Summary
Overview
Work History
Education
Skills
Interests
CORE COMPETENCIES
Timeline
Generic

ASHWINI BADGE

Senior Technical Support & Incident Management Professional
Pune

Summary

Results-driven IT and Customer Support professional experienced across incident management, technical troubleshooting, and service delivery. Delivered high-quality support through expertise in Microsoft 365, ITIL, SLA management, and cross-functional collaboration to drive client satisfaction and operational excellence.

Overview

1
1
Language
6
6
years of professional experience

Work History

Sr. Technical Support Executive

Infosys Ltd.
07.2025 - 01.2026
  • Provided technical support to global clients including Mercedes-Benz and Daimler, handling M365, application access, and identity management issues.
  • Acted as first point of contact for incidents and service requests, ensuring timely resolution within SLAs; created and maintained dashboards, reports, and user access groups.
  • Delivered end-to-end support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint); diagnosed and resolved email, synchronization, and application performance issues.
  • Collaborated with L2/L3 teams to escalate complex issues with detailed analysis; documented SOPs and maintained accurate ticket records to improve knowledge sharing.

Sr. Technical Support Executive

Mphasis Ltd.
07.2023 - 03.2024
  • Managed end-to-end support for medical benefit coverage processes, specifically Nexplanon eligibility checks, claims processing, and insurance-related inquiries.
  • Resolved tickets within SLA timelines using ticketing systems; analyzed billing discrepancies, authorization workflows, and coverage issues for accurate resolution.
  • Collaborated with cross-functional teams (healthcare providers, policyholders) to troubleshoot complex cases; documented workflows to reduce repeat tickets.

Sr. Technical Support Executive

Tech Mahindra Ltd.
11.2021 - 08.2022
  • Handled technical and service-related issues for Verizon Wired Services clients, covering smart devices, routers, FIOS/Copper, and broadband connectivity.
  • Investigated customer concerns, delivered troubleshooting solutions, and ensured timely resolution; assisted customers with plan selection and device purchases.
  • Applied ITIL incident framework to manage faults, engage the right technical resources, and escalate when required within defined SLA timelines.

Customer Support Executive

Vodafone Shared Services India
10.2019 - 07.2021
  • Provided L2 application support — monitored systems daily, reviewed logs, resolved user queries, and verified integrity and availability of services.
  • Handled mobile, prepaid plan, and network connectivity troubleshooting; raised incident reports and coordinated with internal teams for end-to-end resolution.
  • Maintained consistent client interaction, ensuring faster and efficient resolution of technical and service-related issues while meeting SLA commitments.

Education

B.Com (Bachelor of Commerce) -

Narsinha Hirayya Arts, Commerce & Science College
Amravati

HSC (Higher Secondary Certificate) -

Sanket Junior College
Mumbai, Thane West

SSC (Secondary School Certificate) -

Golden Kids English High School
Amravati

Skills

  • Tools & Platforms: ServiceNow, Zendesk, Citrix, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Frameworks: ITIL Incident Management, Change Management, SLA Governance
  • Productivity: MS Excel, MS Word, PowerPoint, Dashboard Reporting
  • Other Skills: MFA, Access Management, RITM, CSM, L1/L2 Application Support

Interests

Reading Books Cooking Personal Growth Music

CORE COMPETENCIES

  • Incident Management
  • Microsoft 365 Support
  • ITIL Framework
  • SLA Management
  • Application Support (L1/L2)
  • CRM & Ticket Systems
  • Change Management
  • Access & Identity Mgmt

Timeline

Sr. Technical Support Executive

Infosys Ltd.
07.2025 - 01.2026

Sr. Technical Support Executive

Mphasis Ltd.
07.2023 - 03.2024

Sr. Technical Support Executive

Tech Mahindra Ltd.
11.2021 - 08.2022

Customer Support Executive

Vodafone Shared Services India
10.2019 - 07.2021

B.Com (Bachelor of Commerce) -

Narsinha Hirayya Arts, Commerce & Science College

HSC (Higher Secondary Certificate) -

Sanket Junior College

SSC (Secondary School Certificate) -

Golden Kids English High School
ASHWINI BADGESenior Technical Support & Incident Management Professional