Technical Support Production

MEENA ROSHINI MATHIVANAN

437-***-**** Toronto, ON **************@******.*** LinkedIn

SUMMARY

Around 5 years of experience as an IT analyst and Business Analyst, using ServiceNow, SQL, Excel and Production Support within the SDLC framework. Skilled in database querying, data analysis, and providing production support across multiple project stages.. Proven track record in ServiceNow-driven ITSM delivery, SLA compliance, escalation handling, and Root Cause Analysis (RCA). Skilled in technical troubleshooting, production support, application support and SDLC-aligned service delivery, ensuring stability, operational efficiency, and customer satisfaction. Experienced in Agile methodologies, cross-functional collaboration, and stakeholder engagement. Certified in ITIL Foundation with a strong understanding of IT service management best practices. Expertise in facilitating cross-functional collaboration, eliciting requirements to ensure alignment between business needs and technical solutions.

SKILLS

●Technical Tools: SQL(Advanced), Active Directory, VMware, Citrix, UNIX/Linux, Windows Server, Remote Desktop, VPN configuration, Application Support, API Support, RRDonnelley Applications, Release Management,

● End-User Technical Support: Desktop, business applications, web apps

●Windows Server & Infrastructure: Active Directory, VMware

● Network & Communication: LAN/WAN, Voice & Data Communication

● Microsoft Suite Expertise: Office 365, SCCM, Intune, Teams, OneDrive.API Request

●Server Management: Patch management

●ITIL Processes: Incident, Request, Change Management

●Technical Documentation & Reporting: Procedures, system architecture, reporting tools

●Certifications: Power BI for Data Analytics, ITIL,SQL Mater Class

EXPERIENCE

Technical Representative – NQX, Canada (May 2025)

●Delivered Tier 2/3 application and technical support for Bell client applications, software, and hardware, including advanced troubleshooting for MS Office, File System, Active Directory, Exchange, SharePoint, and Citrix environments.

●Utilized ServiceNow ITSM to manage incidents, service requests, and change tasks, ensuring SLA compliance, detailed documentation, and accurate ticket resolution.

●Performed user account administration, access provisioning, group policy updates, and security permission management within Active Directory, ensuring compliance and smooth onboarding/offboarding processes.

●Coordinated with cross-functional teams—including Development, Application Support, and IT Operations—during major incidents, assisting with outage management, root cause analysis, and service restoration.

●Managed escalations for high-priority incidents, collaborating with senior stakeholders and vendor teams to ensure timely resolution and effective communication.

●Supported workstation configuration, patching, and deployment activities, reducing downtime and enhancing end-user productivity.

●Authored and updated knowledge base articles and SOPs to streamline issue resolution, reduce repetitive tickets, and support onboarding of new team members..

Technical Support Specialist – Transcom, Canada (Oct 2024)

●Provided end-to-end technical support for Apple devices, including iPhones, iPads, MacBooks, and Apple software, ensuring high customer satisfaction.

●Assisted customers with device setup, configuration, troubleshooting, and software updates, resolving hardware and software issues efficiently

●Supported Apple applications and ecosystem services (iCloud, iTunes, Apple ID, Mail, Safari, FaceTime, and productivity apps) for personal and business users.

●Diagnosed and resolved connectivity, network, and sync issues across Apple devices and services.

●Collaborated with cross-functional teams to identify recurring issues and suggest process or product improvements.

Technical Support Specialist – Gexel Telecom, Canada (Jun 2024)

●Provided technical assistance and application support for telecom services, including troubleshooting connectivity, VoIP, and network applications.

●Managed ticketing systems to log, track, and resolve incidents efficiently while meeting SLA targets.

●Supported internal staff with business application setup, configuration, and user access issues, ensuring smooth operational workflows.

●Assisted in maintaining and updating knowledge base documentation for common technical issues, reducing repetitive support queries.

Lead Analyst –Accenture Jan 2021 – Oct 2023

●Led a team of 6 technical support analysts, providing guidance, mentoring, and task delegation to ensure smooth daily operations.

●Acted as primary point of contact for process-related queries, providing solutions and clarifications to both team members and stakeholders.

●Provided end-to-end application support for all client applications, including troubleshooting, configuration, and issue resolution.

●Coordinated with development teams during application outages, assisting in root cause analysis, incident resolution, and post-incident documentation.

●Collaborated with stakeholders and project managers to help develop project scopes, project plans, and business users to elicit, capture, analyze, refine, communicate, and document their requirements.

●Monitored system performance and application health to proactively identify potential issues, minimising downtime and ensuring business continuity.

●Trained and guided team members on application workflows, troubleshooting procedures, and client-specific processes, improving first-time resolution rates..

●Proactively suggest process improvements, automation, and monitoring strategies to reduce recurring incidents and enhance application stability.

●Provide 24x7 support for Active Directory and Wintel server applications, performing failover tests, disaster recovery exercises, and ensuring business continuity.

●Oversee ITSM processes, including Incident, Problem, Change, and Service Requests, managing and resolving tickets via ServiceNow and JIRA within defined SLAs.

●Lead Major Incident Management (MIM) by coordinating bridge calls, resolver groups, and reducing downtime for critical systems.

●Act as a bridge between business and technical teams by translating business requirements into actionable IT support plans.

●Administer Change Management including risk analysis, impact assessment, and CAB participation, to minimise service disruptions.

●Configure and monitor ITSM dashboards and SLA reports, ensuring proactive management of incident queues and maintaining 99% SLA compliance for critical applications.

●Produced weekly/monthly ITSM reports on incident trends, SLA breaches, and continuous improvement metrics.

Application / Cloud Support Associate (ITSM Operations) Accenture Mar 2019 – Dec 2020

●Delivered first-line ITSM support for enterprise applications using ServiceNow Incident & Service Request modules.

●Achieved 95% SLA compliance while escalating high-priority issues to Problem & Change teams.

●Assisted in the rollout of ServiceNow Service Catalogue and Knowledge Base, improving self-service ticket resolution.

●Supported VPN, Citrix, and remote desktop services, reducing repeat incidents by 15%.

●Contributed to post-incident reviews and knowledge documentation under ITIL guidelines.

PROJECTS

Major Incident Resolution Framework (Accenture, 2022): Designed and implemented a structured Major Incident Management workflow in ServiceNow, reducing incident resolution time for high-severity issues by 22% and improving executive communication during outages. SLA & Metrics Dashboard Development (Accenture, 2021): Built customised SLA monitoring dashboards and incident trend reports in ServiceNow, giving leadership visibility into service performance and driving continuous improvement initiatives.

EDUCATION

Bachelor’s Degree in Information Science Engineering, Oxford College Of Engineering, India.

Contact this candidate