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Vangara R. — Mid-Level IT Service Desk Specialist from India

Vangara R.

Mid-Level IT Service Desk Specialist

India 3-6 years
Open to offersNew to Platform
Languages
EnglishHindi
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About

Radha S. is an experienced Senior Technical Support Executive with over three years in IT service desk operations, primarily within the IT infrastructure industry. At Zensar Technologies, Radha S. managed high-volume incidents using ServiceNow, consistently meeting SLA targets while maintaining a 95% customer satisfaction rate. Her expertise includes troubleshooting across Microsoft 365, Exchange Server, Windows Server, and Azure Active Directory environments. She provided L1/L2 support for VMware and Citrix, addressed VPN and TCP/IP connectivity challenges, and resolved software and hardware issues for enterprise users on Windows and macOS platforms. Radha S. also managed M365 licenses, MFA configurations, user accounts, and permissions, contributing to process improvements and end-user productivity in fast-paced organizational settings.

Experience

  • Senior Technical Support Executive

    Zensar Technologies · 2022 — 2026
    Utilized Service Now to address over 30 incidents daily, ensuring adherence to SLA targets and maintaining high customer satisfaction. Delivered L1/L2 support in VMware and Citrix environments, focused on virtual desktop performance and access issues. Assisted enterprise users with VPN, TCP/IP, and remote connectivity challenges. Supported end users on Windows and macOS platforms through software installation and configuration. Engaged in remote troubleshooting via Microsoft Teams and similar tools. Created and refined knowledge base articles within Service Now to minimize recurring incidents. Managed user accounts and role-based access across internal tools and applications. Classified and routed tickets to Endpoint, Network, and Application teams as necessary. Oversaw M365 license assignments and management, configured MFA issues, administered shared mailboxes, distribution lists, and security groups, and provided mailbox permissions while resolving mail flow complications.

Skills & Expertise

Cantonese (Fluent)DaVinci ResolveIT and NetworkingHelpdesk

Education

  • Diploma in Special Education
    TCTVH Government Institute of Electronics · — — 2022
  • Bachelor of Commerce (Computers)
    Osmania University · — — 2019