Pranali Dharmale

Senior Analyst L3 Support

Pune,MH

Summary

Dynamic and detail-oriented IT Support Specialist with 3 years of experience supporting global IT infrastructures in fast-paced environments. Proficient in resolving hardware, software, network, and cloud platform issues across Windows, macOS, and Linux systems. Adept in incident management, Office 365 administration, and network troubleshooting. Strong hands-on experience with enterprise tools including ServiceNow, JIRA, Citrix, Azure AD, and Google Workspace. Proven ability to lead teams, communicate effectively with international stakeholders, and deliver support aligned with global ITIL standards. Demonstrated success in leading a 35-member team at Capgemini, enhancing service quality and driving continuous improvement.

Overview

years of professional experience

Certifications

Work History

Senior Analyst - IT Support & AV Administration

Capgemini

02.2022 - 07.2025

- Delivered technical support to over 100 employees across hybrid (on-site/remote) platforms.
- Managed IT tickets and incidents via ServiceNow, maintaining 98%+ SLA compliance.
- Administered Active Directory, handling user account lifecycle, access controls, and group policies.
- Troubleshot DNS, DHCP, IP, and VPN issues in coordination with network and server teams.
- Supported and maintained the Office 365 environment: Exchange Online, Teams, Intune, and OneDrive.
- Conducted Windows OS installations, updates, hardware setups, and patch management for compliance.
- Delivered L2/L3 desktop and application support across regional and global teams.
- Managed webcast operations (VBrick, Cisco codecs), AV conference systems, and event support.

Education

Bachelor of Engineering (B.E) – EEE - Engineering

Prof. Ram Meghe College of Engineering & Management

Amravati, India

04.2001 -

Skills

- Technical Support & Systems

Certification

- Google IT Support Professional Certificate

Timeline