Sayali Sonawane

Service Desk Analyst / Desktop Support Engineer with 7+ years of experience delivering L1/L2 IT support in enterprise environments across Canada and global teams. Expertise in Microsoft 365, Exchange Online, Active Directory, and Azure AD, with hands-on experience in endpoint management tools including Intune, SCCM, and AirWatch. Skilled in troubleshooting across Windows, macOS, iOS, and Android platforms, supporting VPN, Citrix, VDI, and remote users.

Strong knowledge of ITIL-based incident and service request management, consistently resolving 30–40 incidents and service requests daily while handling 60–70+ calls per day, meeting SLA targets and maintaining high customer satisfaction. Recognized for excellent communication, efficient handling of priority incidents (P1–P4), and delivering reliable, customer-focused technical support.

Service Desk Analyst - Rogers (Together with Shaw) - Calgary, AB

(2023-02 - 2024-08)

Delivered Tier 1/2 technical support via phone, chat, and remote tools, handling 60–70+ calls per day and resolving 30–40 incidents and service requests while consistently meeting SLA targets.

• Logged, tracked, and resolved incidents and service requests using ServiceNow, ensuring accurate documentation, timely updates, and adherence to ITIL processes.
• Troubleshot and resolved issues related to VPN (Cisco/F5), Citrix/VDI environments, MFA, and Microsoft 365 services, ensuring seamless remote access for end users.
• Administered Microsoft 365 and Exchange Online, including mailbox creation, shared mailboxes, distribution lists, and group mailboxes; managed user access by granting, modifying, and revoking permissions, and performed mail flow troubleshooting and message trace analysis.
• Provided support for Microsoft Teams, including user configuration, meeting issues, audio/video troubleshooting, and Teams Rooms support.
• Managed user identities and access using Active Directory and Microsoft Entra ID (Azure AD), including user provisioning, de-provisioning, password resets, account unlocks, MFA setup, and group-based access control.
• Managed end-to-end lifecycle of devices using Microsoft Intune and MDM solutions (AirWatch), including device enrollment, policy configuration, compliance enforcement, application deployment, and remote troubleshooting.
• Provided hands-on support for desktops, laptops, and mobile devices, including setup, imaging, software installation, connectivity troubleshooting, and hardware issue resolution.
• Supported endpoint security using Windows Defender and enterprise security tools, including threat detection, updates, and endpoint protection troubleshooting.
• Troubleshot operating systems including Windows 10/11, macOS, iOS, and Android, resolving performance, application, and connectivity issues.
• Supported enterprise and business applications including Microsoft Office Suite, Outlook, SAP, VMware, Cisco Jabber, and WebEx.
• Collaborated with cross-functional and L3 teams for escalation of complex issues, ensuring timely resolution and clear communication with users.
• Maintained high customer satisfaction by providing prompt, user-focused support and consistent follow-ups.

IT Support Analyst - Tata Consultancy Services (Client: Enmax) - Calgary, AB

(2022-09 - 2023-02)

Provided onsite and remote desktop support to end users in a corporate environment, resolving hardware, software, and network-related issues with a strong focus on customer satisfaction.

• Performed end-user device setup and deployment, including new hire onboarding, PC/laptop configuration, account setup, software installation, and workstation readiness.
• Installed, configured, and maintained Windows 10/11 systems, including OS imaging, reimaging, formatting, and system upgrades using standard enterprise tools.
• Troubleshot and resolved hardware issues for desktops, laptops, and peripherals; coordinated with vendors for repair/replacement of faulty components under warranty.
• Configured and managed mobile devices (iOS and Android) using Microsoft Intune and AirWatch (MDM), including device enrollment, provisioning, policy configuration, and compliance enforcement.
• Deployed, monitored, and troubleshot application installations via Intune and AirWatch portals, including pushing apps, resolving deployment failures, and ensuring application accessibility across Windows, macOS, iOS, and Android platforms.
• Troubleshot endpoint management issues including device synchronization, compliance policies, configuration profiles, email (ActiveSync) setup, and secure access.
• Provided support for AV/meeting room technologies, including setup and troubleshooting of Microsoft Teams Rooms, conferencing systems, projectors, and audio/video equipment.
• Diagnosed and resolved software/application issues, including Microsoft Office, Outlook, Teams, VPN, and enterprise business applications.
• Supported network connectivity issues including LAN/WAN, Wi-Fi, VPN access, and remote connectivity troubleshooting.
• Managed and supported printers, scanners, Cisco IP phones, and other peripheral devices.
• Delivered remote support using tools such as Remote Desktop and enterprise remote support applications when required.
• Worked closely with Service Desk and L3 teams to escalate complex issues, ensuring timely resolution and proper communication.
• Maintained asset inventory, tracked hardware lifecycle, and ensured compliance with IT policies and standards.
• Logged and managed incidents and service requests in ServiceNow, ensuring accurate documentation, SLA adherence, and timely resolution.

Senior Analyst – IT Support - HCL Technologies - Pune, India

(2021-01 - 2022-12)

Delivered Tier 2 onsite (desk-side) support, handling walk-ups and providing real-time issue resolution in a fast-paced environment.

• Acted as a primary floor support contact, assisting users directly and minimizing downtime through immediate troubleshooting.
• Performed OS imaging, reimaging, formatting, and deployment of Windows 10/11 devices; supported onboarding, desk moves, and hardware refresh.
• Provided VIP/white-glove support for executives, ensuring high-priority issues were resolved efficiently.
• Supported AV/Teams meeting rooms and resolved live meeting issues.
• Coordinated with vendors for hardware replacement and maintained asset tracking.
• Logged and managed incidents in ServiceNow, ensuring SLA compliance and proper documentation.

Technical Support Engineer (L2) - TCL - Pune, India

(2018-01 - 2021-12)

Delivered Tier 2 remote support via phone, chat, and remote tools, resolving user issues across multiple locations.

• Managed incidents and service requests in ServiceNow, ensuring SLA compliance and accurate documentation.
• Installed and configured software, including Microsoft Office apps; troubleshot application issues related to Outlook, Teams, OneDrive, SharePoint, and PowerPoint.
• Performed Active Directory (Entra ID) tasks such as account unlocks, password resets, and user access management.
• Troubleshot VPN connectivity, browser-related issues, and remote access problems.
• Administered Exchange Online, including creation and management of shared mailboxes, distribution lists, and group mailboxes.
• Managed devices using Intune/MDM, including enrollment, configuration, and app deployment.