Desktop Support Technician with 5+ Years Experience

Sneha Latha Shaga

Desktop Support Technician

+ Texas, United States — +1-256-***-**** — # **********.*******@*****.*** — ï linkedin.com/in/sneha-latha-shaga Professional Summary

Experienced Desktop Support Technician with 5+ years of delivering Tier 1/2 technical support across enterprise IT environments. Proven expertise in troubleshooting desktop hardware, software, and enterprise applications using tools like Active Directory and service management platforms. Strong background in ticket triage, system monitoring, desktop installations, and issue resolution within SLA-driven environments. Skilled in A/V setup, Exchange support, and user administration to ensure seamless IT operations. Adept at maintaining knowledge base documentation, improving service delivery, and supporting enterprise infrastructure. Demonstrated ability to enhance system reliability, optimize workflows, and deliver high-quality end-user support.

Technical Skills

Technical Support & Desktop Services:Desktop Hardware Support, Software Troubleshooting, Ticket Triage, Incident Resolution, Service Request Management, End-User Support, Desktop Installation, System Monitoring Tools / Platforms: Active Directory, ServiceNow, SCCM/MECM, Microsoft Intune, Exchange, PowerShell, Monitoring Tools

Infrastructure / Systems: Windows OS, Linux Systems, Virtual Machines, A/V Equipment Setup, Network Connec- tivity, TCP/IP, VPN, DNS, DHCP

Methods / Frameworks: Incident Management, SLA Management, Knowledge Base Documentation, IT Service Management (ITSM), Escalation Handling, Root Cause Analysis Work Experience

Desktop Support Technician March 2024 – Present

Home Depot

– Provided advanced Tier 1/2 technical support for desktop hardware and software issues, ensuring timely resolution and high end-user satisfaction across enterprise environments.

– Managed ticket triage and service request workflows using ServiceNow, prioritizing incidents effectively to meet strict SLA requirements and reduce backlog volumes.

– Installed, configured, and maintained desktop systems and enterprise applications, improving system readiness and reducing deployment time for new users.

– Administered Active Directory for user account provisioning, password resets, and access management, supporting secure and efficient identity operations.

– Monitored system performance and resolved issues proactively using enterprise monitoring tools, minimizing downtime and improving overall system stability.

– Supported A/V equipment setup and troubleshooting for conference rooms, ensuring seamless communication during business meetings and presentations.

– Assisted in Exchange calendar configuration and troubleshooting, improving scheduling efficiency and reducing user-reported issues significantly.

– Performed root cause analysis on recurring technical issues, implementing preventive measures that reduced repeat incidents and improved system reliability.

– Collaborated with infrastructure and network teams to resolve connectivity issues involving VPN, DNS, and TCP/IP configurations effectively.

– Documented troubleshooting steps, solutions, and support processes in knowledge base systems, enhancing team efficiency and knowledge sharing.

– Delivered high-quality end-user support by maintaining clear communication, ensuring user satisfaction, and resolving issues within defined SLA timelines.

– Participated in training and certification activities to enhance technical expertise and align with organizational IT quality standards.

Desktop Support Analyst May 2020 – Nov 2023

Tech Mahindra

– Delivered Tier 1/2 desktop support for enterprise clients, resolving hardware and software issues while maintaining high service quality standards.

– Managed service desk tickets and handled escalations efficiently, improving response time and ensuring compliance with SLA-driven support models.

– Configured and maintained user accounts in Active Directory, including group policies and access controls for secure system usage.

– Troubleshot desktop operating systems, applications, and network connectivity issues, ensuring uninterrupted business operations for end users.

– Assisted in installation and configuration of desktop systems and peripheral devices, improving onboarding efficiency for new employees.

– Supported A/V setup and maintenance for internal meetings, ensuring proper functioning of audio and visual communication systems.

– Monitored system alerts and responded to incidents using ITSM tools, reducing downtime and improving system performance metrics.

– Collaborated with cross-functional teams to resolve complex technical issues and improve service delivery processes across environments.

– Maintained documentation for troubleshooting procedures and knowledge base articles to improve resolution efficiency for recurring issues.

– Assisted in system monitoring and maintenance tasks to ensure consistent availability and reliability of desktop environments.

– Participated in infrastructure upgrade and deployment activities, ensuring minimal disruption to end-user productivity during transitions.

– Ensured adherence to IT policies, security standards, and operational procedures while delivering consistent and reliable support services.

Key Contributions

– Improved incident response efficiency by implementing structured ticket triage processes and prioritization strategies aligned with SLA requirements.

– Reduced system downtime significantly by proactively monitoring desktop environments and resolving issues before escalation.

– Enhanced end-user satisfaction by delivering consistent, high-quality support and resolving technical issues within defined service timelines.

– Streamlined desktop deployment processes through standardized installation procedures, improving onboarding efficiency across enterprise teams.

– Strengthened system reliability by performing root cause analysis and implementing preventive solutions for recurring technical issues.

– Improved knowledge sharing by creating detailed documentation and maintaining an updated knowledge base for support teams.

– Increased operational efficiency by collaborating with cross-functional teams to resolve complex infrastructure and connectivity issues.

– Supported organizational IT goals by aligning support processes with best practices and continuously improving service delivery standards.

Education

Lewis University

M.S. in Business Analytics

Osmania University

Bachelor’s Degree in Bio Technology

Certifications

– CompTIA A+ Certification

– Microsoft Certified: Modern Desktop Administrator Associate

– ITIL 4 Foundation Certification

– Microsoft 365 Certified: Endpoint Administrator Associate

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