Trupti Patil

Hello, My name is Trupti Patil, and I am from Karad, Maharashtra. I completed my B.Tech in Computer Engineering from Shivaji University and later pursued a PG-DAC from CDAC Mumbai to strengthen my technical skills.

I have around 8 months of hands-on experience as an Associate Engineer Intern in IT Application Support at Ingram Micro. In this role, I worked on incident management, SQL-based troubleshooting, Active Directory, Jira ITSM, production monitoring, and resolving customer issues through phone, email, and remote support while ensuring SLA compliance. I also collaborated with Development, QA, and Operations teams to investigate and resolve application issues.

I have worked with technologies such as SQL, MySQL, Active Directory, Jira ITSM, Jenkins, TeamViewer, and AnyDesk. I enjoy troubleshooting technical issues, learning new technologies, and providing excellent customer support.

I am now looking for an opportunity where I can contribute my application support skills, continue learning, and grow as a Technical Support or Application Support Engineer.

Thank you.

Associate Engineer Intern — IT Application Support at Ingram Micro Platform Technology India Pvt. Ltd. (2025-08 – 2026-03)

• Acted as first point of contact for end users, resolving application and Windows-related issues via phone, email, and remote tools (TeamViewer, AnyDesk), maintaining consistent First Call Resolution (FCR).
• Received, logged, and tracked incidents and service requests in Jira ITSM, ensuring resolution within SLA timelines and following defined escalation paths to L2/L3 teams.
• Managed user account requests and workstation access through Active Directory, including password resets, account unlocks, and provisioning.
• Queried and reviewed application data using SQL to support issue diagnosis and validate fixes before escalation.
• Monitored production application health via Jenkins dashboards and executed service restarts to restore availability and minimise downtime.
• Analysed application and system logs to identify root causes; documented findings with detailed investigation notes for escalation.
• Maintained incident logs, runbooks, and resolution documentation in line with ITIL-aligned practices, building a reliable knowledge base for the team.
• Collaborated with Engineering, QA, and Operations teams to triage production anomalies and reduce recurrence of known issues.
• Participated in shift handovers to ensure continuity of support across 24x7 rotational shifts.

PG Diploma in Advanced Computing in Advanced Computing – CDAC Mumbai (2025)

B.Tech in Computer Engineering – Shivaji University, Kolhapur (2023)

Diploma in Computer Engineering – Maharashtra State Board (2020)

10th (SSC) – Maharashtra State Board (2017)