Sinan

Detail-oriented, high-caliber Computer Applications graduate with specialized master's training in Cloud Computing and Virtualization. Demonstrates strong practical expertise in enterprise hardware/software troubleshooting, routing and switching architectures, OS configuration, and multi-tier end-user support. Proven success in high-velocity technical support operations at iEnergizer IT Services, effectively resolving incident tickets within strict SLA timelines.

Combines diagnostic depth with excellent cross-functional communication to optimize infrastructure resilience, ensure system availability, and enhance end-user productivity.

Technical Support Executive - iEnergizer IT Services Pvt. Ltd.

(2026-01 - 2026-05)

• Delivered Tier-1 and Tier-2 technical support across diverse enterprise computing environments, handling system crashes, driver anomalies, and connectivity incidents.
• Systematically diagnosed and remediated software bugs, network stack issues, operating system errors, and peripheral failures, consistently achieving over 94% first-contact resolution.
• Strictly complied with defined Service Level Agreements (SLAs) and internal KPIs, mitigating ticket backlog while ensuring transparent customer communication.
• Facilitated cross-functional escalations to senior network and systems engineering teams, supplying exhaustive diagnostic telemetry and replication logs.
• Authored standardized troubleshooting guides and resolution workflows for frequently encountered hardware and network faults to improve desk efficiency.
• Maintained comprehensive ticketing histories and documentation within IT service management platforms, ensuring rigorous data hygiene and reporting compliance.

Master's in Cloud Computing - Cloud Computing - Jetking Kochi Learning Center (2024 - 2025)

Bachelor of Computer Applications (BCA) - Computer Applications - Bengaluru North University (2021 - 2024)

Higher Secondary Education - Computer Science - B.E.M. Higher Secondary School (2019 - 2021)