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Pankaj Kamble

@pankajkamble2

Cloud and infrastructure engineer at Birlasoft who improved ticket resolution efficiency by 25% through Freshservice automation.

India

Message

At Birlasoft, I improved ticket resolution efficiency by 25% by implementing automated workflows in Freshservice, helping reduce response times and boost customer satisfaction.

I manage Microsoft 365 and Exchange Online environments, support Active Directory account and permission management, and troubleshoot end-user issues. I also designed secure VPN configurations and mobile device security protocols.

Previously, as a Senior Associate Technical Support at Tech Mahindra, I led the Service Desk and used ServiceNow to prioritize incidents and service requests. I tracked issues against SLAs and worked with level 0 teams on application issues.

Experience

Work history, roles, and key accomplishments

Current

Senior Engineer Cloud & Infra

Current

Birlasoft

Feb 2021 - Present (5 years 9 months)

Enhanced ticket resolution efficiency by 25% through automated workflows in Freshservice. Managed Active Directory, VPN configurations, and Microsoft 365/Exchange Online environments while delivering comprehensive end-user support.

Azure Active Directory Microsoft 365 Exchange Online VPN Freshservice ITIL Troubleshooting

Senior Associate Technical Support

Tech Mahindra

Sep 2019 - Dec 2020 (1 year 3 months)

Led the Service Desk as primary escalation point, optimized incident management using ServiceNow, and ensured 24/7 support coverage. Tracked issues within SLAs and resolved complex technical challenges to minimize downtime.

ServiceNow Incident Management SLA Compliance Escalation Management Troubleshooting

Medical Representative

Procter & Gamble

Jul 2018 - Jun 2019 (11 months)

Fostered relationships with healthcare professionals to promote product launches and increase brand visibility. Collaborated with sales teams to meet targets using CRM tools and conducted market research.

CRM Sales Market Research Stakeholder Engagement

Desktop Support

City Municipal Council

Jan 2017 - Apr 2018 (1 year 3 months)

Assisted in configuring hardware, software, and devices for workstation setups. Supported procurement and installation of new computers and managed end-user accounts and permissions.

Hardware Configuration Software Installation User Account Management Troubleshooting

Senior Associate

WIPRO BPS

Apr 2015 - Sep 2016 (1 year 5 months)

Managed provisioning and support of BT network products including IP Clear ADSL and PSTN services. Tracked and escalated system issues, coordinated work allocation, and acted as primary escalation point.

Network Support Incident Management Escalation Management Order Management