RAKHI KUMARI
Calgary,Canada
Summary
IT professional with 3+ years of experience in application support, system engineering, and ServiceNow development. Skilled in L1/L2 troubleshooting, incident management, and IT service management (ITIL). Strong ability to resolve technical issues, support enterprise applications, and improve system efficiency. Currently based in Canada and seeking IT Support / Service Desk / Junior System Administrator roles.
Overview
11
11
years of professional experience
Work History
Warehouse Associate
Amazon
10.2025 - 02.2026
- Processed, scanned, and tracked inventory using handheld systems with high accuracy
- Maintained efficiency in a fast-paced, technology-driven environment
- Followed standard operating procedures and safety protocols
- Demonstrated strong attention to detail, time management, and teamwork
- Quickly adapted to new systems and workflows
Omni Associate (Part-Time)
Walmart
10.2023 - 12.2024
- Provide customer support in a fast-paced environment, demonstrating strong communication and problem-solving skills
- Handle transactions accurately using POS systems
Senior Systems Engineer
Cognizant Technology Solutions
02.2015 - 12.2018
- Delivered L1/L2 support for enterprise applications, resolving technical issues and improving user experience
- Installed, configured, and tested system components prior to deployment
- Performed root cause analysis and implemented fixes for recurring incidents
- Collaborated with vendors and cross-functional teams to resolve system issues
- ServiceNow Experience:
- Developed workflows, UI policies, business rules, and client scripts
- Configured SLAs, notifications, reports, and dashboards
- Managed data using import sets, transform maps, and update sets
- Customized Service Portal and created widgets
Education
Bachelor of Engineering - Computer Science
MATS University
Raipur, India01-2014
Skills
- IT Support: L1/L2 Support, Incident & Problem Management, Troubleshooting
- Tools: ServiceNow (SNOW), Bomgar, Service Portal
- Technologies: SQL Server, OOP
- ServiceNow: Workflows, UI Policies, Business Rules, Client Scripts
- Data Tools: Import Sets, Transform Maps, Update Sets
- Other: ITIL Framework, EUC Support, Vendor Coordination
LANGUAGES
English (Professional)
Full Professional
Hindi (Native)
Native or Bilingual
Bengali (Native)
Native or Bilingual
Timeline
Warehouse Associate
Amazon
10.2025 - 02.2026
Omni Associate (Part-Time)
Walmart
10.2023 - 12.2024
Senior Systems Engineer
Cognizant Technology Solutions
02.2015 - 12.2018
Bachelor of Engineering - Computer Science
MATS University