Sahana Ramu
IT Service Desk Analyst | IT Technical Support | Incident Response
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About
Results-driven IT Service Desk Analyst with 5+ years of experience delivering Level 1/2 technical support via phone, voicemail, and email. Proven track record in incident logging, categorization, diagnosis, escalation, and resolution using ITSM platforms including ServiceNow. Skilled in user account provisioning and de-provisioning in Active Directory and Microsoft Exchange.
Deep hands-on experience supporting Windows 7/10, Microsoft Office, Outlook, VPN, TCP/IP, wireless networking, desktops, laptops, mobile devices, and printers. ITIL-aligned approach to service delivery with a focus on SLA compliance, root cause analysis, and client satisfaction.
Experience
Service Desk Engineer – Level 2 - Mr. Cooper - India
(2022-07 - 2024-08)
- Answered and resolved IT service requests via phone, email, and ITSM ticketing for 500+ end users; served as first point of contact for hardware, software, application, PC, and telecom-related incidents.
- Logged, categorized, and tracked all incidents and service requests in ServiceNow ITSM; transferred and escalated unresolved tickets to appropriate 2nd/3rd level support resources with timely follow-up to ensure effective resolution.
- Provisioned, modified, and de-provisioned user accounts in Active Directory and Microsoft Exchange in accordance with corporate policies and procedures; managed password resets and access requests.
- Performed root cause analysis (RCA) on recurring issues; proactively identified service improvement opportunities and mentored team members through knowledge transfer and documentation.
- Troubleshot Windows 7/10, Microsoft Office, Outlook, Internet Explorer, desktops, laptops, printers, multifunction devices, mobile devices, and VPN/network connectivity using remote support tools.
- Maintained SLA compliance; tracked open ticket resolution timelines and coordinated with stakeholders to meet defined service expectations and minimize user downtime.
Cluster Head – IT Operations - LKN - India
(2019-11 - 2021-12)
- Led a remote team of 15+ support agents; coordinated task assignments, escalation workflows, and performance tracking within a structured ITSM ticketing and escalation environment.
- Managed multi-tier escalations, documented support procedures, and maintained operational continuity; enforced SLA compliance through consistent issue follow-up and resolution monitoring.
- Delivered knowledge transfer sessions and coached agents on technical troubleshooting best practices; process improvement initiatives reduced average resolution time and enhanced team responsiveness.
Technical Support Consultant - Sutherland Global Services - India
(2014-09 - 2015-10)
- Provided Level 1 IT help desk support resolving hardware, software, and network issues via phone; consistently achieved high customer satisfaction (CSAT) scores through professional and efficient troubleshooting.
- Produced detailed, audit-ready documentation for all resolved cases; contributed to team knowledge base to support consistent first-call resolution rates.
Education
Post-Graduate Certificate - Cybersecurity Response Planning - Conestoga College, Waterloo, ON (2025-09 - 2026-04)
Post-Graduate Certificate - IT Project Management - Conestoga College, Waterloo, ON (2024-09 - 2025-04)
B.Tech - Information Technology - Jerusalem College of Engineering, Chennai, India (2010-08 - 2014-04)
