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
Pune01.2010
Higher Secondary -
B.R. Gholap
Pune01.2007
Senior Secondary -
Modern High School
Pune01.2005
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