generate reports for software compliance, patch status, and asset inventory
• Monitoring Golden image hardening with performance for operations excellence
• Troubleshoot application installation issues and client connectivity problems
• This involves evaluating potential security risks or vulnerabilities in systems, networks, or applications by identifying possible attacks, assessing their impact with mitigation
• Implemented a ticketing system and processed incidents and service requests in line with defined SLA standards, while maintaining records and analytics for critical incidents
• Managed a team of 18 IT Engineers pan-India for endpoint support, escalations, and on-site services
• Implemented security and vulnerability compliance for WFH users on MOM devices
• Managed annual IT budgets for desktops, servers, network equipment, and software licenses; ensured timely AMC renewals and cost control
• Handled B2B vendors for new asset delivery and end-of-life disposal, ensuring compliance and tracking accuracy with negotiating cost-effective deals to efficient service delivery
• Oversaw IT Asset Management (ITAM) including procurement, budgeting, Help Desk, Supply chain, and Lifecycle management
• Supported supply chain management by re-utilizing usable spare parts from scrap desktops
• Tracked orders, deliveries, and ensured timely receipt of materials and services
• Worked closely with finance teams for invoice verification, billing, and payment processing

Bachelors in Computer Application – Alagappa University (2010-12)