Astha Jha

IT Support Engineer with hands-on experience managing end-to-end ticket lifecycles, diagnosing hardware/software/network issues, and maintaining SLA compliance. Proficient in Freshdesk, Jira, and Postman, with strong documentation habits and a proactive approach to identifying recurring issues. Quick learner with a track record of reducing resolution times and improving team efficiency.

Desktop Support Engineer at Mahindra First Choice Wheels Ltd (2026-05 – Present)

• Managed end-to-end ticket lifecycle using Freshdesk and Jira, consistently maintaining SLA compliance across 50+ weekly tickets.
• Diagnosed and resolved hardware, software, and network issues across user workstations, reducing average resolution time by 20%.
• Built and maintained a reusable knowledge base of technical resolutions, cutting repeat escalations and improving team onboarding.
• Acted as liaison between end users and internal IT teams for cross-functional escalations, ensuring timely and accurate communication.
• Monitored ticket trends to proactively identify recurring issues, enabling preventive fixes before they impacted productivity.

Software Development Intern at Newel Technologies (2025-06 – 2025-11)

• Collaborated in an Agile team — sprint planning, daily stand-ups, and code reviews — demonstrating structured work habits and team coordination.
• Used Postman to test and validate RESTful APIs, ensuring data integrity between frontend and backend systems.
• Documented component behaviour and API integration patterns, contributing to team knowledge sharing.
• Resolved cross-platform compatibility issues by methodically diagnosing and testing across environments.

Bachelor of Engineering in Electrical & Electronics – Dayananda Sagar College of Engineering (2021 – 2025)

12th in ICSE – Rajendra Vidyalaya (2020)

10th in ICSE – J. H. Tarapore School (2018)