POONAM DUDHANE
IT Support Specialist
Nagpur,Maharashtra
Summary
Experienced IT Support Engineer (L3) with 8+ years of expertise in delivering enterprise-level technical, network, and systems support across Windows, macOS, and server environments. Skilled in Windows Server administration, Active Directory, Microsoft 365, and Azure (Azure AD, Intune, cloud and hybrid infrastructure). Proficient in L2/L3 network support including LAN/WAN, routing, switching, and VPN.
Proven ability to troubleshoot complex hardware, software, and network issues, perform root cause analysis, and manage high-severity incidents in 24×7 ITILv4-driven environments. Experienced in leading and mentoring teams of 15–20 members, conducting technical training sessions, and driving knowledge transfer initiatives to improve team performance and service delivery. CCNA with strong focus on operational excellence and continuous improvement.
Overview
4
4
Languages
9
9
years of professional experience
Work History
IT Support Engineer Level 3
Amazon Development Centre PVT.LTD.
Banglore
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
- Supported and troubleshot desktops, laptops, wireless devices, scanners, and network-connected printers (HP, Sharp, Zebra), along with CCTV and camera-related issues remotely.
- Collaborated with internal teams, vendors, carriers, and facility operators, mentored junior engineers, maintained technical documentation, and followed ITIL-based incident, problem, and change management processes
IT Analyst
HCL Technologies, Inc.
Nagpur
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 Network and Technical Support
Incident, Problem, and Change Management (ITIL v4)
Root Cause Analysis (RCA)
Cisco Routing and Switching (CCNA, CCNP)
Network fundamentals DNS, DHCP, VLANs, Switching, subnetting,
LAN/WAN, VPN, and firewall fundamentals
Windows Server, Intune, SCCM
Remote support and monitoring tools
SLA, KPI, vendor, and stakeholder management
Active Directory and Microsoft 365 (M365)
Microsoft Azure
M365 /Intune
Incident management
Ticket management
Trainer and leadership
Timeline
IT Support Engineer Level 3
Amazon Development Centre PVT.LTD.
10.2021 - Current
IT Analyst
HCL Technologies, Inc.
04.2019 - 10.2021
Business Development Executive
Scholertude web education Pvt. Ltd
01.2017 - 01.2019
Secondary Certificate Examination - undefined
School-New English High School
Higher Secondary Certificate Examination - undefined
College-New English High School
Bachelors in engineering - ETC
Nuva College of Engineering and Technology