Sushmitha M

IT professional with 2.7 years of progressive experience in Helpdesk and Service Desk support, specializing in incident management, technical troubleshooting, and customer communication. Seeking to contribute expertise in Windows OS ServiceNow, and collaboration tools to enhance IT operations and user satisfaction position that will establish myself as a valuable team member of a reputed company. Willingness to work hard in a challenging environment with a purpose of growth, knowledge and creativity, in order to achieve organizational goals.

Servicedesk support Executive at Wipro (Alight Solutions) (2025-01 – Present)

• Provided voice and email technical support ensuring closure as per ITIL Incident Management process.
• Logged, updated, and followed up on tickets to ensure timely resolution.
• Took ownership of calls, drove resolution, and maintained clear communication with customers.
• Delivered full Incident Management lifecycle from logging to closure and customer satisfaction survey.
• Coordinated with vendors, client problem management teams, and other support towers.
• Proactively monitored systems and executed documented escalation processes.
• Troubleshot applications (off-the-shelf/customized), printers, VPN software, collaboration tools, password reset tools, and remote-control tools.
• Supported MS Windows, Office, desktops, laptops, peripherals, networking, and IP telephony.
• Maintained regular communication with users, issuing alerts for new or changed information.
• Collaborated with internal and external stakeholders to ensure smooth IT operations.

Technical support Executive at Access Healthcare (2023-09 – 2024-11)

Provided customer support and resolved technical issues related to healthcare software.

• Customer Support: Responding to customer inquiries and resolving technical issues related to healthcare software
• Answer support calls, emails, and chats.
• Provide timely and accurate information.
• Escalate unresolved issues to higher-level support when necessary.
• Documentation: Keeping detailed records of technical issues and solutions for future reference.
• Keep comprehensive records of all support interactions and technical issues.
• Document the nature of the issues reported.
• Record steps taken to resolve issues.
• Update knowledge base articles to assist other support team members.
• Troubleshooting Windows OS issues using SCCM remote controller

B.E. in Computer Science and Engineering – NPR College of Engineering and Technology

HSC – Cathy. Mat. Hr. Sec. School, Madurai

SSLC – Cathy. Mat. Hr. Sec. School, Madurai