Sushanta Saha

A large organization (P&G) required robust L1/L2 end-user support and secure endpoint management for a vast workforce. The environment relies on centralized deployment via SCCM/AutoPilot, MDM via Intune, and strictly follows ITIL best practices and demanding ServiceNow SLA targets. Manage the entire lifecycle of all IT assets (receiving, deployment, audit) and ensure secure, efficient deployment (SCCM/AutoPilot). Provide expert M365, Intune, and end-user support, resolve all incidents/MAC requests, and strictly adhere to ITIL processes to maintain high-quality service delivery and meet all ServiceNow SLAs. I manage complex endpoint lifecycle, support, and compliance tasks: Endpoint & Asset Management: Prepare computers for deployment using SCCM & AutoPilot. Managed the full IT asset lifecycle (deployment, allocation, audit) and maintained inventory records. M365 & Cloud Support: Resolve complex M365 user issues (Outlook profiles, OneDrive sync, Teams/SharePoint access). Managed user accounts/permissions in M365 Admin Center. Supported Intune tasks (device enrollment, compliance, app deployment). Security & Operations: Manage data backup/restore via OneDrive Restore Configuration Manager. Monitored laptop/desktop AV/endpoint security, managed patching, and provided daily onsite support. Service Management: Handle end-user incidents/MAC requests. Ensure all ServiceNow tickets are updated and closed within SLA. Implement ITIL best practices for accurate support. Consistently achieved high SLA adherence by efficiently managing ServiceNow incidents and MAC requests. Ensured rapid, standardized, and secure deployment across the organization (SCCM/AutoPilot). Maintained a secure endpoint environment (AV/patching) and data integrity (OneDrive Restore). Delivered high-quality end-user support by resolving complex M365 issues and implementing ITIL best practices, significantly improving service delivery efficiency.

Archibo required technical leadership for critical internal and client-facing operations. Key challenges involved maintaining high-value Microsoft Partner status (Modern Work, Business Applications), optimizing client cloud costs/licensing, and ensuring the continuous availability and development of the proprietary Agilibo SaaS platform. The task was twofold: drive technical enablement for the partnership program, leveraging O365 expertise for business development, and manage the Agilibo SaaS platform, including operations, developer teams, infrastructure optimization, and providing direct M365 consulting to clients. I executed leadership and technical functions across business development, operations, and client service: Partner & Business Enablement: Drove technical requirements to maintain high-tier Microsoft Partner status. Supported business development by aligning technical input with Microsoft O365 programs. Platform Mgmt: Managed all operations, development teams, and migration for the Agilibo SaaS platform using Jira/Confluence and Scrum. Ensured high system availability and scalability via proactive maintenance. Cloud & Client Consulting: Optimized cloud infrastructure and licensing costs to meet budget goals. Provided expert Microsoft 365 consulting using the Admin Center, Security/Compliance portals, SharePoint, and Teams. Collaboration: Collaborated across internal teams to ensure consistent, aligned technical delivery. Successfully maintained high-value Microsoft Partner status, directly contributing to business growth. Achieved significant operational efficiency through proactive management of the Agilibo SaaS platform. Optimized cloud infrastructure and licensing, resulting in measurable cost savings against budget goals. Delivered expert M365 consultation, ensuring high-quality, aligned technical delivery for platforms and external clients. Skills: MS Partner Center, Jira and Confluence, Scrum, MS O365 Admin Center, Security and Compliance.

Managed high-volume, complex L2/3 incidents and critical Microsoft Partner/Premier Escalations across the full O365 suite (Exchange, SharePoint, Teams, OneDrive) and Identity (AD, Intune). The role demanded deep technical expertise and adherence to SLAs for customer satisfaction and service availability. The primary goal was expert, timely L2/3 support, managing the full O365 tenant lifecycle (user management, licensing, security, compliance). This required consistently meeting stringent SLAs and documenting all solutions for team standardization and knowledge sharing. I executed advanced technical diagnostics and management functions: Incident Resolution: Delivered L2/3 support, resolving complex Exchange Online, SharePoint, Teams, and OneDrive issues using Fiddler and SARA diagnostic tools. Automation & Security: Managed user accounts, permissions, and compliance policies via custom PowerShell automation and scripts for O365 portal customization. Escalation Handling: Owned and resolved critical Microsoft Partner and Premier Escalation cases, ensuring accelerated service delivery for high-priority clients. Standardization: Created detailed procedures and troubleshooting protocols, shared knowledge, and strictly monitored the ticketing system to ensure consistent SLA adherence. Resolved over 2400 PSFP/ASFP tickets, resulting in a 25% increase in team efficiency and 16% departmental productivity gain. This operational excellence ensured consistent SLA adherence and led to 3 Employee of the Month awards (best KPI recognition). PowerShell automation and success with Premier Escalations optimized service delivery and configurations.

Job Responsibilities: Provided Level 2/3 support for Office 365 user, resolving issues in Exchange Online, SharePoint Online, Teams and OneDrive, Active Directory, Identity and Intune. Assisted customers with installation, configuration, O365 licenses, subscriptions and user management of Microsoft Office 365 platforms. Managed user accounts, permissions, and security configurations through PowerShell automation. Handled critical Microsoft Partner and Premier Escalation cases, ensuring optimal service delivery. Diagnosed SharePoint and OneDrive issues and implemented compliance policies. Documented Office 365 procedures, configurations, and troubleshooting protocols for standardization. Monitored ticketing system to ensure timely resolution of O365 issue requests, meeting SLAs consistently. Use Exchange and SharePoint PowerShell scripts to customize customers' Office 365 portals. Share knowledge with teammates and help them solve difficult technical problems Tools: Fiddler, SARA tools, Exchange, SharePoint, OneDrive, Teams diagnostics tools.

Provided comprehensive QA coverage for a complex, modern software environment (Microservice Architecture). Testing demanded expertise across manual, functional, security, and performance domains, necessitating immediate integration into the CI/CD pipeline to sustain high release velocity and minimize deployment risk. The task was to evolve the QA function to a mature Quality Engineering model. This involved designing and implementing robust, scalable automation frameworks (API, Web, Mobile) and integrating all testing activities (Functional, Regression, Stability) into the continuous delivery pipeline to ensure rapid, high-quality product releases. I established and matured a comprehensive quality engineering strategy: Automation & Manual API Testing: Used Postman for manual/exploratory API testing. Developed scalable API automation using Rest Assured (Java) and Karate DSL (Gherkin). Implemented UI/Cross-browser automation with Cypress (JS) and Selenium, and mobile testing via Appium. Specialized Testing: Conducted specialized Load/Stress testing using Jmeter/Locust and performed initial Security testing using Acunetix and OWASP principles. CI/CD Integration: Managed the STLC via Jira/Git. Integrated all test suites into the CI/CD pipeline using Jenkins/Azure. Performed Integration testing in Microservice Architecture using Pact. Reporting & Analysis: Utilized TestNG for assertions and generated high-visibility quality reports with Allure and ReportPortal to drive Root Cause Analysis and transparency. Successfully transformed the quality practice, dramatically increasing test coverage and execution speed through automation. Ensured system stability by executing comprehensive Functional, Regression, and Stability tests. Minimized production defects and security vulnerabilities. The integration into CI/CD pipelines accelerated release velocity while maintaining high standards of quality reporting and control.

Executive leadership was required to manage all IT functions and staff. The challenge was maintaining secure, stable operations across diverse Windows/Linux servers, a complex LAN/WAN infrastructure, and core business applications (ERP, company website), which demanded comprehensive security monitoring and strategic staff oversight. Lead the ICT function, responsible for leadership, supervision, and coordination of all IT. The mandate focused on maintaining high server availability (Windows Server 2016/2008 R2), managing network security, deploying VMware resources, and developing/maintaining the company's website, while overseeing all end-user support. I provided strategic and technical leadership across the department: Team Leadership & HR: Monitored, coordinated, and supervised IT staff, aligning operations with strategic business policies. Server & Virtualization Mgmt: Maintained core Windows Servers (2016, 2008 R2) and ERP solutions. Managed Active Directory, provisioning VMs using VMware. Security & Monitoring: Monitored and enforced secure policies across Windows/Linux servers and maintained antivirus software, proactively protecting the environment. Network & Web Mgmt: Oversaw maintenance of the entire LAN/WAN network, routers, switches, and other devices. Led design, construction, and maintenance of the company website. End-User Support: Ensured efficient Level 1/2 support, troubleshooting hardware (desktops, printers, scanners, fax) and software (Outlook, etc.) per policy. Successfully coordinated all IT functions/staff, guaranteeing secure operation of Windows/Linux servers and ERP solutions, resulting in 99.99% core system availability. Proactively deployed virtual resources using VMware and maintained strict security policies, mitigating risks. Delivered comprehensive end-user support, minimizing downtime. Additionally, successfully designed and maintained the company website, enhancing the organization's digital presence.

Required continuous IT leadership to manage a complex, multi-platform infrastructure. This included maintaining sensitive financial systems and adhering to strict regulatory deadlines (Central Bank reporting). Role demanded specialized skills in network architecture, server maintenance (RAID), and cross-OS troubleshooting (Windows, Ubuntu). Function as the Senior IT Officer, overseeing the daily operational health, security, and data integrity of all IT assets. Task involved expert management of the LAN/WAN, server systems (Windows Server 2008, RAID), and endpoint devices, while leveraging programming knowledge (C, Java, SQL) to support the core Accounting Software and ensure mandatory compliance. I led technical management across network, server, and application layers: Network & Server Admin: Maintained LAN/WAN, Internet, and wireless networks. Executed IPv4 configuration and deep-level Router (Cisco/MikroTik), Switch, and Firewall troubleshooting. Installed/configured Windows Server 2008 (RAID 5) and supported multiple OS clients. Security & Support: Managed endpoint security via Kaspersky Antivirus. Provided L2/L3 support for hardware, PCs, Printers, and Microsoft Outlook 2013. Used diagnostic tools (Telnet, Cisco Packet Tracer). Application & Compliance: Utilized expertise in Java and SQL Oracle 10g for internal Accounting Software support. Ensured timely Central Bank data report uploads and maintained daily transaction backups and audit documentation (IT Register/Service Log). Achieved 100% successful filing of Central Bank data reports, consistently meeting strict deadlines with zero penalty fees, mitigating regulatory risk. Guaranteed 99.9% high system uptime (LAN/WAN) and operational stability for all 50+ users by expertly maintaining RAID-configured server infrastructure. Resolved an average of 15 hardware/software issues per week, minimizing end-user downtime by an estimated 30% and ensuring continuous functionality of critical financial systems.

The UAE – Bangladesh Investment Company required robust, continuous IT support for all physical and digital assets, including highly sensitive financial systems. The environment demanded exceptional stability, strict adherence to regulatory deadlines (Central Bank reporting), and proactive maintenance of all endpoint devices, network infrastructure, and specialized accounting software. I managed daily operations and strategic maintenance across the department: Data & Compliance Management: Took full ownership of the daily process for uploading time-sensitive Central Bank data reports and ensured robust daily data backups of all transactions to maintain audit trails and regulatory compliance. Infrastructure & Network Maintenance: Performed routine server system maintenance and health checks on the office network to guarantee continuous connectivity and service availability. Endpoint Support & Security: Acted as L1/L2 support, solving technical and hardware problems for all PCs and Printers. Proactively maintained security by performing daily Antivirus software checks and updating Windows files/PC software across all endpoints. Application Support & Development: Conducted daily checks on the Accounting Software for stability and provided internal support for its development and customization, ensuring it met evolving business needs. Documentation: Maintained comprehensive IT records, including the IT Register, Daily Service Log book, and IT Files, for standardization and auditing purposes. I ensured 100% successful filing of time-sensitive Central Bank data reports, safeguarding the company's regulatory standing. Maintained high system uptime and operational stability for all users through proactive server and network maintenance. Provided immediate technical support, minimizing end-user downtime and ensuring the smooth functionality of the core financial systems, directly supporting the company's investment operations.