IT Service Desk Analyst & System Support Specialist

Contact

***************@*****.***

www.linkedin.com/in/anoosha-

p-4ab637232 (LinkedIn)

Top Skills

Microsoft Azure

Linux

Continuous Integration (CI)

Anoosha P

Service Desk Analyst ITSM & Ticketing Active Directory Windows

& macOS Network Troubleshooting Email & VPN Support

SLA & Incident Management End-User Support Full-Time Opportunitiesion

Plainfield, Illinois, United States

Summary

Computer Science master’s graduate with expertise spanning system engineering, IT support, service desk operations, and IT infrastructure management. Skilled in Active Directory, Windows/ macOS, Unix/Linux, networking, cloud platforms (AWS, Azure), Python, SQL, CI/CD, ERP automation, and system monitoring. Experienced in backend development, incident and request management, and collaborating with DevOps teams for secure system deployments. Seeking full-time opportunities in IT infrastructure, system engineering, or service desk roles to deliver technical excellence and operational efficiency.

I am seeking full-time opportunities in System Engineering, Technical Support, IT Help Desk, or Service Desk roles where I can leverage my technical expertise and problem-solving skills to drive impactful results.

Experience

Day2Day Wellness App

Service Desk Analyst

January 2023 - Present (3 years)

• Provided Tier 1 and Tier 2 technical support to end users via phone, email, chat, and remote tools.

• Diagnosed and resolved hardware, software, and network issues for Windows and macOS systems.

• Managed user accounts in Active Directory, ensuring compliance with security policies and access controls.

• Collaborated with infrastructure and security teams to efficiently resolve escalated issues.

Lewis University

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Graduate Assistant – IT / Technical Support

April 2023 - December 2024 (1 year 9 months)

Illinois, United States

Provided Tier 1–2 IT support to students, faculty, and staff, resolving hardware, software, and network-related issues in a timely and professional manner. Managed user accounts in Active Directory, including password resets, account unlocks, group membership updates, and basic permission management.

Supported Windows and macOS operating systems; diagnosed OS-level issues, performed system updates, and assisted with software installations. Troubleshot network connectivity issues involving DNS, DHCP, TCP/IP, and VPN, escalating complex incidents when required.

Installed, configured, and supported commonly used applications including MS Office, Outlook, and web browsers.

Assisted with hardware support for desktops, laptops, monitors, printers, and peripherals, including setup, replacement, and basic repairs. Performed system imaging, device setup, and asset tagging to prepare equipment for new users and lab environments.

Responded to and documented incidents and service requests using a ticketing system, ensuring accurate categorization, prioritization, and resolution notes.

Distinguished between incidents vs. service requests, following SLA guidelines and escalation procedures.

Delivered clear, friendly, and professional customer service while explaining technical solutions to non-technical users.

Collaborated with IT team members and cross-trained across functions to gain broader exposure to campus IT operations.

Maintained compliance with university IT policies, security standards, and data privacy requirements.

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TechInnovate Solutions

Systems Engineer

April 2022 - November 2022 (8 months)

Provisioned AWS Landing Zone & automated environment setup. Developed Flask-based internal tools for AWS resource monitoring. Automated EC2 snapshot management with Python (Boto3). Managed CloudFormation stacks for IaC deployments. Configured CloudWatch alarms & EventBridge for proactive monitoring. Education

Lewis University

Master's degree, Computer Science

MLR Institute of Technology

Bachelor's degree, Electrical and Electronics Engineering Page 3 of 3

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