PUJA BHAGAT
Hyderabad,Telengana
Summary
I am a B.Tech graduate with 9 years of progressive experience in IT Support and Service Management. I am a dedicated and highly competent IT professional with a proven track record in resolving complex escalated issues across Mobile Device Management (MDM), Cloud Services (Microsoft Azure), Office 365, Active Directory, MS exchange and enterprise applications in Windows and macOS environments. My expertise spans ticketing systems, user provisioning, and SLA management in fast-paced IT service delivery environments. I am adaptable, proactive, and detail-oriented with strong technical acumen and a commitment to maintaining high service quality standards.
Overview
9
9
years of professional experience
2
2
Certifications
1
1
Language
Work History
Mobile Device Management Analyst (Tier 2)
TCS
Hyderabad
03.2022 - 05.2025
- Worked with Sherwin Williams Project as a Mobile Device management Analyst (Tier 2) support
- Handling escalated tickets for users with Mobil device issues (Apple OS- iPhone and iPad)
- Resolving issues with Company portal enrollment issues, carrier issues (US carriers) and apps installation issues.
Member Technical
ADP Pvt Ltd.
Hyderabad
06.2019 - 03.2022
- Handling tier 2 escalated tickets in remote IT Service Desk environment
- Managing issues related to Outlook, Emails, WebEx, Citrix, and Software-related problems. Hands on experience on MS Exchange, Citrix Director, Active Directory, SCCM tool.
- Creating Distribution Lists (DLs), Mailboxes, and Service Accounts
- Supporting MDM (Mobile Device Management) solutions and device enrollment processes
- Troubleshooting mobile device issues, configuration, and security compliance
- Meeting SLAs and maintaining high-quality service delivery
- Skilled in ServiceNow ticketing system for request and incident management
Project Engineer
Wipro Technologies
04.2016 - 06.2019
- Handled requests and incidents for tickets raised through ServiceNow
- Worked extensively with Active Directory management and administration
- Managed SAP-related support and troubleshooting
- Troubleshot Microsoft Office 365 issues and cloud services
- Provided Windows operating system support and maintenance
- Handled software licensing and installation requests
- Successfully met SLAs and maintained ticket resolution timelines
- Recognized as top talent in 2018
- Project: Vestas Wind Systems, Denmark
Education
B. Tech - Electrical & Electronics Engineering
ABIT
Cuttack01.2015
+2 Science - undefined
S.B Women's College
01.2011
10th - undefined
St. Joseph's Girls' High School
01.2009
Skills
IT Service Desk: Tier 2 Support, Incident & Request Management, SLA Management
Platforms & Tools: ServiceNow, Microsoft Intune, Microsoft Entra ID Manager, Active Directory, MS Exchange, Microsoft Office 365, Microsoft Azure, Citrix, Avaya, Webex
Mobile device management expertise
Cloud Services: Microsoft Azure Administration, Office 365 Cloud Services
Accomplishments
- Ranked 1st among Technical Team Members consecutively for 3 months - recognized for excellence in ticket resolution and customer satisfaction
- Awarded as Top Talent in Wipro twice in 2018 - recognition for outstanding technical performance and professional growth
- Demonstrated expertise in managing high-volume escalated tickets with consistent SLA compliance
- Proven ability to quickly master new technologies and adapt to evolving IT infrastructure and service requirements
- Strong track record of delivering high-quality technical support in dynamic, multi-site environments
Extracurricular Activities
Participated in the National Seminar on "Industrial Control and Electronics Engineering" by AICTE, New Delhi Participated as a Coordinator in the college Tech-Fest
Certification
AZ-104: Microsoft Azure Administrator - Certified (Sponsored by Tata Consultancy Services)
Professional Attributes
- Technical Competency: Strong technical acumen with quick grasp of new platforms and technologies
- Service Excellence: Dedicated to delivering high-quality support with meticulous attention to detail and SLA compliance
- Reliability & Dependability: Consistent performer with strong work ethic and commitment to organizational goals
- Problem-Solving: Strategic thinker with strong analytical and troubleshooting capabilities
- Communication: Excellent written and verbal communication skills with ability to explain technical concepts clearly
- Adaptability: Flexible and resilient professional comfortable working in dynamic, evolving environments
- Teamwork: Collaborative team player with positive attitude and willingness to support colleagues
- Self-Directed Learning: Proactive in professional development and staying current with industry trends
Timeline
Mobile Device Management Analyst (Tier 2)
TCS
03.2022 - 05.2025
Member Technical
ADP Pvt Ltd.
06.2019 - 03.2022
Project Engineer
Wipro Technologies
04.2016 - 06.2019
+2 Science - undefined
S.B Women's College
10th - undefined
St. Joseph's Girls' High School
B. Tech - Electrical & Electronics Engineering
ABIT