Sandhiya Saravanakumar

Detail-oriented IT Support Specialist with 2+ years of experience delivering L1 & L2 technical support in enterprise environments, including hands-on involvement in a full Citrix-to-Azure Virtual Desktop (AVD) cloud migration covering planning, testing, and end-user transition for 100+ users. Skilled in AVD administration, Active Directory and IAM tasks (TOTP device activation, GSIM access provisioning, AZ account deprovisioning), and basic Terraform-based Azure resource provisioning. Consistently resolves 60+ tickets per week with a strong focus on user satisfaction, documentation accuracy, and minimal downtime.

Junior Technical Support Specialist at LogixHealth Solutions Private Limited (2025 – Present)

• Played a hands-on role in the end-to-end Citrix-to-Azure Virtual Desktop (AVD) migration project — supporting planning, pre/post-migration testing, and user transition for 100+ end users with zero critical incidents.
• Used Terraform to support Azure resource provisioning tied to the AVD environment, assisting senior engineers with infrastructure-as-code configuration changes.
• Activated and configured TOTP (Time-based One-Time Password) devices for multi-factor authentication as part of secure user account setup and access verification.
• Provisioned and managed GSIM account access for authorized personnel, and performed AZ (Azure) account deprovisioning during employee off-boarding, in line with IAM and security compliance requirements.
• Monitored and maintained AVD Hostpools, ensuring high availability and optimal performance across virtual sessions, and troubleshot post-migration session host and profile issues with senior engineers.
• Created and managed user accounts in Active Directory, including group assignments and distribution lists for department-wide and client communications.
• Handled end-to-end employee on-boarding and off-boarding, including AD provisioning, HID physical access via ISecure, application access setup, and account disabling.
• Resolved login and profile corruption issues by cleaning up 200+ orphaned user profiles from local paths and Active Directory, recovering significant disk space.
• Generated weekly reports on ticket status, AVD Hostpool health, migration progress, and user access changes for IT management review.

Trainee – Help Desk at Previous Employer (2023 – 2025)

• Delivered L1 & L2 technical support to internal and external users, consistently resolving 60+ tickets per week with high accuracy and SLA compliance.
• Provided remote desktop support using Bomgar, NComputing, and Citrix, minimizing user downtime and ensuring quick resolution.
• Escalated complex incidents to NOC, SOC, and Network teams, ensuring timely and effective resolution.
• Maintained and updated asset inventory (laptops, desktops, peripherals) and supported periodic hardware audits, ensuring accurate tagging, recording, and tracking.
• Assisted with software installation, configuration, and first-response troubleshooting for network connectivity, VPN, email, and printer issues across departments.
• Shadowed senior engineers during Microsoft Intune sync, compliance checks, and patch management cycles.
• Maintained accurate documentation for distribution lists, on-boarding checklists, and IT procedures in the internal knowledge base.

Bachelor of Science in Computer Science – Mother Teresa University (2017 – 2020)

Higher Secondary Certificate (HSC) – Sri Renugadevi Hr.Sec School (2015 – 2017)

Secondary School Leaving Certificate (SSLC) – Sri Renugadevi Hr.Sec School (2013 – 2015)