Technical Support Engineer - ITIL ITSM & RCA Expert

Resume

Name- Yogita Arun Bhosale. Address-Hadapsar, Pune

Phone- 955-***-**** Email- ***************@*****.***

Professional Summary- Application & Technical Support Specialist with 5+ years’ experience across L1/L2/L3 support, incident management, product support, and cross functional coordination. Strong troubleshooting skills, hands on experience with ITIL/ ITSM tools, monitoring platforms, and RCA delivery. Known for owning issues end to end, reducing recurring incidents, and enabling stable product operations.

Core Skills- Application Support • Incident & Escalation Management • RCA • Stakeholder Management • SQL Basics • Monitoring (Graylog, Grafana, AppDynamics) • Windows/Linux • Jira • ServiceNow • CRM • Excel/Google Sheets • Remote Tools (TeamViewer, AnyDesk)

Professional Experience-

Organisation-FirstCry.com (Brainbees Solutions Pvt Ltd) — Technical Support Engineer Feb 2020 – May 2025 •

Provided L1/L2/L3 application & technical support across B2B, B2C, MIS, WMS & TMS systems. • Troubleshot critical production issues, ensuring 95%+ SLA compliance and rapid service restoration. • Performed RCA for recurring issues and coordinated permanent fixes with Dev & QA teams. • Acted as Single Point of Contact (SPOC) for business teams during escalations. • Managed tickets via Jira/ServiceNow and improved documentation with knowledge base updates. • Conducted preliminary testing for new features, patches, and enhancements.. • Delivered application support and issue resolution across multiple internal products. • Logged, tracked & analyzed incidents to reduce repeat issues. • Assisted cross functional teams with requirement validation and user acceptance checks.

Education & Certifications- MCS (First Class) ITIL • Agile

Contact this candidate