Abinaya Balaji

Technical Support Engineer

Pondicherry

Summary

Customer-focused Technical Support Engineer with nearly 2 years of experience delivering L1 technical support across applications, systems, and end-user environments. Skilled in troubleshooting hardware, software, networking, and basic cloud issues while meeting SLAs and ensuring high customer satisfaction.

Overview

years of professional experience

Work History

Technical Support

Lumina Datamatics

05.2024 - 08.2025

Provided L1 technical support for applications, desktops, and servers, resolving incidents within defined SLAs
Diagnosed and troubleshot hardware, software, and network-related issues, ensuring minimal downtime
Logged, tracked, and managed tickets using ITSM tools such as ServiceNow and Jira
Escalated complex issues to L3 engineering teams with proper documentation and impact analysis
Performed basic user access management, system checks, and application monitoring
Assisted in root cause analysis (RCA) and implemented preventive actions to reduce repeat incidents
Delivered clear communication to end users and stakeholders regarding issue status and resolution

Web development Intern

CloudLogic Technologies

01.2024 - 05.2024

Developed responsive web pages using HTML, CSS, and JavaScript
Assisted in building user-friendly UI components and improving website design
Worked with frontend frameworks (Bootstrap) for responsive layouts
Performed basic debugging and troubleshooting of web applications
Collaborated with team members to implement new features and enhancements
Ensured cross-browser compatibility and mobile responsiveness

Education

Bachelor of Arts - Economics

Bharathidasan Government College For Women

04.2001 -

Skills

Technical Support: L1 Support, Incident Management, Problem Management, SLA Monitoring

Operating Systems: Windows 10/11, Windows Server, Linux (Basic)

Networking: TCP/IP, DNS, DHCP, VPN, LAN/WAN basics

Documentation: SOPs, Knowledge Base (KB) articles, incident reports

Personal Info

Date of Birth: 07-05-2003
Nationality: Indian
Languages Known: Tamil, English
Hobbies: Browsing, Reading, Listening songs, Artwork

Timeline