Arovil Pradhan

IT Infrastructure Engineer - Advanced

Previously, I supported core infrastructure initiatives with hands-on involvement in enterprise-level IT monitoring and vulnerability management tools. I managed and customized Qualys VMDR dashboards (scanner-level access) to monitor vulnerabilities across assigned assets. I also coordinated with the security team for escalation workflows, configuration support, and remediation tracking. As part of our regular cadence, I generated and shared bi-monthly vulnerability reports — one at the start and one at the end of each month — to help the Windows, Linux, and VMware teams initiate patching. While patching was handled by senior members, I tracked remediation status, validated fixes, and ensured the updated data was reflected in subsequent reports. On the monitoring side, I used Site24x7 for infrastructure health monitoring and explored third-party integrations to enhance observability. I also developed Python automation scripts to manage tasks like monitor deletions and SolarWinds IP status updates, which were integrated into ServiceNow via REST APIs in collaboration with senior engineers. These efforts contributed to a more streamlined and responsive monitoring and reporting workflow.

Tools: Qualys, SolarWinds, Site24x7, ServiceNow, Python, Excel, VS Code, Postman, PuTTY, PowerShell, KeepassXC, PAM (Privileged Access Management)

IT Support Engineer

In my previous role at Hitachi Vantara, I provided L1–L3 IT support to internal users through ServiceNow, using remote tools like Bomgar, MS Teams, and phone, while also offering onsite assistance when needed to ensure SLA compliance. I managed laptop and accessory inventory with complete accuracy, coordinated vendor service requests, and supported both routine and yearly IT hardware audits for the Pune site. I handled secure user onboarding and offboarding, provisioning assets, ensuring security compliance, and coordinating asset recovery. I collaborated with cross-functional teams—including Network, Infrastructure, and Engineering—to troubleshoot and escalate critical issues, and actively participated in scheduled IT maintenance windows. My responsibilities also included reviewing vulnerability reports in Qualys (read-only access), remediating flagged devices through software removal or OS reinstallation, validating fixes, and reporting them for compliance closure. I supported AV and video conferencing setups across locations, handled warranty cases for Lenovo and Apple devices, contributed to IT outage resolution, and conducted internal knowledge-sharing sessions to upskill IT and cross-functional teams.

During my early days at Hitachi Vantara, I was involved in resolving a global IT outage caused by a misconfiguration in the Carbon Black endpoint security tool, which blocked many users worldwide from logging into their systems. With limited guidance and mounting pressure, I devised a manual recovery method by leveraging BitLocker recovery in Windows recovery mode. This involved gaining administrative command-line access by replacing sethc.exe with cmd.exe, resetting the local admin account password, and disabling Carbon Black services through the registry. I successfully used this method to recover several user machines, and my approach was immediately shared by my manager on a company-wide desktop operations call across multiple sites. A few days later, I learned that my workaround was later scripted and deployed enterprise-wide by the desktop engineering and security teams to automate the recovery process. Contributing to a live enterprise incident at such an early stage helped sharpen my problem-solving mindset and reinforced the importance of creative thinking in high-pressure situations.

Tools: ServiceNow, Excel, Bomgar, RDP, Qualys, Absolute, Windows AD, Microsoft Entra ID, Okta, Outlook, MS Teams , PowerShell, Lenovo/Apple Warranty Portals, KeePassXC, WinSCP, Microsoft Authenticator, Microsoft Intune / Company Portal, PAM (Privileged Access Management)

Desktop Engineer

In my previous role at Schneider Electric (via Vision India Services Pvt Ltd), I deployed Windows 10 systems for the R&D lab using WDS over LAN through PXE boot. While I did not manage the WDS server directly, I have knowledge in its configuration and understand how it operates within an enterprise imaging environment. I independently set up and managed a Kali Linux VM running OpenVAS for internal vulnerability scans, and also worked with Nessus (with limited access, managed by the senior network lead) to identify and report vulnerabilities. Remediation involved coordinating patching, disabling misconfigured services, and validating fixes across R&D systems. I used PowerShell scripts (developed by my manager) to detect weak passwords, unauthorized admin accounts, and open SMB shares, reviewing the output and supporting remediation actions. I also performed basic user and group administration using Active Directory and handled onboarding/offboarding, including account setup, access provisioning, and hardware allocation. Additionally, I maintained a separate asset sheet for tracking R&D equipment frequently received at the Hyderabad site. Upon delivery, I logged and labeled each item before transferring them to respective teams, ensuring proper documentation and control prior to lab usage. I resolved L1/L2 tickets via the internal helpdesk portal, maintained IT inventory for compliance tracking, supported Windows/Linux system setups for development teams, and assisted with local data center maintenance and secure access handling. I managed AV setups for video conferencing systems and coordinated with vendors for hardware upgrades and repairs.

Tools: WDS (PXE Boot), WinSCP , OpenVAS, Nessus, Active Directory, PowerShell, Putty, Kali, KeepassXC, MS Teams, Outlook

IT Specialist

In this role at Sutherland(via Practical Methods IT Services Pvt Ltd), I delivered remote technical support to global users via voice, email, and remote desktop tools like LogMeIn Rescue, ensuring timely resolution of issues and adherence to SLAs. I tracked and managed incidents using ServiceNow, maintaining detailed records and coordinating escalations where necessary. My responsibilities included supporting secure connectivity solutions such as Cisco AnyConnect, DUO VPN, and RSA SecurID, helping to ensure secure access for remote employees. I also diagnosed and configured softphones like Genesys and Avaya, and provided basic troubleshooting for VoIP hardware. In virtualized environments, I supported VDI platforms including Dizzion and VMware Horizon, assisting with session resets and access-related issues. Additionally, I managed Active Directory user accounts — handling password resets, group assignments, and access troubleshooting — while enforcing access control policies. I also offered guidance for desktop hardware and software issues, contributing to improved endpoint reliability and end-user productivity.

Tools: LogMeIn Rescue, Cisco AnyConnect, DUO, RSA, PingID, VMware Horizon, Active Directory, ServiceNow, Genesys, Avaya, Dizzion

Desktop Engineer

In my first role, I assembled and upgraded desktop systems for clients, ensuring hardware compatibility and secure configurations. I conducted hardware-level diagnostics and performed repairs on desktops and laptops to improve system reliability. I installed and configured both Windows and Linux operating systems, applying basic system hardening practices for endpoint security. I provided hands-on support for hardware and software issues, contributing to business continuity for small offices and individual clients. Additionally, I configured basic network devices such as routers and switches, and helped set up secure LAN environments. I also guided customers in selecting suitable IT hardware, peripherals, and accessories based on their needs and budget.

Tools: Windows OS, Linux OS, Hardware tools, LAN setup, BIOS configs, Routers, Basic Networking Utilities