IT Support Specialist with ITIL Expertise

Swati Shewale

IT Support Specialist (ITSS)

*****.*******@*****.*** 678-***-****

PROFESSIONAL SUMMARY

IT Support Specialist with 3+ years of experience delivering technical assistance, troubleshooting, and desktop support for end-user systems in enterprise environments. Proficient in ServiceNow (Incident, Change, and Problem Management), Active Directory, Office 365, and remote support tools. Experienced in network troubleshooting, system maintenance, and ITIL-aligned service delivery. Strong communicator with a track record of high customer satisfaction and cross-functional collaboration.

TECHNICAL SKILLS

Operating Systems: Windows 10/11, Windows Server 2016/2019, macOS, Linux (basic)

ITSM & Ticketing: ServiceNow, Incident Management, Problem Management, Change Management, ITIL Framework

Remote Support: TeamViewer, AnyDesk, Remote Desktop Protocol (RDP)

Directory & Identity: Active Directory (AD), Group Policy (GPO), User & Access Management

Microsoft Technologies: Office 365, Exchange Server, SharePoint, Microsoft Teams, SCCM

Monitoring & RMM: ConnectWise Automate, SolarWinds RMM, Event Viewer, Performance Monitor

Networking: TCP/IP, DNS, DHCP, VPN, LAN/WAN, Routers, Switches, Network Troubleshooting

Virtualization: VMware Workstation, VirtualBox

Cloud Platforms: Microsoft Azure, AWS (basic)

Collaboration Tools: Slack, Microsoft Teams, Cisco Webex Teams

Hardware Support: Desktop/Laptop Repair, Peripheral Devices, Server Hardware (basic)

PROFESSIONAL EXPERIENCE

IT Support Specialist (ITSS) Feb 2025 - Present

Pegram Insurance Charlotte, NC

•Delivered multi-channel technical support via email, phone, and ticketing systems, consistently achieving high customer satisfaction ratings.

•Diagnosed and resolved complex hardware, software, and system issues using remote access tools and structured troubleshooting methodologies.

•Administered Active Directory including user account management, group policies (GPO), and access control to maintain secure and compliant environments.

•Managed incident, change, and service request workflows in ServiceNow following ITIL best practices, improving response and resolution times.

•Designed and maintained ServiceNow dashboards and reports to monitor KPIs and SLA compliance, enabling data-driven IT decisions.

•Performed routine system maintenance including patching, updates, and performance optimization to enhance server and application reliability.

•Monitored application and infrastructure performance to maintain high system availability in alignment with SLA requirements.

•Conducted backup and restoration operations to ensure data integrity, disaster recovery readiness, and business continuity.

•Installed, configured, and supported hardware, software, and end-user systems per organizational standards, reducing downtime and escalations.

•Troubleshot network performance issues including DNS, DHCP, and connectivity to proactively prevent service disruptions.

•Identified process gaps and implemented workflow improvements and automation solutions, reducing incident resolution time.

•Created and maintained technical documentation, incident resolutions, and knowledge base articles for team training and knowledge sharing.

IT Support Specialist (ITSS) Dec 2022 - Jan 2025

Truist Atlanta, GA

•Provided on-site and remote desktop support for Windows environments using Active Directory and RDP to resolve technical issues efficiently.

•Managed and maintained IT ticketing workflows in ServiceNow, accurately logging incidents and monitoring SLA compliance.

•Configured, deployed, and supported Windows Server services including AD, DNS, DHCP, and WINS to maintain reliable network operations.

•Diagnosed and resolved network connectivity issues across TCP/IP, VPN, and LAN/WAN systems, restoring functionality quickly.

•Managed software deployment, patching, and updates through SCCM, ensuring endpoints remained secure and standardized.

•Applied security configurations and endpoint protection controls to strengthen IT security posture and compliance.

•Monitored server and workstation performance using Event Viewer and Performance Monitor, proactively addressing potential issues.

•Provided end-user training on ServiceNow and self-service IT portals to improve self-sufficiency and reduce ticket volume.

•Conducted preventive maintenance including system audits, patch management, and performance assessments to minimize downtime.

•Escalated advanced issues to Tier 2 and Tier 3 support teams ensuring timely resolution in line with company SLAs.

•Collaborated with cross-functional teams to streamline IT processes and improve overall service delivery.

Contact this candidate