ANTONIO LOMBARDO - Senior IT Analyst

Websites

linkedin.com/in/antonio-lombardo

Summary

IT specialist with proven skills in Azure/Entra ID, ServiceNow/ITIL, and Active Directory management. Adept at overseeing Zscaler (ZIA/ZPA) and Microsoft Intune environments, facilitating smooth network and VPN functionality. Background includes SAP support and effective use of SharePoint/M365 for improved teamwork. Dedicated to advancing technology and refining IT infrastructure to align with business goals.

Certification

Certified Help Desk Agent – 1st Level
Business Correspondence & Foreign Languages
Healthcare Professional O.S.S.
Sales & Telemarketing Professional

Work history

Senior IT Analyst

HCLTech

2025.07 - 2025.12

Identity & Access Management (IAM): Managing user lifecycles within Active Directory and Azure Entra ID, handling complex access rights, group policies, and ensuring secure authentication protocols (SSO, MFA)
ITSM & Incident Management: Specialized in Tier 1 & 2 incident resolution via ServiceNow. Focused on rapid diagnosis of technical issues to minimize downtime and strictly adhere to Service Level Agreements (SLAs)
Network Security Support: Supporting enterprise security via Zscaler (ZIA/ZPA), troubleshooting internet access issues, secure gateway connectivity, and VPN performance for hybrid workforces
Enterprise Application Support: Providing dedicated support for SAP ERP environments, resolving account lockouts, authorization errors, and functional access issues
Collaboration & Content Management: Administering access and permissions for SharePoint sites and corporate Intranet portals, ensuring seamless document availability for cross-functional teams

Systems Support Specialist

UST

2025.01 - 2025.07

Global IT Operations: Delivered high-volume Tier 1 & 2 IT support for international users, effectively managing incident lifecycles with focus on SLA compliance and user satisfaction
Identity Management: Administered user identities, licenses, and security groups in Azure Entra ID, ensuring compliance and resource access
Device Management (MDM): Executed Intune device enrollments and compliance checks for corporate endpoints
Onboarding/Offboarding: Managed account creation, laptop configuration, and permission management for new hires and terminations
(Remote)

Service Desk Support Analyst

Capgemini

2024.04 - 2025.01

Front-Line Support: Served as the primary point of contact for incidents via ServiceNow, providing immediate Tier 1 support with high first-call resolution rate
Application Support: Supported Office 365, Teams, VPN, and SAP access issues, minimizing user impact
Knowledge Management: Created knowledge base guides and documentation to improve team efficiency

Technical Support Agent

Audi Infotainment Systems

2021.01 - 2022.07

Multilingual Support: Provided IT support in Italian, Spanish, and English for infotainment systems with high user satisfaction
Diagnostics: Troubleshoot connectivity and update issues, conducting remote diagnostic sessions to resolve faults

IT Service Desk Analyst

Tata Consultancy Services

2018.08 - 2019.10

Provided Tier 1 IT support for global users, managing requests and incidents with focus on timeliness and quality
Supported SAP troubleshooting and managed password resets/permissions in Active Directory

LANGUAGES

Italian - Native

Beginner

Spanish - C2 - Proficient

Beginner

English - B2 - Upper Intermediate

Beginner

Portuguese - B1 - Intermediate

Beginner

Skills

Azure / Entra ID
ServiceNow / ITIL
Active Directory
Zscaler (ZIA/ZPA)

Microsoft Intune
SAP Support
SharePoint / M365
Network / VPN