Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Rajan Bhagat

Rajan Bhagat

Pune

Summary

IT Support Engineer with 10+ years of experience in IT infrastructure, cloud technologies, and incident management. Skilled in resolving complex issues and enhancing service quality across on-premises and Azure environments, including AAD, VMs, VDI, Group Policy, access management, and MFA. Adept at managing high-priority incidents, coordinating cross-functional teams, and driving timely resolutions aligned with SLAs. Known for strong problem-solving, communication, and cross-team collaboration.

Overview

13
13
years of professional experience
1
1
Certification

Work History

IT Support Engineer

Parkar Digital
Pune
04.2023 - Current
  • Delivered Tier 1 & 2 remote support via phone, email, chat, and web, resolving incidents and service requests in alignment with SLAs and KPIs.
  • Handled high-priority (P1/P2) incidents, coordinating with internal teams and third-party vendors to ensure timely resolution and stakeholder communication.
  • Acted as the primary incident point of contact during major disruptions, facilitating cross-functional collaboration and status updates.
  • Conducted root cause analysis, implemented corrective actions, and generated post-incident reports to support continuous improvement and audit readiness.
  • Administered Microsoft 365 services including user accounts, shared mailboxes, and license management; streamlined onboarding/offboarding processes.
  • Managed Azure AD roles, MFA, BitLocker recovery, and PIM to maintain secure access and support compliance initiatives.
  • Enforced device compliance and enrollment policies using Microsoft Intune; supported VPN (Citrix), Teams, Outlook, and network printer troubleshooting.
  • Contributed to documentation and knowledge base updates; mentored new team members and championed service excellence.

PX Quality Lead

Medly Software Systems
Pune
06.2021 - 12.2022
  • Monitored calls and provided actionable insights to Px associates, focusing on improving service quality and reducing errors, especially for new hires through real-time call evaluations.
  • Delivered systematic feedback to agents based on audit findings and communicated quality trends, consistency issues, and production gaps to leadership.
  • Published daily and weekly audit reports to drive continuous improvement in customer service efficiency.
  • Handled inbound queries from vendors and customers, resolving issues promptly and maintaining a 91% customer satisfaction rate.
  • Transferred calls appropriately based on caller needs, ensuring smooth and professional communication flow.

Quality Analyst

Vodafone Intelligent Solutions (VOIS)
Pune
05.2016 - 06.2021
  • Monitored employee chats and calls to provide constructive feedback and actionable insights, with a focus on improving service quality and reducing errors-especially for new hires through real-time evaluations.
  • Collaborated with management to design and deliver training programs, and supported the creation and maintenance of quality training materials.
  • Delivered systematic feedback based on audit findings and communicated quality trends, consistency issues, and production gaps to leadership.
  • Published daily and weekly audit reports to enhance overall customer service efficiency and drive continuous improvement.
  • Resolved vendor and customer queries via phone and chat, escalating unresolved grievances to the appropriate department for further investigation.

Senior Executive

Infosys BPO Ltd
Pune
02.2014 - 04.2016
  • Delivered chat support and conducted agent performance reviews.
  • Led floor support activities and facilitated team huddles and PKT (process knowledge tests).
  • Analyzed errors to arrange training refreshers and improve service delivery.

Senior Claims Associate

UnitedHealth Group
Noida
11.2012 - 12.2013
  • Acted as SME for NHP/RV processes and trained new agents.
  • Processed claims using medical codes and ensured accurate documentation for clients.

Education

Bachelor of Commerce -

Savitribai Phule University
Pune
01.2010

Higher Secondary -

B.R. Gholap
Pune
01.2007

Senior Secondary -

Modern High School
Pune
01.2005

Skills

  • Azure Active Directory
  • Incident management
  • Root cause analysis
  • Microsoft Intune
  • Quality assurance
  • Problem solving
  • ITIL framework
  • Intune
  • VMs
  • AVD
  • Windows 10/11
  • Microsoft 365
  • Excel
  • Power BI
  • Jira, Salesforce, and Zendesk
  • Real-time monitoring
  • Performance feedback

Certification

  • ITIL V4 Foundation, 2025
  • Microsoft Certified: Azure Fundamentals, 2025
  • Generative AI Foundations Certificate, 2025

Timeline

IT Support Engineer

Parkar Digital
04.2023 - Current

PX Quality Lead

Medly Software Systems
06.2021 - 12.2022

Quality Analyst

Vodafone Intelligent Solutions (VOIS)
05.2016 - 06.2021

Senior Executive

Infosys BPO Ltd
02.2014 - 04.2016

Senior Claims Associate

UnitedHealth Group
11.2012 - 12.2013

Bachelor of Commerce -

Savitribai Phule University

Higher Secondary -

B.R. Gholap

Senior Secondary -

Modern High School

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Rajan Bhagat