IT Support Analyst - Tata Consultancy Services (TCS) - Toronto
(2021-09 - 2023-09)
- Resolved network, system, and user issues via ticketing tools, ensuring SLA compliance.
- Monitored systems and responded to alerts to maintain uptime and performance.
- Supported cloud environments and assisted in system configuration and deployments.
- Performed basic vulnerability checks and applied fixes to improve system security.
- Assisted with patching, updates, and routine maintenance across infrastructure.
- Handled escalations and provided L1/L2 support across cross-functional teams.
Network Administrator - Wipro Technologies - Bangalore, India
(2018-11 - 2021-09)
- Supported network and system issues, including user access, permissions, and connectivity troubleshooting.
- Monitored systems in a SOC environment to detect and resolve performance and security issues.
- Provided end-user support by resolving technical issues and managing system access and permissions.
- Conducted regular system checks and ensured compliance with internal standards and policies.
Process Associate - Dimension Data - Bangalore, India
(2015-03 - 2018-11)
- Managed incidents and service requests using ServiceNow, ensuring timely resolution and SLA compliance.
- Documented solutions, updated knowledge bases, and escalated complex issues for timely resolution.
- Handled incident escalations and ensured communication with users throughout the resolution process.
Technical Instructor / Curriculum Developer - Pentagon Academy - Kerala, India
(2009-10 - 2015-03)
- Delivered training in networking, system administration, and IT infrastructure, simplifying concepts.
- Developed documentation, SOPs, and learning materials to support training and operations.
- Mentored students in troubleshooting and building practical problem-solving skills.
- Assessed performance and provided feedback to support growth in IT fundamentals.
