Deepthi Bekal
SCRUM MASTER
Bangalore,Karnataka
Summary
Senior IT Support Specialist (Acting Lead) supporting Google Workspace users across email, Drive, Meet, and collaboration tools. Coordinates incident prioritization, escalation handling, and stakeholder updates while keeping ServiceNow tickets moving through SLA timelines. Mentors junior team members and reinforces consistent support practices across hardware, software, and remote collaboration issues.
Overview
3
3
Languages
1
1
Certification
8
8
years of professional experience
Work History
Senior IT Support Specialist (Acting Lead)
Infosys
09.2022 - 11.2024
- Coordinated technical support activities for Google Workspace users, enhancing user experience across email, Drive, Meet, and collaboration tools.
- Managed support tickets and prioritized incidents based on impact and urgency, with clear stakeholder updates.
- Handled escalations and troubleshooting across hardware and software platforms, resolving issues promptly through ticketing systems, phone, and email.
- Mentored junior team members on technical procedures and support processes to improve team capability and consistency.
- Mentored junior team members on technical procedures and support processes, increasing team capability and ensuring consistent support delivery.
- Sep 2022 – Nov 2024
Senior IT Support Specialist (L3)
Cognizant Technology Solutions
08.2018 - 06.2022
- Managed incident and service-request tickets in ServiceNow, ensuring timely updates and adherence to SLA timelines.
- Investigated and diagnosed hardware and software issues, coordinating effective resolutions through established processes.
- Worked with users and cross-functional support teams through email, phone and Microsoft Teams.
- Reviewed support calls, delivering constructive feedback to enhance service quality and strengthen team performance.
- Promoted best practices and consistent support approaches across the team.
- Aug 2018 – Jun 2022
IT Support Specialist
Envoy Mortgage
05.2017 - 11.2017
- Supported users via email, phone, and Microsoft Teams, resolving technical queries and escalating complex issues to ensure timely resolution.
- Managed incident and service-request tickets in ServiceNow, ensuring accurate documentation and timely updates to enhance user experience.
- Monitored support tickets and applied service communication best practices to maintain clear and effective user interactions.
- May 2017 – Nov 2017
Education
B.E. - Electronics & Communication Engineering, VTU Belgaum
Sahyadri College of Engineering and Management
Adyar, MangalorePre-University - Science (PCME)
St. Agnes College
MangaloreSecondary Education - undefined
St. Gerosa High School
MangaloreSkills
Jira & ServiceNow
Google Workspace
Microsoft Teams
Documentation & Knowledge Management
Technical Troubleshooting
Agile ceremony facilitation
Sprint planning
Backlog prioritization
Stakeholder management
Team coaching
Scrum metrics
Incident & service request management
SLA tracking
Escalation management
Cross-functional coordination
Continuous improvement
Certification
Scrum master from Scrum Alliance
Timeline
Senior IT Support Specialist (Acting Lead)
Infosys
09.2022 - 11.2024
Senior IT Support Specialist (L3)
Cognizant Technology Solutions
08.2018 - 06.2022
IT Support Specialist
Envoy Mortgage
05.2017 - 11.2017
Secondary Education - undefined
St. Gerosa High School
Pre-University - Science (PCME)
St. Agnes College
B.E. - Electronics & Communication Engineering, VTU Belgaum
Sahyadri College of Engineering and Management
CAREER TARGET
Scrum Master | Agile Delivery / Team Coordination | IT Service Delivery