AARTHI KANNAIAH PAULRAJ
Scarborough,Canada
Summary
IT Service Desk professional with extensive experience in providing frontline technical support for end users. Skilled in diagnosing and resolving hardware, software, and network-related issues while ensuring high-quality customer service. Adept at working in high-pressure environments, prioritizing tasks, and collaborating with teams to improve IT service operations. Strong technical knowledge of Microsoft OS platforms, Office 365 Suite, Active Directory, and mobile device support (iOS/Android).
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Team Lead
Cognizant Technology Solutions Canada Inc
01.2024 - 02.2025
- Led a team of IT analysts, ensuring efficient incident management and service request fulfillment.
- Acted as a single point of contact for escalations, providing expert guidance on technical and procedural queries.
- Managed SLA performance, ensuring timely issue resolution and customer satisfaction.
- Trained and mentored service desk agents to enhance technical expertise and improve first-contact resolution.
- Identified areas for process improvement to enhance operational efficiency and reduce system downtime.
- Collaborated with IT teams and business units to align IT strategies with organizational goals.
Service Desk Analyst
Cognizant Technology Solutions Canada Inc
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
Advanced Diploma - Computer System Technician
George Brown College
Toronto, ON08.2019
Postgraduate Certificate - Network and System Security Analysis
George Brown College
Toronto, ON12.2018
Bachelor of Engineering - Electronics and Communication Engineering
Anna University
05.2013
Skills
- Expertise in diagnosing and troubleshooting IT issues across Windows 10/11, Office 365, and desktop hardware
- Strong knowledge of LAN/WAN networks, telecommunications, VPN, OneDrive, and Adobe Suite
- Experienced in structured troubleshooting techniques for resolving user, account, and system-related problems
- Strong customer service, de-escalation, and client interaction skills
- Excellent analytical, problem-solving, and prioritization abilities in high-pressure environments
- Proficiency in IT service management tools such as ServiceNow, Microsoft Teams, and remote desktop tools
- Effective time management, communication, and documentation skills
Certification
Microsoft Certified: Azure Fundamentals, 11/01/24
Timeline
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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