Sumit Suman

Results-driven IT Support operations delivery professional with 7+ years of hands-on experience across enterprise service desk, technical support, Windows administration and IT service delivery and Team Management. Experienced in providing day-to-day technical support for Microsoft 365, Windows environments, Active Directory / Microsoft Entra ID, business applications, user access, permissions, connectivity and endpoint-related issues. Strong background in incident and service-request management, user/account provisioning, escalation coordination, troubleshooting documentation, knowledge-base development, change support and root-cause analysis.

Known for structured troubleshooting, clear communication with non-technical users, SLA-focused delivery and continuous improvement.

Technical Support Specialist - NTT DATA Pvt. Ltd.

(2023-01 - 2024-04)

• Delivered enterprise L2 technical support through voice and ticket channels for 1,200+ users across global accounts, maintaining 80%+ FCR and consistent SLA attainment.
• Diagnosed identity, access and application incidents involving Active Directory, Group Policy, DNS, DHCP, Microsoft Entra ID and Microsoft 365; maintained P1/P2 MTTR below 45 minutes.
• Managed high-priority escalations, documented troubleshooting and root causes in ITSM, and contributed to knowledge transfer and process improvements that reduced repeat escalations by 35%.
• Onboarded 200+ users through account provisioning and access management with zero SLA breaches; supported infrastructure change activities and coordinated with specialist teams.

System Administrator (L1) - Wipro Ltd.

(2022-08 - 2023-01)

• Provided 24x7 Windows administration and technical support across 5 global regions for 2,000+ enterprise users.
• Resolved 98% of P1 incidents within SLA and maintained MTTR below 45 minutes through structured triage, escalation and cross-team coordination.
• Administered Active Directory, Group Policy, DNS and DHCP; coordinated with Infrastructure, Network and Application teams to restore service and improve CSAT by 20%.
• Maintained ServiceNow SLA/CSAT reporting and supported planned infrastructure changes and releases.

Senior Operations Engineer (SME) - Coforge Ltd.

(2020-06 - 2022-08)

• Led end-to-end IT Operations and Service Desk delivery for 3,000+ users across 100+ server environments, sustaining 99.5% SLA compliance.
• Led a 6-engineer multi-shift support team, strengthening queue management, escalation handling and RCA practices; reduced recurring P1 incidents by 40%.
• Standardized ticket categorization, escalation workflows and change governance, reducing average resolution time by 25%.
• Supported operational documentation, knowledge transfer and service-process improvements to improve consistency and user experience.

System Administrator (MSP project L1 role) - IT By Design

(2020-01 - 2020-05)

• Delivered remote Windows Server administration and technical support for 200+ managed-service B2B clients through Jira Service Desk.
• Resolved 90%+ tickets within SLA and maintained Active Directory, DNS and DHCP documentation, runbooks and support procedures.
• Investigated user, system and connectivity issues and coordinated escalations when specialist support was required.

Associate Consultant (QSR project, L1 advance and L2 basics) - Capgemini Technologies

(2018-03 - 2020-01)

• Delivered multi-channel Service Desk support via international voice, email, chat and remote support for enterprise and QSR/retail clients across North America and Europe.
• Handled 50+ tickets/day with 80%+ FCR using ServiceNow and Zendesk; coordinated global escalations and maintained SLA adherence.
• Supported user access, application, Windows and connectivity troubleshooting while documenting resolutions and maintaining service quality.

Associate Software Engineer (Technical Support) - Primus Global Technologies

(2015-04 - 2017-12)

• Provided voice and ticket-based technical support for retail/QSR clients, handling 50+ tickets/day including password resets, service restarts, POS end-of-day troubleshooting and printer support.
• Supported Active Directory, Group Policy, DNS, DHCP, user administration and software deployment for 200+ users; progressed to L2 responsibilities within 6 months.
• Investigated recurring technical issues, coordinated escalations and maintained structured troubleshooting practices.

B.Tech - Computer Science - Uttar Pradesh Technical University (UPTU) (2015)