Shalem Raj

Desktop Support Engineer with over 3.5 years of professional experience in technical support, IT operations, end-user support, incident resolution, and customer service. Skilled in troubleshooting Windows operating systems, Microsoft Office 365, hardware, software, printers, network connectivity, Active Directory user administration, ticketing tools, and remote support. Strong ability to resolve technical issues within SLA while delivering excellent customer experience.

Desktop Support Engineer - Amazon

(2022-02 - 2025-05)

• Provided technical and operational support to internal and external users while meeting SLA targets.
• Diagnosed and resolved application, account, and system access issues.
• Documented incidents and coordinated with cross-functional teams for issue resolution.
• Handled high-volume support requests and maintained accurate ticket updates.
• Delivered excellent customer service and process compliance.
• Delivered technical support to internal and external users while consistently meeting SLA targets.
• Diagnosed and resolved Windows operating system, application, and account-related issues.
• Installed, configured, and upgraded software applications and system drivers.
• Troubleshot desktop, laptop, printer, and peripheral hardware issues.
• Configured Microsoft Office 365, Outlook, and email profiles.
• Supported Active Directory user administration, including password resets, account unlocks, and user access requests.
• Assisted users with VPN connectivity and network troubleshooting.
• Logged, tracked, and resolved incidents using ticketing tools such as ServiceNow and Jira.
• Performed remote troubleshooting using remote desktop support tools.
• Coordinated with infrastructure, networking, and application teams for issue resolution.
• Maintained accurate documentation of incidents, service requests, and resolutions.
• Assisted in IT asset tracking and inventory management.
• Performed routine system health checks and preventive maintenance.
• Followed IT security policies and ensured compliance with organizational standards.
• Delivered excellent customer service while maintaining high productivity and quality metrics.

Analyst - Optum Global Solutions

(2018-11 - 2020-03)

• Supported end users with application access and issue resolution.
• Maintained accurate documentation and collaborated with IT/business teams.
• Performed data validation and ensured process quality.

Health Insurance Process Associate - UnitedHealth Group

(2017-09 - 2018-02)

• Provided customer support and resolved user queries.
• Maintained accurate records and ensured quality standards.

B.Sc. - Computer Science (2017)