Akash Hegde

Melbourne

Led enterprise site network infrastructure projects and served as the internal technical authority and lead network architect. Designed and deployed branch networking, security, and modern workplace cloud solutions, and managed site decommissioning and operational handovers.

• Led end-to-end delivery of enterprise site network infrastructure projects, managing primary implementation partner CG and directing on-site execution through Centech hands-and-feet field engineers.
• Engineered and commissioned modern branch network architectures using Zscaler ZT600 Zero Trust Branch (ZTB) appliances integrated as combined Layer 3 switches, WAN edge routers, and next-gen firewalls.
• Authored High-Level Design (HLD) documentation, site-specific logical network topology diagrams, implementation runbooks, and operational deployment guides.
• Developed predictive wireless coverage models and site heatmaps using Hamina.com and onboarded Cisco Catalyst 9174I Access Points to a dedicated Cisco Meraki Cloud Controller.
• Designed and deployed secure, isolated guest Wi-Fi access solutions and led Post-Verification Testing sessions to achieve formal project sign-off and operational transition.
• Spearheaded site decommissioning in compliance with ISO 27001, including change controls, configuration sanitization, de-registration of network equipment, and CMDB updates.
• Designed and implemented modern workplace technologies under the tollcustomer.com domain, including Office 365 mailboxes, Modern SharePoint, Entra ID Conditional Access, MFA, and Microsoft Purview retention and lifecycle policies.
• Designed and implemented a rapid-deployment remote-site network using Starlink Enterprise with direct router-less IPsec VPN integration.
• Executed a tenant-to-tenant SharePoint migration for defense projects using ShareGate, retaining metadata, site structures, and granular user permissions.
• Executed multi-site decommissioning and commissioning cutovers with zero unplanned business downtime.

Braeside

Provided Office 365, Azure, Intune, Exchange, infrastructure, and security expertise and support. Managed vulnerability scans, server testing and patching, ITIL processes, and regional security initiatives.

• Delivered subject matter expertise of Office 365 with emphasis in architectural design, migration, management and support of implementations.
• Provided Office 365 security expertise, including Azure Active Directory, single sign-on and multi-factor authentication.
• Provided Level 2 and 3 support for Office 365, SCCM, Azure, Intune, Exchange 2016 On Prem, Hyper V Clusters, Dell Power Store and Commvault.
• Performed monthly production and on-prem server testing and patching; managed policy compliance and vulnerability scans in Nessus.
• Provided approvals for software installations, site review for web access, Palo Alto exceptions, and vulnerability exceptions.
• Implemented a full disk encryption solution using BitLocker encryption technology, eliminating the risk of removal of company HDD for malicious use.
• Recognized as Collaboration and Security Champion for the AUSPAC region; led the Layer 2 switch upgrade for the Braeside and Perth offices.
• Spearheaded Windows 11 migration of 820 laptops using SCCM in-place upgrade.
• Created a Microsoft Framework Chatbot for one level contact regarding IT queries and issues.
• Automated Office 365 onboarding procedures utilizing Claude AI to collaborate HR Workday and AD, eliminating manual addition of users to common AD groups.
• Decommissioned an engineering file server and guided users to move data to MS SharePoint; completed file share migrations to SharePoint Online for the Singapore 2023 project.

Melbourne

Delivered Office 365 security, architectural design, migration, management, and implementation support for a Victorian Government COVID hotel accommodation project.

• Provided Office 365 security expertise, including Azure Active Directory, single sign-on, multi-factor authentication, and VMware Horizon security.
• Implemented Mimecast integration with MS Outlook, releasing or blocking emails in accordance with security audits.
• Planned and implemented Microsoft AI (Teams Virtual Agent) to reduce incidents and repeated tickets.
• Presented and implemented the ISO21001 CQV Security Framework (CSF) for users to follow best practices against phishing, spamming, and other cyber attacks.
• Designed a project plan and detailed How-To for an SCCM upgrade for global clients and designed and implemented SCCM 2012 solutions.
• Automated Office 365 onboarding procedures using Windows PowerShell.
• Successfully planned and implemented Microsoft AI (Chatbot) and Mimecast for Outlook under the MSO365 policy improvement process.

Melbourne

Supported business customers with Office 365 services and onboarding, Azure network configuration, SCCM deployments, and technical issue resolution. Prepared change plans and managed SLA tickets via Cherwell.

• Guided customers in onboarding their organizations to Office 365 services such as Azure, Exchange Online, and Office 365 ProPlus.
• Provided technical support for Office 365 products and services and resolved Office 365 and ProPlus Suite configuration issues.
• Designed and configured Azure Virtual Networks (VNets), subnets, Azure network settings, DHCP address blocks, DNS settings, security policies and routing.
• Managed Windows 10 deployments via SCCM 2012 and MDT and performed software packaging and distribution, software metering, and software and hardware inventory.
• Designed the project plan and detailed How-To for an SCCM upgrade for global clients and designed and implemented SCCM 2012 solutions.
• Acted as an escalation point for Service Desk Engineers and IT Support Engineer L2 for Cherwell, Office 365, Active Directory and SCCM issues.
• Formulated a collection setup and query for more than 60 business applications as an enterprise setup.

Melbourne

Managed Microsoft infrastructure, Exchange and Office 365, Intune mobile device management, Active Directory, and user support. Led system administration and infrastructure improvements.

• Migrated 200 mailboxes from Exchange 2010 to Office 365.
• Managed Microsoft Intune mobile device management for 320 mobile phones and tablets.
• Managed Microsoft Exchange/Teams server and Active Directory infrastructure, including users, groups, conditional access policies, and MFA.
• Managed the implementation and operations of mobile device management for iOS and Android devices.
• Managed three System Administrators and trained them in IT troubleshooting across exchange, server and network environments.
• Spearheaded Azure Q&A API to mitigate repeated issues and collate work instructions in a centralized format.
• Improved uptime from 92.8% to 99.7% through process and policy improvements.
• Increased employee productivity by 26 percent by assisting with development, testing and deployment of cross-platform mobile applications for Android and iOS devices.
• Reduced issue and problem-based IT tickets by implementing Azure Chatbot AI for first-level IT support.

Melbourne

Maintained Windows server and Active Directory services, supported users and IT infrastructure, and handled server, email, virtualization, and device administration.

• Maintained, patched and serviced MS Servers 2008, 2012, and 2016.
• Designed and maintained Active Directory services and supported Exchange O365 migration.
• Worked on and maintained Hyper V and VMware servers.
• Provided Tier II and III support to users and IT infrastructure.
• Acted as an escalation point for advanced network and systems issues and consistently earned 100% issue-resolution scores.
• Increased infrastructure performance by developing a new answer file using Microsoft WDS over PXE boot technique.
• Reengineered the company’s systems setup, optimizing performance, installing upgrades and patches, establishing monitoring, and maintaining security protocols.

Melbourne

Deployed and configured Windows desktops in a distributed environment and performed SCCM, Active Directory, application distribution, server, printer, hardware, and cabling support.

• Deployed and configured Windows 7 desktops in a distributed environment using SCCM 2007 USMT.
• Performed Active Directory and group policy administration, application distribution, and SCCM 2007 administration.
• Configured file and print servers, printers, and multi-function devices; assembled desktops, laptops, printers and scanners.
• Deployed and tuned OS and server software to enhance system performance.
• Prepared SCCM logs and implemented SCCM performance tuning procedures.

Bangalore, India

Administered Windows servers, Active Directory, backups, system updates, and client operating system deployments. Worked in incident management and supported virtual desktop infrastructure.

• Administered Windows Server 2003/2008/2012 and managed Active Directory users and groups.
• Worked with backup and restore tools including Commvault and Tivoli Storage Manager.
• Analyzed system logs, identified potential issues, and applied operating system updates, patches and configuration changes.
• Deployed Windows 7 to clients through WDS and installed, configured and managed Windows Server Update Services and SCCM.
• Achieved the 100% target of completing and closing incidents, requests, and tasks before the SLA deadline.
• Served as primary contact for virtual desktop infrastructure issues and highlighted ongoing issues to onshore counterparts for permanent fixes.
• Interviewed and recruited 40+ candidates for VDI infrastructure requirements.

Bangalore, India

Created and installed OS templates for lab and testing, managed users and access permissions, researched security patches and software packages, and provided technical support.

• Created and installed various OS templates for lab and testing purposes.
• Managed users, groups, roles and access permissions.
• Researched new security patches, software updates, and software packages for potential distribution within the department.
• Ensured the SCCM client software was running properly on all client computers.
• Created infrastructure to support financial services operations and improved auditing processes.
• Developed a cloud infrastructure model where RAID space and memory leakage is reduced.

Bangalore, India

Served as the frontline point of contact for technical incidents, supported more than 3,000 users, and provided Microsoft Exchange, Active Directory, and network drive support.

• Served as the frontline primary point of contact for users reporting issues and incidents via telephone.
• Provided front-line assistance to 3000+ users, resolving incidents first-time-final or escalating tickets from tier 1 to tier 2 or 3 using ServiceNow.
• Supported users on the Microsoft Exchange platform, created and modified Active Directory group rights, and provided support accessing network drives.
• Reduced workstation set-up time by 50% by developing a disk-cloning procedure.
• Promoted as lead Engineer in a critical business venue six months after joining.
• Listed in the top 6 out of 50 in the best desktop engineer of the year 2012 for outstanding customer satisfaction.