Rasika Damedhar
Pune
Summary
Strategic IT professional specializing in Microsoft 365 and Azure AD. Drives incident resolution and enhances service delivery while improving operational workflows and ensuring ITIL compliance. Focused on optimizing asset utilization and elevating customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technology DO - Lead
Bp
Pune
02.2025 - 08.2025
- Provide advanced support for Microsoft 365 (Teams, Outlook, SharePoint), Azure AD, Intune
- Drive resolution of complex incidents and service requests logged in ServiceNow, company portal.
- Administer Intune and MDM policies to enforce device compliance, patching, and security controls
- Oversee onboarding and off-boarding processes, ensuring timely device provisioning, access setup, and policy compliance
- Led offshore Digital Workplace services, coordinating effectively with onsite clients to enhance service delivery.
- Monitored ticket queues, escalated issues, and ensured accurate SLA tracking and reporting.
- Maintain and continuously improve SOPs and knowledge base content
- Oversaw IT asset lifecycle, managing procurement, deployment, maintenance, and disposal to ensure optimal utilization.
- Ensure accurate tracking and reporting of hardware assets in AMDAB
- Collaborate with stakeholders to identify asset requirements and develop strategies for optimal utilization
- Coordinated with vendors to address IT infrastructure breakdown issues and facilitate support.
- Coordinate with global asset management team for ensuring best practices/ business development support.
Senior Support Engineer
Clean harbors
Pune
12.2022 - 12.2024
- Resolved technical issues including blue dump errors, hash key problems, and trust relationship errors, enhancing system reliability.
- Provided technical support via phone, email, and chat, addressing customer inquiries and issues.
- Improved customer satisfaction by providing polite, efficient service.
- Exceeded quality assurance standards through rigorous attention to detail in all calls.
- Assist with hardware setup, device imaging, and asset management.
- Trained new staff members in call handling procedures, promoting consistency across the team.
- Ensured adherence to company policies, minimizing potential legal risks.
Operation control L1
Mphasis Limited | First Republic Bank
Pune
03.2021 - 12.2022
- Coordinated calls with internal networking and asset team to resolve issues efficiently.
- Managed high volume of calls while adhering to established quality standards.
- Handled calls, chats, and emails according to established workflow.
- Provide support and update service now tickets.
- Utilized VMware, Ansible, Seeburger, and ControlM to support IT infrastructure.
- Pursued automation initiatives to enhance daily operational workflows.
Operation Executive
Concentrix Services India Pvt Ltd.
Pune
09.2018 - 11.2019
- Handled 90 incidents and email daily, ensuring timely resolution and consistent service quality.
- Provided expert advice to customers on WiFi, router, and network issues, enhancing user experience.
- Coordinated customer support availability during business hours to meet client needs.
Education
BBA -
DY Patil
Pune02-2026
MSBTE - Computer technology
G H Raisoni College of Engineering
Nagpur10th -
Indira Gandhi Highschool
NagpurSkills
- Microsoft 365
- Azure Active Directory
- Mobile Device Management
- ServiceNow experience
- Problem-solving skills
- ITIL processes knowledge
- Team management
- Cloud security
Hobbies:
- Painting
- Sports
Personal Information
Certification
- Information security awareness
- Cloud Fundamental-S1-FY2021-22-V1.0
- Technical essentials of AWS
Timeline
Technology DO - Lead
Bp
02.2025 - 08.2025
Senior Support Engineer
Clean harbors
12.2022 - 12.2024
Operation control L1
Mphasis Limited | First Republic Bank
03.2021 - 12.2022
Operation Executive
Concentrix Services India Pvt Ltd.
09.2018 - 11.2019
BBA -
DY Patil
MSBTE - Computer technology
G H Raisoni College of Engineering
10th -
Indira Gandhi Highschool