Looking for a job

Shagun Idoorkar

@shagunidoorkar

Message

I resolve enterprise endpoint, identity, and Microsoft 365 support issues while meeting SLA targets.

India

Message

What I'm looking for

I'm seeking opportunities in technical support, service desk, Microsoft 365 administration, or Splunk administration where I can support enterprise users, improve SLA-driven operations, and continue growing in cloud and security.

I've supported global enterprise users at eSentire India, Eurofins IT Solutions, Mindtree, and Accenture, resolving L1/L2 endpoint, network, identity, and Microsoft 365 incidents through remote and onsite support.

At Eurofins, I supported 1,000+ users, automated Active Directory and Microsoft 365 onboarding with PowerShell, and achieved 100% response SLA and 97% resolution SLA. I'm Azure Administrator certified and continue building Splunk, cloud security, and web application security skills.

Experience

Work history, roles, and key accomplishments

Support Center Analyst II

eSentire India Pvt Ltd

Aug 2024 - Aug 2025 (1 year)

Provided L2 desktop and endpoint support for enterprise customers, resolving incidents within SLA. Investigated alerts, performed root-cause triage, and created KB articles to reduce repeat tickets.

L2 Support Endpoint management Incident Management ServiceNow KB Articles

Senior Associate - IT

Eurofins IT Solutions

May 2022 - May 2024 (2 years)

Delivered remote L1/L2 support to 1,000+ global users for OS, application, email, VPN, and hardware issues. Performed AD/Entra user provisioning, password resets, and MFA support, and automated onboarding tasks using PowerShell.

L1 L2 Support Active Directory Microsoft Entra ID MFA PowerShell Exchange Online VPN Incident Management

Senior Engineer - IMTS

Mindtree Ltd

Oct 2019 - Apr 2022 (2 years 6 months)

Supported daily L1/L2 operations and handled escalations for end-user services, monitoring alerts using Splunk. Coordinated monthly access reviews and collaborated with automation teams to reduce repetitive tickets.

L1 L2 Support Splunk Incident Management Access Reviews KB Articles SOPs

Desktop Support Engineer

Magna Infotech/Accenture

May 2018 - Oct 2019 (1 year 5 months)

Delivered onsite and remote desktop support including OS imaging, software installs, and troubleshooting. Liaised with network/server teams for escalations.

Desktop Support Installation Troubleshooting VPN Outlook