AARTHI KANNAIAH PAULRAJ
Scarborough,Canada
Summary
Resourceful professional with many years of diverse IT service experience for various hardware and software platforms. Tech-savvy computer expert with a passion for teamwork and helping others while adapting to unexpected challenges. Skilled in troubleshooting, ITIL frameworks, and incident management, with strong abilities in customer service, problem-solving, and communication.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Ontario Ministry of Public and Business Service Delivery and Procurement (MPBSDP)
04.2025 - Current
- Diagnosed and resolved hardware failures, OS misconfigurations, and application errors using remote diagnostic tools and ITSM platforms.
- Assisted with organization-wide Windows 11 migration, user support, and post-migration troubleshooting.
- Identified and escalated potential Severity 1 incidents to Incident Coordinators per incident management protocols.
- Explained technical concepts to non-technical users, enhancing understanding and reducing follow-up requests.
- Created service tickets to document all inquiries, incidents, requests, and resolutions.
Service Desk Team Lead
Cognizant Technology Solutions Canada Inc
, Canada
01.2024 - 02.2025
- Lead a team of IT analysts, overseeing daily tasks, incident management, and ongoing support for internal and external users, ensuring high-quality service delivery
- Acted as the primary point of contact for escalations, providing guidance and resolution on technical and procedural queries
- Managed and monitored SLA performance, ensuring timely resolution of issues and meeting customer expectations
- Mentored and trained service desk agents, improving their technical expertise and overall efficiency
- Proactively identified areas for process and platform improvements, enhancing operational efficiency and reducing system downtime
- Produced and analyzed service level reports to track KPIs and took preventive actions to minimize service disruptions
- Collaborated with other IT teams and business units to ensure alignment of IT strategies with organizational goals, participating in enterprise project management initiatives
Service Desk Analyst
Cognizant Technology Solutions Canada Inc
, Canada
12.2019 - 12.2023
- Provided first-level technical support for IT-related issues, documenting incidents and resolutions within the ticketing system
- Escalated unresolved issues to the relevant IT teams and followed up on incidents to ensure timely resolution
- Provided advice and training to end users on software and hardware issues, contributing to overall user satisfaction
- Diagnosed technical issues across multiple platforms (Windows OS, remote desktop tools, etc.) and delivered timely resolutions
- Supported corporate clients with network-related issues, password resets, printer configurations, and software installations
Education
Postgraduate Certificate - Network and System Security Analysis
George Brown College
Toronto, ON12.2018
Bachelor of Engineering - Electronics and Communication Engineering
Anna University
Chennai, India05.2013
Advanced Diploma - Computer System Technician
George Brown College
Toronto, ONSkills
- Leadership and team management
- Advanced technical troubleshooting and documentation
- Incident and problem management
- Customer service excellence
- Proficiency with platforms and tools such as ServiceNow, Microsoft Teams, Microsoft Outlook, SailPoint, Windows OS, and remote desktop tools
- Basic concepts of Azure cloud computing
- Cybersecurity policies
- Remote desktop troubleshooting
- Service desk operations
- Technical documentation
Certification
Microsoft Certified: Azure Fundamentals, 2024-11
Timeline
Service Desk Analyst
Ontario Ministry of Public and Business Service Delivery and Procurement (MPBSDP)
04.2025 - Current
Service Desk Team Lead
Cognizant Technology Solutions Canada Inc
01.2024 - 02.2025
Service Desk Analyst
Cognizant Technology Solutions Canada Inc
12.2019 - 12.2023
Postgraduate Certificate - Network and System Security Analysis
George Brown College
Bachelor of Engineering - Electronics and Communication Engineering
Anna University
Advanced Diploma - Computer System Technician
George Brown College
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