Saran Pulagam

Senior IT Support Engineer — L3 with 3.5+ years of enterprise IT infrastructure experience supporting and managing hybrid IT environments across Active Directory, Entra ID, Microsoft Intune, SCCM/MECM, Azure cloud administration, Hyper-V and VMware virtualization, Microsoft 365 administration, and ITIL-based IT operations and infrastructure support. Experienced in Hybrid AD to Entra modernization — migrating endpoints from on-premises Active Directory with Group Policy to cloud-native Entra ID and Microsoft Intune management. Strong hands-on expertise in enterprise networking and firewalls (Cisco, Fortinet, Sophos, HP/Aruba); managing endpoint compliance, endpoint security, and Conditional Access; PowerShell scripting for automation; and delivering L3 infrastructure support across global enterprise environments managing 10,000+ endpoints.

Certified MD-102 Endpoint Administrator and MS-102 Microsoft 365 Administrator Expert. AZ-900 Azure Fundamentals certified. Available fully remote. Immediate joiner.

Senior IT Support Engineer — L3 | Hybrid IT Infrastructure & Endpoint Management at Infosys Limited (Global MSP — Aecom, Samsung India & Fortune 500 Clients | EMEA, APJ, USA) (2022-11 – Present)

Supporting and managing hybrid IT environments across 10,000+ endpoints with expertise in Active Directory, Entra ID, Microsoft Intune, SCCM/MECM, Azure cloud administration, Hyper-V and VMware virtualization, Microsoft 365 administration, and ITIL-based IT operations.

• Administered Active Directory and Group Policy — managing user accounts, security groups, OU structures, GPO design and deployment, computer objects, and AD-integrated software distribution targeting across enterprise hybrid environments.
• Led Hybrid AD to Entra modernization — migrating endpoints from on-premises Active Directory and Group Policy management to cloud-native Entra ID (Azure AD) and Microsoft Intune; configuring Hybrid Azure AD Join, AAD Join, co-management workloads, and Conditional Access policies for seamless identity-driven endpoint management.
• Managed Entra ID (Azure AD) — device registration, Hybrid Azure AD Join, user and group management, MFA enforcement, SSO, Conditional Access policies, and identity-driven access controls for enterprise hybrid cloud environments.
• Administered Microsoft Intune and SCCM/MECM for 10,000+ enterprise endpoints — MDM/MAM policies, device configuration profiles, compliance policies, OSD task sequences, software distribution, ADR-based patch management, co-management, and Windows Autopilot zero-touch provisioning across Windows 10/11, macOS, iOS, and Android.
• Managed endpoint security and compliance — BitLocker encryption, MDE endpoint detection and response, CIS Benchmark hardening, Conditional Access enforcement, and proactive remediation; maintaining 98%+ patch compliance with zero SLA breach.
• Developed PowerShell automation scripts — Graph API device queries, bulk policy assignments, compliance reporting, Autopilot device registration, and endpoint health checks; reducing manual IT operations effort by 70%.
• Applied hands-on Azure cloud administration — managing Azure Virtual Machines, Azure AD / Entra ID, Azure Networking, Conditional Access, Azure Update Management (AUM), Azure Arc for hybrid server management, and cloud-based endpoint management workloads in Microsoft Intune.
• Experienced with Hyper-V and VMware virtualization — managing virtual machine deployment, configuration, snapshot management, VM migration, and virtual network configuration across enterprise hybrid IT environments; supporting VDI solutions and virtual desktop infrastructure for enterprise end users.
• Administered Windows Virtual Desktop / Azure Virtual Desktop (AVD) — deploying and managing session hosts, host pools, application groups, FSLogix profile management, and scaling plans for cloud-based virtual desktop delivery to enterprise users.
• Administered Microsoft 365 — managing Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft 365 security and compliance features; supporting user provisioning, licence management, email routing, and collaboration platform administration for global enterprise clients.
• Supported Microsoft 365 security — configuring Microsoft Defender for Office 365, DLP policies, sensitivity labels, retention policies, and Conditional Access integration with Microsoft 365 services for enterprise data protection.
• Applied enterprise networking knowledge — troubleshooting TCP/IP, DNS, DHCP, VPN, Wi-Fi, and proxy connectivity issues; familiar with Cisco, Fortinet, Sophos, and HP/Aruba firewall and network security configurations for enterprise IT infrastructure environments.
• Delivered ITIL-based IT operations and infrastructure support — following ITIL incident management, problem management, change management, and service request management processes via ServiceNow; providing L3 escalation support across global enterprise teams with zero SLA breach.
• Available fully remote — experienced in supporting enterprise-grade hybrid cloud infrastructure remotely for global clients across EMEA, APJ, and USA time zones; strong written and verbal communication for remote collaboration.

MCA in Computer Science – Manipal University (2022 – 2025)

B.Sc. in Computer Science – Andhra University (2019 – 2022)