Vudhanthi Eshwar

Computer Science Master's graduate with more than one year of university IT support experience involving phishing-report review, suspicious-login assessment, identity and access troubleshooting, incident documentation, and security escalation. Foundational knowledge of SIEM monitoring, log analysis, vulnerability management, incident response, NIST CSF, CIS Controls, and endpoint-security concepts. Experienced in Active Directory, Microsoft Entra ID, MFA, VPN support, Python, SQL, and ticketing systems, with a strong commitment to protecting sensitive data and supporting member trust.

IT Help Desk Technician at University of Wisconsin - Milwaukee (2024-12 – 2026-05)

• Responded to 40+ weekly Tier 1/Tier 2 client support tickets covering hardware, software, account access, VPN, and network issues using the Ivanti Neurons ticketing system, prioritizing by urgency and maintaining SLA-focused resolution.
• Reviewed phishing reports, suspicious login issues, and account-compromise concerns, performing first-level assessment and escalating confirmed security incidents to the Information Security team with complete diagnostic documentation.
• Troubleshot system, connectivity, account lockout, VPN, device, and application issues across Windows/macOS environments, isolating root causes and escalating recurring or complex infrastructure problems with clear handoff notes.
• Followed defined escalation procedures for security-related incidents, coordinating with Information Security, Identity Management, and Network Operations teams to investigate and resolve issues.
• Assisted with identity and access management tasks including Active Directory/Entra ID account checks, access troubleshooting, and password/MFA support while following verification and least-privilege procedures.
• Protected sensitive student and employee information by following FERPA requirements, institutional data-handling policies, and confidentiality standards during support interactions.
• Educated students, faculty, and staff on account security practices including password hygiene, MFA enrollment, and phishing recognition, translating security requirements into plain language.
• Managed support queues independently during assigned shifts, balancing customer service, prioritization, confidentiality, and timely escalation in a high-volume environment.
• Documented resolutions, troubleshooting steps, user impact, and time spent in the ticketing system, maintaining accurate, audit-ready records and contributing to internal knowledge base documentation.
• Monitored recurring incident patterns and service trends across ticket data, proactively flagging systemic issues and recommending preventive fixes.
• Trained and mentored L1/L2 student employees on troubleshooting procedures, escalation paths, client communication, and documentation standards.

Virtual Cyber Security Intern at Illinois Institute of Technology (2022-10 – 2022-11)

• Configured a virtual lab environment with pfSense firewall rules, user access controls, and Linux tools, documenting configurations and validation steps.
• Assisted with vulnerability identification, access control validation, firewall rule review, and technical documentation, verifying settings against documented standards.
• Practiced incident response concepts including log review and unauthorized-activity detection, applying systematic investigation and escalation documentation.
• Automated repetitive security configuration and validation tasks using Bash scripting, reducing manual errors and improving consistency of system checks.
• Gained exposure to the CIA triad, IDS/IPS and SIEM concepts, system hardening, endpoint security, and vulnerability management practices in a lab environment.

MERN stack Intern at Cantilever Labs (2022-07 – 2022-09)

• Developed full stack features for e-commerce and productivity platforms using MongoDB, Express.js, React, and Node.js, working with collections and queries to support application data needs.
• Integrated secure RESTful APIs for data handling and synchronization, applying input validation to protect data integrity between application services and the data layer.
• Collaborated in Agile development workflows including requirement discussions, task tracking, testing support, and iterative feature improvement.
• Assisted with debugging, API testing, and code review activities to improve application stability, data integrity, and deployment readiness.

Master of Science in Computer Science – University of Wisconsin - Milwaukee (2026-05)

Bachelor of Technology in Computer Science – Geethanjali College of Engineering and Technology (2020-09 – 2024-05)