Thenmozhi Purushothman

Technical Support Engineer with over two years of hands-on experience delivering L1 remote client support, hardware and software troubleshooting, and structured incident resolution. Skilled in diagnosing technical issues, escalation handling, root cause analysis, and preventive-action planning, along with user account provisioning and access management. Known for a customer-first approach, clear technical documentation, and consistent SLA adherence in fast-paced, ticket-driven service desk environments.

Builds on this with a solid grounding in software testing (SDLC, STLC) and Agile/Scrum practices.

Technical Support Engineer - Fujitsu - Chennai, India

(2023-01)

• Manage ticket queues in ServiceNow — logging, filtering, and tracking backlog and resolved tickets — while delivering remote L1 support and meeting SLA targets.
• Handle incidents and service requests end-to-end, performing L1 ticket review and raising CRQs (Change Requests) where needed.
• Serve as an escalation point for complex technical inquiries, applying deep product knowledge and structured problem-solving.
• Perform root cause analysis on recurring issues and implement preventive measures, contributing to a 30% reduction in repeat system issues.
• Create user accounts and assign access permissions, and maintain knowledge-base/documentation to support faster resolution.
• Mentor junior team members through knowledge sharing, improving overall team efficiency and service quality.

B.E. - Jeppiaar Engineering College (2018-01 - 2022-01)

HSC - Krishnasamy Memorial Matriculation School (2017-01 - 2018-01)

SSLC - Krishnasamy Memorial Matriculation School (2015-01 - 2016-01)