Aishu S

Dedicated Infrastructure Support Engineer with expertise in ServiceNow incident management, Windows administration, Microsoft Intune, Active Directory, and Microsoft 365 support. Experienced in troubleshooting hardware, software, network, and user access issues while maintaining high service quality and SLA adherence. Strong problem-solving, communication, and customer support skills with a proven track record of efficiently resolving technical issues and supporting enterprise IT environments.

Technical Support Engineer at LTM (2022-08 – 2026-09)

• Delivered end-user technical support by diagnosing and resolving hardware, software, operating system, and application-related issues within defined SLA timelines.
• Developed and maintained knowledge articles, troubleshooting documentation, and user guides to improve support efficiency and knowledge sharing.
• Collaborated with end users to understand business requirements, provide effective solutions, and enhance overall service experience.
• Provided multi-channel technical support through phone, email, chat, and remote assistance tools, ensuring timely issue resolution.
• Utilized strong analytical and problem-solving skills to resolve customer queries and minimize service disruptions.
• Managed and tracked incidents, service requests, and escalations through ServiceNow while ensuring compliance with SLA requirements.
• Investigated, resolved, and documented ServiceNow tickets related to hardware, software, account access, and application issues.
• Performed troubleshooting and root cause analysis for end-user devices, enterprise applications, and IT infrastructure components.
• Installed, configured, upgraded, and supported Windows operating systems across end-user environments.
• Escalated complex incidents to appropriate resolver groups and coordinated with cross-functional teams to ensure timely resolution.
• Managed day-to-day incident handling, service requests, and user support activities through the ServiceNow ticketing platform.
• Installed, configured, and supported Microsoft 365 applications and other enterprise software, ensuring optimal system performance.
• Performed basic network troubleshooting, including connectivity, VPN, DNS, and network access-related issues.
• Administered user accounts, access permissions, password resets, and group memberships through Active Directory and Azure Active Directory.
• Assisted in onboarding and offboarding activities, including account provisioning, access management, and system access support.
• Maintained high levels of customer satisfaction by providing professional, efficient, and customer-focused technical support.

Bachelor of Science in Computer Science – Anna Adarsh College For Women (2022-05)