Vikshitha CL
Bangalore
Summary
Senior IT Support & Endpoint Engineer with 10+ years of experience in enterprise IT service delivery, Modern Workplace technologies, and endpoint management. Expertise in Microsoft 365, Intune, Azure AD (Entra ID), Exchange Online, and macOS device management (Kandji). Proven track record of managing global users, leading enterprise migrations, strengthening identity security, and maintaining high SLA compliance across US, UK, and APAC regions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Desk Administrator– Corporate IT
Planview
05.2023 - 11.2025
- Led team of eight to 10 IT support associates, driving performance through structured coaching and KPI tracking.
- Enhanced SLA adherence and resolution efficiency by implementing performance reviews and process improvements.
- Represented service desk in leadership meetings aligning IT priorities with business goals.
- Drove improvement initiatives enhancing service quality across global regions.
- Administered Azure AD managing users, groups, MFA, and access policies for security.
- Managed Microsoft Intune for deployment and compliance on diverse endpoints.
- Configured tenant settings, license management, mail flow, and security policies in Exchange Online.
- Led enterprise migration projects for over 250 users, including LastPass to 1Password transition.
Site Support Engineer I
IQVIA RDS India Pvt. Ltd.
07.2017 - 05.2023
- Delivered L2 enterprise IT support for corporate users
- Provided executive / VIP technical support, facilitating seamless technology use for high-profile clients
- Configured and troubleshot VPN and secure remote access
- Supported Microsoft 365 and O365 migration projects
- Coordinated with global IT teams for escalations and root cause analysis, enhancing issue resolution processes
- Key Achievement: Bronze Award (2021) for critical client support
System Engineer
Techno Soft Corp (Quintiles Research India)
Bangalore
05.2015 - 07.2017
- Executed system builds, OS installations, and application deployments to streamline IT operations
- Diagnosed and resolved hardware, software, and network issues to maintain system reliability
- Facilitated Windows OS migrations and desktop refresh projects to enhance user experience
Desktop Support Engineer
Nebula Infotech (Genpact)
03.2013 - 05.2015
- Delivered L1/L2 desktop support to resolve user issues efficiently
- Facilitated Microsoft 365 migration and resolved email issues to enhance user access
- Ensured SLA compliance while achieving high user satisfaction through effective support
Desktop Support Engineer
CMS Info System (Reliance)
03.2012 - 03.2013
- Provided first-line IT support to enterprise users, ensuring timely resolution of technical issues
- Diagnosed and resolved operating system, application, and hardware issues for users, enhancing overall user experience
- Provided technical support for hardware and software issues across multiple devices.
- Diagnosed and resolved network connectivity problems for users.
- Installed and configured operating systems on desktop computers and laptops.
Education
Bachelor of Computer Applications (BCA) -
Manipal University
Karnataka12-2027
Diploma - Computer Science
Govt. Polytechnic
Karnataka12-2011
Skills
- Modern workplace and endpoint management Microsoft Intune Conditional access policies Executive and VIP IT support
- Device lifecycle management
- End-user computing (EUC)
- Microsoft 365 administration
- Azure AD (Entra ID)
- Exchange Online
- Multi-factor authentication (MFA)
- Identity and access management
- ServiceNow
- ITIL incident, problem, and change management
- SLA and KPI management
- IT asset management (ITAM)
- Advanced OS troubleshooting
- VPN configuration and remote access
- Cybersecurity controls and compliance
Certification
- CompTIA A+
- CompTIA Network+
- ITIL Foundation
- Microsoft Azure Fundamentals
- Microsoft Intune Administrator
- Microsoft 365 Certified
Languages
Languages: English, Kannada, Telugu
DECLARATION
I hereby declare that the information furnished above is true and correct to the best of my knowledge.
Timeline
Service Desk Administrator– Corporate IT
Planview
05.2023 - 11.2025
Site Support Engineer I
IQVIA RDS India Pvt. Ltd.
07.2017 - 05.2023
System Engineer
Techno Soft Corp (Quintiles Research India)
05.2015 - 07.2017
Desktop Support Engineer
Nebula Infotech (Genpact)
03.2013 - 05.2015
Desktop Support Engineer
CMS Info System (Reliance)
03.2012 - 03.2013
Bachelor of Computer Applications (BCA) -
Manipal University
Diploma - Computer Science
Govt. Polytechnic