IT Support and Service Desk Professional

I am an IT Support and Service Desk professional with more than 3 years of experience supporting end users in enterprise and managed service environments. My background includes Windows, macOS, cloud-based infrastructures, and Level 1–2 technical support.

I have worked extensively with Microsoft 365 administration, identity and access management, endpoint troubleshooting, networking fundamentals, and remote desktop support. I am comfortable handling incident management, SLA-driven support, and structured triage workflows.

In my recent role as a Service Support Analyst at Amplify, I resolved high volumes of production support tickets, improved first-contact resolution, and collaborated with engineering, security, and operations teams to reduce escalations. I also supported access provisioning through Okta and managed endpoint reliability using Jamf.

Previously, I worked as an Associate Technical Engineer at Kyndryl, where I managed infrastructure and application incidents, performed root cause analysis, and created technical documentation and runbooks. I also supported Windows, Linux, VMware, SAN, backup environments, and network troubleshooting across TCP/IP, DNS, DHCP, routing, and VPN issues.

Earlier in my career, I completed an IT Support Internship at Netskope, where I worked on cloud infrastructure automation using Terraform across GCP and AWS. I also helped strengthen cloud security by configuring secure networking and access controls.

I hold an M.S. in Cybersecurity and Networks from the University of New Haven and a B.E. in Electrical and Electronics Engineering from SVIT, VTU. I also have certifications in AWS Cloud Practitioner, Google Cybersecurity, and Cisco AI Technical Practitioner, with additional cloud and networking certifications in progress.