Poonam Dudhane
IT Support Engineer Level 3
Nagpur,MH
Summary
Experienced L3 IT Support & Infrastructure Engineer with 8+ years of expertise in enterprise technical support, network troubleshooting, Windows Server, Active Directory, Microsoft Azure (AZ-104), Azure AD, VPN, LAN/WAN, routing, switching, DNS, DHCP, VLAN, and firewall support. Skilled in Microsoft Intune, SCCM, Endpoint Security, Autopilot, and Microsoft 365 administration including Exchange Online, Teams, Outlook, SharePoint, MFA, Conditional Access, and DLP.
Proficient in handling P1/P2 incidents, RCA, SLA/KPI management, ITILv4 processes, and enterprise operational support using ServiceNow, BMC Remedy, PowerShell, and monitoring tools. Experienced in mentoring teams, conducting technical training, vendor coordination, and delivering 24×7 production support with strong focus on operational excellence and service improvement.
Overview
9
9
years of professional experience
5
5
Certifications
Work History
IT Support Engineer Level 3
Amazon Development Centre PVT.LTD.
10.2021 - Current
- Provided end-to-end technical support for Windows OS, macOS, Microsoft 365, Azure AD, Intune, Active Directory, VPNs, email, and collaboration tools (Teams, Zoom) in a large enterprise environment
- Provided training and knowledge transfer sessions to junior team members, enhancing their technical skills and onboarding efficiency
- Led and mentored a team of 15–20 members, ensuring smooth operations and adherence to process standards
- Diagnosed and resolved complex hardware, software, and network issues using logs, monitoring tools, and structured root cause analysis (RCA) to prevent recurring incidents
- Managed high-severity (P1/P2) incidents, participated in critical incident bridges, and led post-incident RCA and corrective actions
- Troubleshot network connectivity issues involving DNS, DHCP, TCP/IP, VLANs, inter-VLAN routing
- Delivered 24×7 L2/L3 operational support, including proactive monitoring, capacity planning, infrastructure audits, and SLA/KPI compliance
- Provided remote network and server support including WAN failover (WAN flipping), GB stack issues, firewall reboots, router implementation, and MDF/IDF switching, port configuration, and shutdowns
- Utilized tools such as PuTTY, SSH, Configuration Manager, PowerShell, and ITSM platforms (ServiceNow, BMC remedy) for incident, change, and service request management
- Good understanding overAZ-104: Azure VM, VNet, Subnetting, NSG, VPN Gateway, Azure AD, RBAC, Storage Account, Backup & Recovery, Azure Monitor, Log Analytics, VM troubleshooting, RDP/SSH, VNet Peering, Conditional Access.
- Microsoft Intune / Microsoft 365: Intune Enrollment, Compliance Policies, Autopilot, Device Management, BitLocker, Defender, MFA, Exchange Online, Outlook Troubleshooting, Teams Support, SharePoint, OneDrive, DLP, Azure AD Connect, User & License Management, Endpoint Security, Incident & SLA Management.
- Collaborated with internal teams, vendors, and facility operators, mentoring junior engineers and maintaining technical documentation while adhering to ITIL-based incident, problem, and change management processes
IT Analyst
HCL Technologies, Inc.
04.2019 - 10.2021
- Delivered high-volume customer and technical support, maintaining strong focus on user satisfaction and first-contact resolution
- Took end-to-end ownership of incidents, troubleshooting system, application, and hardware issues and escalating when required
- Utilized helpdesk and collaboration tools including BMC Remedy, Microsoft 365, Azure, and Microsoft Teams for incident management and communication
- Created and maintained knowledge base articles, SOPs, and solution documentation to improve resolution efficiency
- Installed, configured, and supported software and hardware systems, including local machine-level troubleshooting and VPN access
- Applied ITIL best practices for incident, problem, and change management within a helpdesk environment
- Supported endpoint security and monitoring tools such as Symantec Endpoint, CyberArk, Bluecoat, Malwarebytes, Wireshark, DLP agents, FireEye, and Cisco ISE
Business Development Executive
Scholertude web education Pvt. Ltd
01.2017 - 01.2019
- Identified and generated new B2B leads through market research, networking, and outbound prospecting
- Built and managed long-term client relationships, acting as a key point of contact for business partners and corporate clients
- Prepared proposals, coordinated negotiations, and supported contract closures in collaboration with sales and operations teams
- Analyzed market trends and competitor offerings to support pipeline growth and revenue strategy
Education
Bachelors in engineering - ETC
Nuva College of Engineering and Technology
Nagpur01-2015
Higher Secondary Certificate Examination - undefined
College-New English High School
Nagpur01-2008
Secondary Certificate Examination - undefined
School-New English High School
Nagpur01-2006
Skills
- L2/L3 Technical & Infrastructure Support
- Incident & Escalation Management RCA ITIL SLA/KPI Management Vendor & Stakeholder Management Windows Server Active Directory
- Azure AD Microsoft Azure (AZ-104, Azure VM, VNet, NSG, VPN Gateway, RBAC, Azure Monitor, Log Analytics)
- DNS, DHCP, TCP/IP, VLAN, Switching, Subnetting, LAN/WAN, OSPF, EIGRP, Basic BGP Firewall & VPN Support WAN Failover Router/Switch Configuration
- Microsoft Intune SCCM Endpoint Management
- Intune Enrollment Autopilot Compliance & Endpoint Security BitLocker Defender Patch Management
- Microsoft 365 Exchange Online Outlook Teams SharePoint OneDrive MFA Conditional Access Azure AD Connect DLP
- ServiceNow BMC Remedy PowerShell PuTTY SSH Monitoring & Alerting Tools Team Training & Technical Leadership
Certification
Completed professional training in Cisco Certified Network Associate (CCNA) covering Routing & Switching, VLAN, TCP/IP, OSPF, EIGRP, Subnetting, and Network Troubleshooting.
Timeline
Completed professional training in Microsoft 365 Administration including Exchange Online, Teams, SharePoint, OneDrive, MFA, Conditional Access, Azure AD Connect, and DLP solutions.
07-2024
Trained in Microsoft Intune and Endpoint Management including Intune Enrollment, Autopilot, Compliance Policies, Endpoint Security, BitLocker, and Device Management
04-2024
Completed hands-on training in Microsoft Azure AZ-104 covering Azure VM, VNet, NSG, VPN Gateway, RBAC, Azure AD, Monitoring, and Cloud Administration.
02-2024
Completed professional training in Cisco Certified Network Associate (CCNA) covering Routing & Switching, VLAN, TCP/IP, OSPF, EIGRP, Subnetting, and Network Troubleshooting.
06-2023
IT Support Engineer Level 3
Amazon Development Centre PVT.LTD.
10.2021 - Current
Internationally certified in ITIL 4 with strong knowledge of IT Service Management, Incident, Problem, Change, and SLA Management processes.
08-2021
IT Analyst
HCL Technologies, Inc.
04.2019 - 10.2021
Business Development Executive
Scholertude web education Pvt. Ltd
01.2017 - 01.2019
Higher Secondary Certificate Examination - undefined
College-New English High School
Secondary Certificate Examination - undefined
School-New English High School
Bachelors in engineering - ETC
Nuva College of Engineering and Technology
Declaration
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief.
- Name - Poonam Dudhane
- Location -Nagpur