Sagar Tripathi

Senior Support Engineer

Takeo LLC

• Increased endpoint compliance from 50% to 95% through Intune and JumpCloud MDM rollouts and standardized security baselines across Windows and macOS.
• Led and mentored a team of 10 support engineers: queue prioritization, shift/on-call scheduling, coaching, and weekly SLA/CSAT reviews.
• Reduced onboarding time from hours to minutes by automating provisioning, access groups and device policies in JumpCloud IAM/MDM.
• Overhauled helpdesk operations across Zendesk, Jira Service Management, Freshdesk, Zoho Desk, Intercom and Salesforce: redesigned routing, macros and SLAs, cut average resolution time, built a structured knowledge base.

• Led full Microsoft 365 and Entra ID administration: identity governance, MFA enforcement, license optimization to reduce costs.
• Administered Okta SSO with SAML and SCIM integrations, automating provisioning/deprovisioning organization-wide.
• Troubleshot SaaS integration issues at the API level (Postman, REST, webhooks, JSON, DevTools/HAR, SQL, logs) and escalated bugs to engineering in Jira with repro steps; documented fixes in Confluence.
• Administered RingCentral, Dialpad, Zoom, Teams Phone and Google Voice: number provisioning, IVR/call routing, call quality.
• Supported remote access via RDP and Amazon WorkSpaces; Google Workspace administration.
• Strengthened SOC2 readiness with audit logging, privileged access controls and security documentation.
• Automated IT tasks with PowerShell and Python via Microsoft Graph API; used ChatGPT, Claude and Copilot to speed up troubleshooting and KB drafting.
• Hands-on hardware support for Windows, macOS and Linux devices, printers and peripherals, including imaging for remote staff.

Tools used at Takeo LLC

• Microsoft 365
• Entra ID
• JumpCloud
• Intune
• Okta
• Google Workspace
• Amazon WorkSpaces
• RingCentral
• Dialpad
• Zoom
• Google Voice
• Zendesk
• Jira
• Freshdesk
• Zoho Desk
• Intercom
• Salesforce
• Postman
• SQL
• PowerShell
• Python
• Graph API

Senior Infrastructure & Support Engineer (Part-Time)

letsoptimize.ai

• Sole technical lead for end-to-end IT infrastructure: domains, DNS hosting and full systems administration.
• Built a Microsoft 365 tenant from the ground up with enterprise-grade security, custom domains and secure mail flow/firewall policies.
• Deployed self-hosted n8n (Docker) with AI agents and LLM workflows connecting core apps via REST APIs and webhooks.
• Built ElevenLabs AI voice agents for inbound calls and lead qualification, integrated with n8n and CRM for automatic call logging.

• Centralized IAM with Okta and Azure Security (SSO, MFA, secure user lifecycle).
• Designed AWS infrastructure on Elastic Beanstalk for scalable hosting and automated deployments.
• Set up UEM/MDM for security compliance, software deployment and zero-touch provisioning.
• Built a custom CRM from scratch (pipelines, roles, API integrations) and launched Shopify storefronts for clients.

Tools used at letsoptimize.ai

• Microsoft 365
• Exchange Online
• Okta
• Azure Security
• AWS Elastic Beanstalk
• UEM/MDM
• n8n
• ElevenLabs
• OpenAI/Claude APIs
• Shopify
• Git/GitHub
• Docker
• REST APIs
• Webhooks
• Postman

Microsoft 365 Support Engineer (Contract)

Microsoft

• Maintained 98% top-box CSAT on complex enterprise cases, calmly de-escalating customers on phone and Teams calls.
• Built PowerShell automation that cut resolution time on recurring identity tickets by 50%.
• Delivered Tier 3 support across Teams, SharePoint, Exchange Online and the M365 security ecosystem.
• Ran identity security assessments, strengthening Conditional Access, DLP, MFA adoption and Identity Protection in Entra ID.

• Investigated Microsoft Sentinel SIEM alerts with KQL across sign-in, audit and Log Analytics data.
• Drove adoption of Conditional Access, Teams compliance and Defender automation, lifting feature utilization 20%.
• Supported Azure Virtual Desktop connectivity and endpoint issues; wrote KB articles that reduced repeat escalations.

Tools used at Microsoft

• Microsoft 365
• Entra ID
• Conditional Access
• DLP
• Microsoft Sentinel
• Defender for Endpoint
• Intune
• Jamf Pro
• AVD
• KQL
• PowerShell

IT Support Engineer & Reporting Dashboard Manager

Western Mega College

Affiliated with Lincoln University College, Malaysia

• Delivered IT support for 200+ staff across academic systems, ERP and communication tools.
• Managed Microsoft 365 and Active Directory/GPO administration.
• Maintained campus LAN, switches, access points, AV equipment; troubleshot DNS, DHCP and Wi-Fi.
• Built centralized reporting dashboards (TapClicks, Raven Tools, Grow, Zoho Analytics, GA4) unifying data from 12+ ad platforms for worldwide student-recruitment marketing.

• Resolved dashboard support tickets (broken connectors, expired API tokens, data mismatches) within SLA.

Tools used at Western Mega College

• Microsoft 365
• Active Directory/GPO
• Teams
• ERP
• GA4
• TapClicks
• Raven Tools
• Grow
• Zoho Analytics

IT Technician (Tier 2 Support)

Adrishya IT Pvt Ltd

• Tier 2 desktop/endpoint support for Windows and Linux workstations.
• Network troubleshooting: TCP/IP, DNS, DHCP, basic firewall configuration.
• Installed and configured POS systems for hotels and restaurants, including staff training.
• VMware VM provisioning; monitored Linux/Windows servers with log review and MySQL queries.

Tools used at Adrishya IT Pvt Ltd

• Windows
• Linux
• VMware
• TCP/IP
• DNS
• DHCP
• POS Systems
• Freshdesk
• Bash
• PowerShell
• MySQL