Poornima Ghodke

End User Computing Engineer with 5+ years of experience delivering enterprise IT infrastructure, endpoint management, and technical support in global environments. Experienced in Microsoft Intune, Windows Autopilot, Microsoft 365, Active Directory/Entra ID, Windows administration, incident management, device lifecycle management, and ITIL service delivery. Proven ability to resolve complex technical incidents, support enterprise infrastructure, manage endpoint security, mentor team members, and maintain high SLA performance.

Passionate about infrastructure automation, cloud technologies, and continuous service improvement. Open to relocation and eligible for employer-sponsored work visas.

Software Engineer | Software Engineer – End User Computing - Zensar Technologies - Pune, India

(2022-03 - 2026-02)

• Delivered Level 2 end-user support for enterprise Windows environments supporting global users.
• Managed Microsoft Intune and Windows Autopilot deployments for laptops and desktops.
• Configured and provisioned Windows devices, ensuring secure endpoint compliance.
• Investigated and resolved complex incidents escalated from Level 1 teams while maintaining SLA compliance.
• Performed root cause analysis to reduce recurring technical issues.
• Supported Microsoft 365 services including Outlook, Teams and Office applications.
• Administered user accounts, security groups and endpoint access using Microsoft Entra ID.
• Supported remote users through VPN connectivity and secure remote troubleshooting.
• Assisted with Windows 10 to Windows 11 enterprise migration projects.
• Coordinated hardware lifecycle including imaging, deployment, replacement and asset tracking.
• Worked closely with vendors for hardware procurement, warranty support and issue resolution.
• Assisted in maintaining enterprise endpoint security policies and compliance.
• Participated in change management, problem management and continuous service improvement initiatives following ITIL best practices.
• Guided junior engineers during endpoint deployment activities and knowledge sharing sessions.

Research Analyst - Ziff Davis

(2018-05 - 2022-03)

Customer Finance Advisor – Telecom Support - Tech Mahindra - Pune, India

(2017-12 - 2018-04)

Senior Customer Service Executive - Zensar Technologies - Pune, India

(2015-05 - 2017-11)

Bachelor of Engineering - Information Technology - Savitribai Phule Pune University (2021-07 - 2021-07)

Diploma - Information Technology - Maharashtra State Board of Technical Education (2013-05 - 2013-05)