Mithun Sharma

Hands-on Endpoint Engineer and Modern Workplace professional with 15+ years of experience supporting enterprise environments of 500+ endpoints and 1,000+ users. Brings strong technical leadership across Windows 10/11, Microsoft 365, Intune, Entra ID, Active Directory, networking, endpoint lifecycle management, and IT service operations. Known for customer-focused troubleshooting, executive support, escalation management, documentation, analyst coaching, SLA delivery, and continuous service improvement.

• Active Directory
• Souci du détail
• Communication
• Service à la clientèle
• DHCP
• DNS
• Anglais
• Leadership
• Microsoft 365
• Microsoft Office
• Microsoft Outlook
• Microsoft Word
• OneDrive
• Sens de l’organisation
• Power BI
• Résolution de problèmes
• Gestion de projet
• TCP/IP
• Teams
• Travail d’équipe
• Gestion du temps
• VPN
• Windows 10/11

1. Deskside Support Technician / System Administrator, Modern Workplace & Endpoint Management

   ATLAS-APEX ROOFING INC.

   déc. 2024 to Aujourd’hui

   • Support enterprise Windows 10/11 and mobile endpoints through provisioning, deployment, troubleshooting, patching, compliance, and lifecycle activities; deliver SLA-driven deskside support for Microsoft 365 and endpoint services. • Implemented and supported Windows 11 Intune Autopilot Hybrid Join across on-premises Active Directory and Microsoft Entra ID, replacing manual imaging with automated policy-driven provisioning and reducing hands-on build work by approximately 40% (20–30 technician hours monthly). • Administer six Microsoft 365 service areas: Exchange Online, Teams, SharePoint Online, OneDrive for Business, licensing, and identity/access administration, including mailbox, distribution group, permissions, and user-provisioning support. • Manage Active Directory, DNS, DHCP, Group Policy, and Entra Connect to sustain authentication, hybrid identity synchronization, policy delivery, endpoint standardization, name resolution, and IP services. • Support Sophos Firewall, VPN, Azure networking, LAN/WAN, TCP/IP, and Cato Networks SD-WAN to maintain reliable branch, head-office, user, and cloud connectivity. • Deliver white-glove technical support to ownership, executives, and senior management for priority deployments, workstation refreshes, Microsoft 365 issues, endpoint incidents, and connectivity problems. • Helped recruit, onboard, train, and coach deskside engineers; established procedures and knowledge-transfer practices that increased independent L1/L2 incident handling capacity. • Created runbooks and knowledge articles for endpoint support, Microsoft 365, identity and access, and network/infrastructure troubleshooting; reduced unnecessary escalations by approximately 30% and repeat tickets by 25% through structured end-to-end root-cause analysis.

2. Service Desk Analyst, Level 2, Modern Workplace & Endpoint Management

   COMPUGEN

   juill. 2021 to déc. 2024

   • Provided Level 2 remote support in a modern workplace environment for Windows 10/11, Intune-managed endpoints, Microsoft 365, Entra ID, VPN, mobile devices, and user access issues. • Led remote post-provisioning support for a 1,000+ device Windows and Intune migration, coordinating troubleshooting, escalations, user communications, and knowledge documentation from deployment through stabilization. • Resolved 2,000+ Tier 2 incidents while sustaining 95%+ SLA attainment across endpoint, identity, Microsoft 365, VPN, mobile-device, and access-related services. • Improved First Contact Resolution by 30% in one month by analyzing ServiceNow ticket trends, identifying recurring endpoint problems, and coaching analysts on standardized remote troubleshooting methods. • Published knowledge articles for recurring Intune, Entra ID, Microsoft 365, VPN, and Windows incidents to reduce resolution delays and promote consistent support practices. • Used ServiceNow reporting to analyze ticket volumes, endpoint trends, SLA performance, and workload patterns, informing staffing, escalation, and service-improvement decisions. • Collaborated with infrastructure, security, networking, and endpoint teams using remote administration, log analysis, screen sharing, and structured escalation practices. • Helped retain a key client and support approximately $100K in revenue growth through reliable remote endpoint support and proactive communication during significant technology changes.

3. Team Manager / Team Lead, IT & Customer Support

   AFFINITY GLOBAL

   sept. 2019 to juill. 2021

   • Led a 15-person IT support and customer service team supporting a 30–40 user modern workplace environment; managed onboarding, Microsoft 365, incidents, asset records, and end-user experience. • Implemented Windows 10, Microsoft 365, LAN/WAN, Wi-Fi, and VoIP services, enabling secure, cloud-aligned operations and reliable day-one productivity for new hires and business teams. • Standardized onboarding and asset-management processes, achieving 100% asset tracking accuracy and reducing device setup time by 25%. • Provided after-hours and weekend coverage; led outage bridge calls, coordinated technical recovery, and delivered timely stakeholder communications during major incidents. • Delivered escalation support for 50–100 customers daily through phone, email, chat, and ticket channels, achieving 95% customer satisfaction and reducing average resolution time by 20%.

4. Network Support Specialist

   DXC TECHNOLOGY

   déc. 2017 to sept. 2019

   • Delivered 24/7 NOC support for 10 enterprise clients across Canada, the United States, and the United Kingdom; partnered with Service Delivery Managers and stakeholders during outages, urgent changes, network updates, and installations. • Led and mentored a 10-person shift team during incident response and planned change windows, ensuring consistent handoffs, communications, and operational stability. • Identified hardware faults across 12 network switches, coordinated dispatch and parts replacement, and completed configuration within maintenance windows while maintaining uptime commitments. • Implemented and validated 50+ network security policies and enabled VPN access for 20 users across 10 call centres for Project Dnata Beta.

5. Network Support Specialist

   Magna Infotech, A Quess Company

   nov. 2015 to nov. 2017

   • Configured and upgraded routers and switches for 15 Bharti Telecom call-centre deployments, completing all work on schedule and improving call quality by 30%. • Upgraded 25 iOS devices and deployed Cisco ASA firewall licensing and configurations at 10 locations, achieving 100% deployment success and reducing potential security vulnerabilities by 40%.

6. Technical Support Associate

   Tech Mahindra

   févr. 2014 to oct. 2015

   • Produced 20 SLA reports and recommended 100 service changes that improved operational performance by 50%. • Resolved 1,000 application GUI issues and partnered with development teams on defect resolution, reducing customer complaints by 95%.

7. Installation Engineer / IT Support

   SCOM

   déc. 2012 to oct. 2013

   • Resolved duplicate MAC-address issues affecting modems and routers across 50 locations, reducing repeat instances by 95%. • Installed 100+ internet connections across customer sites, including cabling, Wi-Fi, modems, routers, and switches, with 100% on-time delivery.

8. Installation Engineer / IT Support

   Veloce Solutions Ltd.

   oct. 2011 to nov. 2012

   • Implemented custom networks for 15 small, medium, and enterprise customers, delivering average project cost savings of 20%. • Mentored five interns through field supervision, on-call support, and technical training, achieving 100% task completion.

1. Institution not stated

   Bachelor of Technology (B.Tech.), Electronics and Computer Science

   2007 to 2011

• Microsoft Certified: Azure Administrator Associate (AZ-104)

  Microsoft

• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)

  Microsoft

• ITIL 4 Certified