Pooja More

About

IT support professional with 2+ years of experience in service desk, incident management, access management, and end-user support across enterprise environments. Known for clear communication, collaboration, reliability, and maintaining high-quality SLA-driven support.

Experience

• Service Desk Analyst
  Slipstream IT
  Dec 2025 – Mar 2026

  Resolved user incidents for pharmaceutical and biotech clients via ticketing systems, maintained customer satisfaction, implemented collaboration workflows, adapted schedules and escalation processes, maintained client relationships, and facilitated software installation and configuration.

• Service Desk Engineer
  Physital Insights Private Limited · Indore
  Oct 2024 – Jun 2025

  Served as central IT coordinator for incidents, handled user account management and permissions, managed firewalls and antivirus systems, detected LAN and DNS issues, and communicated with clients and stakeholders to close incidents within SLA targets.

• Associate Technical Support Engineer
  Tech Mahindra Limited · Pune
  Nov 2023 – Jul 2024

  Provided L2 support to corporate users, optimized system performance, coordinated with vendors and senior engineers, analyzed system stability, followed escalation protocols, and improved incident data accuracy and documentation.

• Desktop Support Intern
  Evision Technoserve
  Mar 2022 – Sep 2022

  Acquired practical understanding of ITIL, cybersecurity, and networking for system management and troubleshooting.

Education

• 2016 PR
  Bachelor of Engineering

  P. R. Patil College of Engineering

  Awarded by SGBAU

  Information Technology · Aug 2013 – Aug 2016

  Information Technology · Aug 2013 – Aug 2016
• 2013 GP
  Diploma

  Government Polytechnic

  Awarded by MSBTE

  Computer Engineering · Aug 2010 – May 2013

  Computer Engineering · Aug 2010 – May 2013
• 2010 SV
  Class 10th

  Swami Vivekananda School

  Awarded by Amravati

  SSC · Jun 2009 – Jun 2010

  SSC · Jun 2009 – Jun 2010

Skills

Tools / apps / platforms

Projects

• UK-Road-Accident-Analysis ↗
  PowerBI

  • Designed interactive Power BI solution analyzing UK road accidents by severity, vehicle type, weather, time, streamlining reporting • Engineered interactive dashboards with Python and SQL for precise detection of accident hotspots and seasonal patterns, improving policy decisions

• Vrinda-Store-Annual-Sales-Report-2022 ↗
  Excel

  Analyzed customer demographics in Excel, revealing women contributed 65% revenue and guiding targeted segmentation strategies • Recommended marketing focus on women aged 30-49 across top-performing states, improving campaign effectiveness and conversions • Identified Amazon as leading channel contributing approximately 35% sales, informing channel investment priorities and promotional strategy

• HR-Analytics-Attrition-Dashboard ↗
  PowerBI

  Consolidated HR datasets into interactive Power BI dashboard, automating reports and reducing preparation time by 35% • Implemented filters and slicers in Power BI, decreasing data exploration time by nearly 40% for analysis • Cleaned and transformed raw HR datasets using Python and Power Query, reducing inconsistencies by 25% and improving reliability

• Mahi-Ecommerce-Sales-Dashboard ↗
  PowerBI

  Built an interactive Power BI dashboard using queries and DAX to visualize KPIs and monthly sales trends • Analyzed an e-commerce dataset to evaluate sales, profitability, regional and product performance, customer segments, and payment modes analysis • Developed 12 business-focused SQL queries using aggregation and GROUP BY.Identified top products by sales and profit and high-value transactions, using filtering, sorting, LIMIT, and date functions to answer key sales and profitability questions.

• Lowe’s
  PuTTY, BMC Remedy, Beyond Trust, Active Directory

  Diagnosed hardware and peripheral issues for retail endpoints and created resolution documentation and knowledge articles to reduce repeat incidents.

• Electrolux Service Desk Engineer
  Service Now, Identity Manager, Genesis, Audit Plus, PuTTY

  Coordinated multinational desktop services coverage across APAC, Europe, and North America, performed account audits, and implemented secure remote access for remote remediation.

Courses & certifications

• Data Science · Relevel by Unacademy

🏆 Achievements & awards

• Top performer across operations for seven consecutive months · 2025

  Recognized for consistent SLA adherence and quality delivery.

⚽ Extracurricular activities

• Ladies Representative

  LR in Techloan

🎯 Hobbies & interests

• Like to play badminton