Pooja CM
Bengaluru
Summary
Dedicated and focused Senior Support Engineer who excels at prioritising, completing multiple tasks simultaneously and following through to achieve project goals. Seeking role of increased responsibility and authority.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
Lenovo
Bengaluru
05.2024 - 11.2025
- Led high-priority incident triage and resolution coordination across enterprise collaboration platforms ensuring SLA compliance.
- Acted as incident bridge coordinator, directing engineering teams during outages and communicating real-time updates to stakeholders.
- Utilized PowerShell scripting to automate mailbox management and Active Directory tasks.
- Troubleshot user issues across hybrid environments with Microsoft 365 applications and on-premise systems.
- Diagnosed network connectivity issues (VPN, DNS, TCP/IP routing paths) across hybrid enterprise environments.
- Maintained expertise in Linux command line for effective troubleshooting.
- Transformed negative feedback into positive outcomes through strong communication skills.
- Managed high-priority incidents while mentoring peers and ensuring compliance with SLAs.
- Conducted post-incident problem management reviews and root cause analysis, recommending preventive improvements.
Senior IT Analyst
DXC Technology
Bengaluru
05.2020 - 04.2024
- Troubleshot diverse issues, including network (Wi-Fi, VPN, DNS, TCP/IP), hardware drivers, and connectivity, escalating to infrastructure teams to minimize downtime.
- Delivered Tier 2/3 technical support for complex issues, coordinating with internal teams and vendors for timely resolutions.
- Contributed to IT infrastructure projects such as server upgrades and migrations, collaborating with stakeholders to fulfill technical and business needs.
- Created and maintained system documentation, including configurations and troubleshooting guides, to enhance internal training and issue resolution efficiency.
- Mentored junior technicians on best practices while participating in team meetings and knowledge-sharing sessions to remain updated on technologies.
Support Engineer
Unisys India
Bengaluru
05.2019 - 04.2020
- Delivered first-level technical support via phone, email, and ticketing systems to resolve hardware, software, and network issues.
- Performed remote troubleshooting with desktop tools, addressing system errors, software installations, VPN, and connectivity problems.
- Supported setup, configuration, and maintenance of desktops, laptops, printers, and virtual machines to ensure optimal performance.
- Escalated complex cases to higher-tier teams while documenting case lifecycles to maintain SLA adherence.
Senior IT Coordinator
Posiflex Technology
Bengaluru
03.2017 - 05.2019
- Managed daily IT helpdesk operations, prioritizing ticket queues for timely resolution of issues.
- Collaborated with internal teams and vendors to conduct root cause analysis and resolve escalated incidents.
- Implemented process improvements to reduce recurring issues and minimize system downtime.
IT Coordinator
HCL Technologies
Bengaluru
05.2016 - 03.2017
- Coordinated daily IT operations, prioritizing support tickets and facilitating end-user assistance across hardware, software, and network issues.
- Maintained IT asset records, overseeing procurement, licensing, audits, and lifecycle management.
- Documented procedures and configurations to enhance training and knowledge sharing among staff.
- Collaborated with internal teams and vendors to implement IT projects and conduct system upgrades.
- Performed regular monitoring and maintenance of infrastructure components including servers and security systems.
Education
Bachelor Of Engineering (BE) - Information Science
GMIT College Of Engineering, Visvesvaraya Technological University
08-2014
Diploma in Compute Science - Computer Science
Sri Renuka Integrated Polytechnic
08-2011
Skills
- Helpdesk ticketing systems (ServiceNow)
- P1/P2 Incident Response
- Incident Bridge Leadership
- Root Cause Analysis
- SLA Management
- Problem Management
- Remote desktop support tools (Remote Desktop Protocol, TeamViewer, BeyondTrust, QuickAssist, LogMe)
- Network troubleshooting (TCP/IP, DNS, DHCP)
- Active Directory and Microsoft Exchange administration
- Customer service and communication
- Azure Account Management
- MFA, SSO, AAD
- Power BI
- Knowledge of Windows and Microsoft Office suite
- MS Office Tools, Windows Server, O365, Teams
Certification
- Microsoft Certified: Azure Fundamentals (AZ-900) – 2026
- ITIL V4 Foundation
Additional Information
- DOB : 05/09/1992
- Marital Status : Married
- Address : Vijaylakshmi Paradise, 13th Cross Maruthi Layout, Hebbal, Bengaluru
- Languages : English, Kannada, Hindi, Telugu
Timeline
Senior Technical Support Engineer
Lenovo
05.2024 - 11.2025
Senior IT Analyst
DXC Technology
05.2020 - 04.2024
Support Engineer
Unisys India
05.2019 - 04.2020
Senior IT Coordinator
Posiflex Technology
03.2017 - 05.2019
IT Coordinator
HCL Technologies
05.2016 - 03.2017
Bachelor Of Engineering (BE) - Information Science
GMIT College Of Engineering, Visvesvaraya Technological University
Diploma in Compute Science - Computer Science
Sri Renuka Integrated Polytechnic