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Aurindom Palit

@aurindompalit

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Senior IT Support and Server Administration specialist with 14+ years resolving complex infrastructure issues.

Malaysia

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What I'm looking for

I seek a technical role where I can lead support operations, resolve complex infrastructure incidents, improve SLAs and mentor teams in a collaborative, customer-focused environment.

I am a decisive, strategic and performance-driven IT support and server administration professional with over 14 years of experience supporting large, multi-server, multi-technology infrastructures. I specialise in Windows system administration, Active Directory management and incident/SLA management across enterprise environments.

I've worked as a Level 2/Specialist engineer supporting Cisco collaboration technologies (CUCM, telepresence), Webex, connected-car platforms and major OEMs. I consistently drive operational excellence—managing escalations, documenting bugs, filing Jira tickets and producing knowledge articles; one SME presentation was accepted by Microsoft as an internal KB.

I am customer-centric, solution-oriented and experienced in workforce planning, training and process enhancement. I communicate technical plans to business stakeholders, lead teams, and optimise service delivery to meet SLAs and improve stability and efficiency.

Experience

Work history, roles, and key accomplishments

Current

Specialist – TAC

Current

HCLTech

Oct 2024 - Present (1 year)

Handle and resolve CUCM and telepresence device issues, conduct technical triages, file and follow up on bug reports, and share process improvements to enhance TAC collaboration and incident resolution.

CUCM Telepresence Devices Incident Management Triage Bug Reporting Knowledge Base SLA Management Troubleshooting

Senior Technical Support Engineer

Mojio

Apr 2022 - Oct 2024 (2 years 6 months)

Served as L2 engineer supporting OEM clients (Audi, VW, BMW), resolved escalated incidents, filed Jira bug reports, and fed customer requirements into product sprint cycles to improve product stability and satisfaction.

L2 Jira Customer Escalation Remote Support

Analyst / Software Engineer

Aricent Technologies

Mar 2019 - Feb 2022 (2 years 11 months)

Provided floor team support for Cisco Webex, supported 11 premium clients, managed escalations, drove operational excellence and suggested cost and efficiency improvements across services.

Webex client support Escalation Management Operational Excellence SharePoint Performance Metrics Team Coordination

Subject Matter Expert

Concentrix

Oct 2013 - Mar 2019 (5 years 5 months)

Led a team supporting Microsoft Windows OS, performed technical triage, managed escalations and KM activities, and ensured SLA adherence for high-priority cases and client communications.

Windows OS Triage Knowledge Management SLA Management SharePoint Client Communication Team Leadership

Senior Associate / L2 Technician

Wipro BPO Ltd.

May 2011 - Oct 2013 (2 years 5 months)

Resolved ISP customer connectivity issues for Talk-Talk UK, handled package changes, prioritized irate customers, and delivered value-based technical support within SLA targets.

ISP Customer Support Troubleshooting Ticketing Customer Retention