Geet Bhagawati

Certified and multi-skilled IT Support Engineer with 5 years of experience in Service Desk Operations, Office 365 Administration, Identity & Access Management, and End-User Support. Proven ability in resolving technical issues, managing ticketing systems, and facilitating system transitions across multiple geographies (Netherlands, UK, Nordics, Germany, and North America). Highly collaborative with a strong track record of customer satisfaction and SLA adherence.

Process Specialist (SME) - Wipro Pvt Ltd - Pune, India

(2023-06)

Worked as Subject Matter Expert (SME) for Service Desk operations, providing advanced support and guidance to L1/L2 teams. Provided L2/L3 technical support for Office 365.

• Functioned as an escalation point of contact for unresolved incidents and service requests
• Coordinated with L2/L3 support teams to ensure timely resolution of critical issues
• Ensured SLA adherence through proactive monitoring and reporting
• Assisted management with root cause analysis and problem prevention strategies
• Mentored team members to improve first call resolution (FCR) rate and reduce escalations
• Have been a part of service desk transition projects for global regions (Netherlands, UK, Nordics, Germany, and North America), aligning with business timelines and goals
• Delivered training and documentation to support onboarding and knowledge transfer
• Resolved issues related to SSO, MFA, network connectivity and ensuring minimal downtime
• Handled SIM provisioning and SIM ceasing for clients in the Netherlands, ensuring policy compliance

Technical Process Executive - Infosys BPM Pvt Ltd - Pune, India

(2021-05 - 2023-05)

• Resolved IT tickets within SLA using ServiceNow, maintaining high CSAT scores
• Provided front-line technical support via calls, emails, and chat
• Managed access requests and password resets across various internal systems
• Documented issues and resolutions accurately in the ticketing system
• Redirected misrouted incidents and escalated unresolved issues to the relevant team

Bachelor of Science - Mathematics - Dibrugarh University, Assam (2014 - 2018)

PG Diploma - Computer Applications - Model Commercial Institute, Jorhat, Assam (2017 - 2018)

Higher Secondary Certificate - Luit Valley Academy, Jorhat, Assam (2012 - 2014)