Ramanand S Acharya

Results-driven IT Support professional with hands-on internship experience in technical troubleshooting, incident management, and end-user support across Linux and Windows environments. Proven ability to manage help desk tickets, perform root cause analysis (RCA), and resolve hardware, software, and network issues within SLA targets. Skilled in remote desktop support, IT service management (ITSM), and maintaining knowledge base documentation.

Seeking a Technical Support Engineer, IT Helpdesk, or Service Desk Analyst role.

Solution Consultant Intern at Lyra Infosystems (2024-09 – 2025-03)

• Provided Level 1 / Level 2 technical support by troubleshooting CI/CD pipeline failures, build errors, and repository access issues, reducing mean time to resolution (MTTR) for recurring incidents.
• Performed log analysis and root cause analysis (RCA) to diagnose system and application errors; documented findings in the internal knowledge base to improve future resolution times.
• Delivered end-user support via chat and email channels, assisting internal stakeholders with Git operations, access permissions, and environment-configuration issues.
• Administered and monitored Linux-based (Ubuntu) systems; supported Windows users with OS-level and application troubleshooting in a multi-platform environment.
• Followed ITSM best practices — logging, prioritising, escalating, and closing tickets within defined SLA windows — to maintain service continuity.
• Created and maintained technical documentation and SOPs, improving first-contact resolution (FCR) rates for the support team.

Master of Computer Applications in Computer Applications – BMS College of Engineering (2024)

Bachelor of Computer Applications in Computer Applications – SDM Degree College (2021)