Vaishnavi

Detail-oriented IT Support professional with 1+ year of hands-on technical experience in DNS, SPF, DKIM, DMARC configuration, SMTP server management, and network troubleshooting. Proficient in diagnosing and resolving L1/L2 incidents involving server connectivity, email delivery failures, and system configuration issues. Experienced with HTML/CSS, CMS platforms, and multi-channel technical operations.

Strong analytical and communication skills with a proven ability to work under pressure, manage multiple tasks, and maintain service continuity. Eager to transition into a dedicated IT Service Desk role to leverage technical troubleshooting expertise in a support-driven environment.

Digital Operations Associate (Technical Support) - Vintorix Private Ltd - Chennai, Tamil Nadu

(2024-10 - 2025-12)

• Diagnosed and resolved L1/L2 technical incidents involving DNS misconfigurations, SPF/DKIM/DMARC failures, SMTP delivery errors, and server connectivity issues — directly transferable to helpdesk L1/L2 support.
• Managed and monitored SMTP server infrastructure, ensuring high uptime and reducing email failure rates through proactive troubleshooting.
• Configured and validated SPF, DKIM, and DMARC records — equivalent to managing DNS settings and email authentication for end-user accounts.
• Operated SecureCRT and PuTTY (terminal/SSH tools) for server access and remote configuration — consistent with remote desktop and system access used in IT helpdesk roles.
• Identified, prioritized, and resolved multiple concurrent technical incidents, maintaining SLA adherence and minimizing downtime for business operations.
• Built and maintained responsive HTML/CSS email templates — demonstrating hands-on experience with web technologies and cross-platform compatibility.
• Ensured adherence to TAT (Turnaround Time) and SLA benchmarks across all assigned tickets; maintained a scorecard tracking resolution rate, response time, escalation count, and customer satisfaction hits.
• Responded to multi-channel queries (email, portal, chat) ensuring timely resolution in line with TAT and SLA targets.
• Monitored server health, tracked delivery failures, and maintained resolution logs — equivalent to MIS and incident documentation in service desk operations. Documentation: maintained SOPs, resolution logs, and configuration records.
• Rotational shift readiness: experienced operating under time-sensitive, deadline-driven environments.
• Escalated unresolved complex technical issues to L2/L3 engineering teams following defined helpdesk policies and escalation frameworks, with proper case documentation and handoff summaries.

B.E - Electronics and Communication Engineering - Jai Shriram Engineering College (2020-08 - 2024-07)