SANJU PANDEY
Lansdale,United States
Summary
Dynamic Senior System Engineer with extensive experience at Cognizant, excelling in troubleshooting and cybersecurity. Proven ability to enhance user satisfaction by 20% through effective support processes. Skilled in ServiceNow and Active Directory, with a strong focus on automation using PowerShell. Committed to delivering exceptional IT solutions and support.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior System Engineer
Cognizant
Lansdale, United States
03.2025 - Current
- Troubleshoot and resolve hardware, software, and connectivity issues.
- Work at IT Solutions Spot providing walk-up/face-to-face support.
- Utilize ServiceNow for incident and request management with accurate documentation.
- Manage device inventory, lifecycle, and asset tracking in ServiceNow.
- Perform IMAC (install/move/add/change) for desktops, laptops, printers, and thin clients.
- Deploy, image, and configure Windows and mobile devices; build/breakdown workstations.
- Troubleshoot Windows and iOS devices.
- Support cybersecurity efforts including VAPT and system monitoring.
- Conduct firewall reviews and internal network assessments.
- Monitor endpoint protection, IDS/IPS, and SIEM tools to detect/respond to threats.
- Automate routine tasks using PowerShell, Bash, and Python.
- Assisted remote employees and made recommendations on handling system problems at home offices.
- Managed users' accounts in Active Directory services such as creating user accounts and resetting passwords.
- Performed root cause analysis of problems, documented faults in tracking system and generated daily reports.
IT Support Specialist
EliteITFix.com
01.2023 - 03.2025
- Provided technical support to SMB clients; resolved 10-12 tickets daily.
- Administered Office 365: Teams, Exchange, SharePoint & OneDrive.
- Managed Active Directory user accounts & group policies.
- Supported Windows Server (DNS, DHCP, File Sharing).
- Configured SonicWall & Cisco devices; managed VPN/DHCP pools.
- Deployed and administered Azure VM and networking environments.
- Configured Microsoft Teams Phone & Cisco VoIP.
- Managed and secured endpoints through Intune.
- Performed data backup and restoration with Symantec & Veeam.
IT Support Technician
Silverhill.online
02.2021 - 12.2022
- Resolved 14-18 tickets daily while ensuring SLA compliance.
- Performed system onboarding/offboarding, including device imaging.
- Troubleshot Windows, MFA, Outlook, and BSOD issues.
- Supported basic AD administration including user accounts.
- Resolved LAN/WAN, DHCP, Wi-Fi, and IP conflicts.
- Installed & configured printers and supported print servers.
- Increased user satisfaction by 20% through improved support processes.
Education
Bachelor of Science - Finance
Penn State University World Campus
Centre County, PennsylvaniaSkills
- Deskside Support
- Walk-up Support
- PC Troubleshooting
- Mac Troubleshooting
- Imaging
- ServiceNow
- Office 365
- Active Directory
- Group Policy
- Windows Server
- Mobile Device Management
- Networking
- SonicWall Administration
- Cisco Administration
- VPN
- VoIP
- Azure VM
- Hyper-V
- Backup/Recovery
- Cybersecurity
- Scripting
- Asset Management
Certification
- CompTIA Network+
- Microsoft Azure Fundamentals
- Microsoft 365 Fundamentals
Languages
- English
- Hindi
- Nepali
Personal Information
Citizenship: U.S. Citizen
Timeline
Senior System Engineer
Cognizant
03.2025 - Current
IT Support Specialist
EliteITFix.com
01.2023 - 03.2025
IT Support Technician
Silverhill.online
02.2021 - 12.2022
Bachelor of Science - Finance
Penn State University World Campus