Dipasmita Kar

• Supported enterprise end users and provide L1/L2 technical support across a global level device Microsoft Intune and Windows Autopilot environment.

• Resolve 15–25+ ServiceNow incidents daily within SLA, keeping SLA compliance above 95% through fast triage and timely escalation of P1/P2 issues to L3 teams and vendors.

• Manage Azure Active Directory (Entra ID), including account administration, GPO structuring, and RBAC access control, with zero audit findings to date thanks to consistent least-privilege enforcement.

• Troubleshoot remote access and authentication issues across Citrix Virtual Apps and VPN for a multicultural, global user base, cutting down repeat tickets by tracking down recurring root causes.

• Coordinate macOS reimaging and WDS-based Windows provisioning for device refresh cycles, consistently hitting refresh-schedule targets by working closely with end users and asset teams.

• Run end-to-end asset lifecycle management — allocation, refresh planning, inventory, retirement — and improved inventory accuracy through more disciplined real-time tracking.

• Communicate clearly and resolve issues for customers across global teams, holding steady SLA performance even while handling complex L3 escalations for MDM and infrastructure incidents.

Converted raw datasets into visualisations and structured insight reports using Python, NumPy, Pandas, Matplotlib, enhancing data comprehension for stakeholders and executed two projects , Heart Disease Prediction System & Bike Detection System. Analysed large datasets with SQL and classification algorithms, delivering insights that informed strategic decision-making processes.