Rashmi Srivastava

About Rashmi Srivastava

Cloud-focused IT professional with 3.5+ years of experience in Microsoft 365 and Azure environments, specializing in identity management, endpoint compliance, and messaging systems. Led L1-Desk as SME, enhancing team performance, resolving escalations efficiently, and driving measurable service improvements. Skilled in: Microsoft 365 Administration: Exchange Online, Teams, SharePoint, OneDrive Azure AD (Entra ID): Conditional Access, RBAC, hybrid identity Intune & Endpoint Security: Device enrollment, patch compliance ITSM Tools: ServiceNow, incident management and problem track I thrive in dynamic environments, combining technical depth with process optimization to deliver secure, scalable, and user-centric IT solutions- actively pursuing senior roles in Azure & M365 administration, Cloud Operations, and technical support leadership.

Experience

1. Associate - IT Ops

   Coforge

   Nov 2021 — Present · Noida, IN

   On-Floor Support for L1 GSD: Delivered real-time technical assistance to end-users on the floor, ensuring immediate resolution of IT issues and minimizing downtime.First-Line Technical Support: Provided prompt and effective support via phone, email, and chat for hardware, software, and network-related problems, maintaining high customer satisfaction.Incident Management: Diagnosed and resolved incidents within SLA timeframes using ITSM tools, contributing to consistent service delivery and operational continuity.Escalation Handling: Escalated unresolved or complex issues to higher-level support teams while maintaining ticket ownership and ensuring transparent communication with end-users.Problem Management & Collaboration: Worked closely with peers to identify recurring issues, contributing to root cause analysis and recommending process improvements to reduce incident volume.Knowledge Base Development: Authored and maintained self-help articles and troubleshooting guides, empowering users to resolve common issues independently and reducing ticket volume.Device Lifecycle Support: Assisted in the provisioning, configuration, and maintenance of desktops, laptops, and mobile devices, ensuring readiness for new hires and smooth transitions for existing staff.User Enablement & Training: Conducted onboarding and refresher training sessions to improve user proficiency with enterprise tools like Microsoft 365, VPNs, and collaboration platforms.Service Request Fulfillment: Responded to and resolved service requests efficiently, supporting business continuity and enhancing employee productivity.Security & Compliance: Collaborated with the IT security team to implement endpoint protection, enforce access controls, and ensure compliance with organizational data policies.Project Participation: Supported IT initiatives - system upgrades, software deployments, and infrastructure enhancements, contributing to successful project execution and minimal disruption.

Education

• Dr. Virendra Swarup 21st Century School

  First Division

  2006 — 2018

• PSIT College of Higher Education

  Bachelor of Business Administration - BBA

  2018 — 2021