Proficient in mentoring teams to enhance customer experiences and ensure SLA compliance, while fostering collaboration, innovation, and operational excellence.
Hi, I’m
Ajinkya Bamhankar
IT Support Engineer
Pune
Summary
Overview
11
years of professional experience
5
Certifications
1
Language
Work History
ELABS Infotech (Client: LTIMindtree)
Senior Software Engineer (Tech Lead)
02.2023 - 05.2025
Job overview
- Delivered advanced support for Microsoft 365 applications across enterprise and business tiers, including PSFP engagements.
- Led a 20-member technical support team, managing case allocation, performance reviews, and SLA adherence.
- Conducted daily case escalations with Microsoft Technical Advisors, ensuring faster resolution of aged and critical cases.
- Mentored junior engineers, improving technical proficiency and client satisfaction scores.
- Oversaw shift scheduling, hybrid attendance, and quality audits to maintain seamless operations.
- Provided data-driven performance insights to management, recommending actionable process improvements.
- Consulted on Office 365 subscriptions.
- Troubleshot Office apps.
- Raised and escalated issues to Microsoft for change requests or to inform global issues for quick fixes.
- Provided support to global clients (APAC, EMEA & US).
- Conducted weekly meetings with team members as well as refresher training.
BNY Mellon
Senior Onsite Support Analyst
11.2015 - 01.2023
Job overview
- Delivered enterprise-level IT support using Remedy ticketing systems, ensuring strict SLA compliance.
- Administered account management tasks including password resets, account unlocks, and access control.
- Supported remote troubleshooting via RDC, WebEx, TeamViewer, and DameWare, minimizing operational disruptions.
- Conducted regional training programs for new and existing employees, boosting team efficiency.
- Led installation, configuration, and conflict resolution for internal and third-party software applications.
- Served as an Emergency Management Team (EMT) member, ensuring operational resilience during critical system events and outages.
- Served as Senior Engineer for operating system issues and application troubleshooting.
- Installed anti-virus and security patches.
- Troubleshot M365 applications.
- Worked on all 3 modalities: phone, chat, and ticket via ticketing tool.
IMSI Pvt. Ltd. (Franchisee of IBM)
Remote Desktop Support Engineer
07.2014 - 11.2015
Job overview
- Delivered remote technical support for diverse client environments, reducing downtime and improving productivity.
- Managed Active Directory user accounts, maintaining security and compliance standards.
- Resolved VPN and VDS-related issues, ensuring uninterrupted connectivity for enterprise users.
- Authored technical documentation to standardize support processes and improve troubleshooting efficiency.
- Provided comprehensive support for Office 365 and mobility applications, ensuring smooth cross-platform performance.
- Supported remote troubleshooting via RDC, WebEx, TeamViewer, and DameWare, minimizing operational disruptions.
- Conducted regional training programs for new and existing employees, boosting team efficiency.
- Led installation, configuration, and conflict resolution for internal and third-party software applications.
- Served as an Emergency Management Team (EMT) member, ensuring operational resilience during critical system events and outages.
- Served as Senior Engineer for operating system issues and application troubleshooting.
- Installed anti-virus and security patches.
- Troubleshot M365 applications.
- Worked on all 3 modalities: phone, chat, and ticket via ticketing tool.
Education
Savitribai Phule Pune UniversityPune, India
from Bachelor of Arts
University Overview
Skills
Microsoft 365 issue resolution
Azure platform proficiency Cloud resource administration Access control strategies
Microsoft Office proficiency Communication tools File sharing support
IT service management practices ServiceNow and Remedy knowledge
Remote access services
Connectivity resolution Remote access management System performance analysis
Support ticket escalation
Incident resolution & QA
Introduction to generative AI
Certification
Microsoft Certified Technology Specialist (MCTS)
Timeline
Senior Software Engineer (Tech Lead)
ELABS Infotech (Client: LTIMindtree)
02.2023 - 05.2025
Senior Onsite Support Analyst
BNY Mellon
11.2015 - 01.2023
Remote Desktop Support Engineer
IMSI Pvt. Ltd. (Franchisee of IBM)
07.2014 - 11.2015
Savitribai Phule Pune University
from Bachelor of Arts