Aiswaryalakshmi Arunachaleswaran
Langley,BC
Summary
IT Technical Support Analyst with 7+ years of extensive expertise in problem-solving, team collaboration, and customer service. Proven track record in enhancing system uptime, reducing operational costs by 15%, and boosting system efficiency by 20%. Passionate about leveraging cloud computing and creating comprehensive knowledge bases to drive innovation and improve service delivery.
Service desk professional with proven track record in resolving technical issues and enhancing operational efficiency. Known for reliable team collaboration and adaptability in dynamic environments. Skilled in incident management and technical troubleshooting, with focus on delivering high-quality service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Service Desk Analyst
Venturis Capital Corporation
06.2024 - Current
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Championed a culture of continuous improvement within the service desk team by regularly sharing best practices and encouraging open dialogue about challenges and potential solutions.
- Collaborated with cross-functional teams to resolve complex technical issues, minimizing downtime for critical business systems.
- Maintained detailed documentation of incident resolutions, contributing to the growth of the internal knowledge base.
- Developed training materials for new service desk analysts, resulting in faster onboarding and increased productivity.
- Served as a mentor to junior team members, fostering a supportive work environment that encouraged skill development.
- Conducted regular reviews of open tickets, ensuring timely follow-up actions were taken to drive issue resolution successfully.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
IT Service Desk Analyst
Euromoney Institutional Investor PLC
05.2022 - 06.2024
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
- Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing the team to focus on critical issues.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Used ticketing systems to manage and process support actions and requests.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
IT Help Desk Analyst
Compugen Inc
07.2021 - 05.2022
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Logged support tickets and closed when issues were resolved.
- Provided basic end-user troubleshooting and desktop support.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
- Compiled and accurately entered data for each customer encounter to record in system.
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed high levels of call flow and responded to technical support needs.
- Improved overall system stability by identifying potential risks during routine maintenance tasks and escalating them to appropriate teams for resolution.
- Installed and updated hardware, software and applications on Mac and PC devices.
- Actively participated in ongoing professional development opportunities to stay current on industry trends and technology advancements impacting the help desk environment.
Senior Service Desk Analyst
Cognizant Technology Solutions
09.2012 - 03.2016
- Resolved technical issues for 500+ users, improving system uptime and user satisfaction
- Implemented troubleshooting protocols, reducing downtime and boosting productivity
- Collaborated with cross-functional teams to enhance IT service workflows and delivery
- Analyzed system performance metrics, identifying and solving key issues for better efficiency
- Managed IT asset inventory, optimizing resource allocation and cutting costs by 15%
- Implemented troubleshooting protocols, reducing downtime and boosting user productivity significantly
- Conducted in-depth system performance analysis, identifying key improvement areas and implementing effective solutions
- Documented and updated IT service procedures, ensuring compliance and consistency across the team
- Facilitated cross-departmental projects, improving IT service delivery and inter-team communication
- Developed and led training sessions for new IT protocols, increasing team efficiency and reducing onboarding time by 30%
- Dedicated professional with a strong desire to learn quickly, work diligently, and contribute effectively to team objectives
- Resolved technical issues efficiently, ensuring minimal downtime and enhancing user satisfaction through prompt, effective support
- Collaborated with cross-functional teams to troubleshoot and resolve IT problems, fostering a seamless workflow and improved team productivity
- Diagnosed and resolved complex IT issues, applying analytical skills to identify root causes and implement long-term solutions
- Achieved a 95% customer satisfaction rate by consistently delivering high-quality IT support and services, contributing to operational efficiency
- Maintained detailed records of IT support activities, ensuring accurate documentation and facilitating continuous improvement in service delivery
- Eager to learn quickly, work diligently, and adapt to new challenges with a positive attitude
- Managed a team of analysts to resolve technical issues, improving ticket resolution time by 30% and enhancing customer satisfaction
- Worked closely with cross-functional teams to streamline support processes, reducing incident escalation by 25%
- Implemented new troubleshooting protocols, decreasing average resolution time from 6 to 4 hours and boosting team productivity
- Analyzed recurring issues, developed proactive solutions, and reduced repeat incidents by 15%, enhancing overall service quality
- Conducted root cause analysis on major incidents, reducing downtime by 40% and preventing future disruptions
- Monitored system performance metrics, identifying bottlenecks and implementing solutions that improved service efficiency by 18%
Education
Bachelors in Technology -
Anna University
06.2012
Masters in Business Administration - Human Resource Management
Annamalai University
06.2020
Skills
- Problem-solving
- Team collaboration
- Customer service
- New hire onboarding
- User feedback analysis
- Incident Response
- IT Process Improvement
- Attention to Detail
- Operating Systems: Windows 10, 11
- Android / IOS
- Software: MS O365
- Microsoft Intune (MDM)
- Microsoft SCCM
- Active Directory
- Citrix
- Azure Virtual Machine
- Remote Desktop
- Forticlient
- Zoom/ WebEx
- Expert Touch/ Kaseya Agent
- Service Manager console/ Service Now
- BMC Remedy Tool
- JIRA
- Remote technical support
- Remote desktop support
- Hardware diagnostics
- Asset management
- SLA compliance
- Knowledge base maintenance
- Effective communication
- Adaptability and flexibility
- Task prioritization
- VPN management (Sophos)
Certification
- ITIL V4, People Cert
- Six Sigma Yellow Belt, Cognizant
- Fortinet NSE1, Fortinet
- Fortinet NSE2, Fortinet
Accomplishments
- Resolved technical issues for 500+ users, improving system uptime and user satisfaction.
- Implemented troubleshooting protocols, reducing downtime and boosting productivity.
- Collaborated with cross-functional teams to enhance IT service workflows and delivery.
- Analyzed system performance metrics, identifying and solving key issues for better efficiency.
- Managed IT asset inventory, optimizing resource allocation and cutting costs by 15%.
- Conducted in-depth system performance analysis, identifying key improvement areas and implementing effective solutions.
- Documented and updated IT service procedures, ensuring compliance and consistency across the team.
- Facilitated cross-departmental projects, improving IT service delivery and inter-team communication.
- Developed and led training sessions for new IT protocols, increasing team efficiency and reducing onboarding time by 30%.
- Achieved a 95% customer satisfaction rate by consistently delivering high-quality IT support and services.
- Maintained detailed records of IT support activities, ensuring accurate documentation and facilitating continuous improvement in service delivery.
- Managed a team of analysts to resolve technical issues, improving ticket resolution time by 30% and enhancing customer satisfaction.
- Worked closely with cross-functional teams to streamline support processes, reducing incident escalation by 25%.
- Implemented new troubleshooting protocols, decreasing average resolution time from 6 to 4 hours and boosting team productivity.
- Analyzed recurring issues, developed proactive solutions, and reduced repeat incidents by 15%.
- Conducted root cause analysis on major incidents, reducing downtime by 40% and preventing future disruptions.
- Monitored system performance metrics, identifying bottlenecks and implementing solutions that improved service efficiency by 18%.
Personal Information
Title: IT Technical Support Analyst
Languages
English
Full Professional
French
Limited Working
Timeline
Senior Service Desk Analyst
Venturis Capital Corporation
06.2024 - Current
IT Service Desk Analyst
Euromoney Institutional Investor PLC
05.2022 - 06.2024
IT Help Desk Analyst
Compugen Inc
07.2021 - 05.2022
Senior Service Desk Analyst
Cognizant Technology Solutions
09.2012 - 03.2016
Bachelors in Technology -
Anna University
Masters in Business Administration - Human Resource Management
Annamalai University
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