MALAVIKA K
Chalakudy
Summary
Dynamic IT Support Specialist with a proven track record at Geodis, excelling in troubleshooting complex Cisco VPN issues and enhancing incident management through ServiceNow. I am also ITIL V4 certified, designed to enhance the knowledge and skills in IT service management. Adept at managing Active Directory and fostering client relations, I leverage strong problem-solving skills to deliver effective solutions, ensuring high customer satisfaction and seamless virtual desktop support. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Technical Support I
Geodis
Kakkanad
01.2025 - Current
- As an IT Support Specialist, I have extensive experience troubleshooting and resolving complex technical issues related to Cisco VPN connectivity, ensuring secure and stable remote connections for users.
- I have worked closely with cross-functional teams to integrate ServiceNow for efficient incident management and tracking of IT service requests.
- ITIL V4 certified, ITIL V4 certification provides a solid understanding of IT service management best practices. This equips professionals with the tools to improve service delivery and efficiency in their organizations.
- My expertise includes managing Active Directory for user authentication and group policy enforcement, as well as providing comprehensive support for Microsoft 365 applications, including troubleshooting cloud-based environments.
- Additionally, I have supported Citrix Workspace for virtual desktop infrastructure, enabling seamless remote access to applications.
- I have also been involved in troubleshooting and supporting Warehouse Management Systems (WMS) and Logistics Management software, ensuring optimal performance of critical systems.
- Throughout my career, I have excelled at problem-solving and identifying root causes of issues to implement sustainable solutions.
- My strong communication skills have helped me build and maintain effective client relationships, ensuring high customer satisfaction through timely and effective resolution of technical problems.
Education
BTech - Computer Science and Engineering
Federal Institute Of Science and Technology
Kerala06.2024
Higher Secondary Education -
Carmel HSS Chalakudy
Kerala05.2020
SSLC -
Carmel HSS Chalakudy
Kerala05.2018
Skills
- Troubleshooting
- Problem solving
- ITIL framework
- Ticket management
- Incident management
- Effective communication
- Customer support
- Troubleshooting methods
- Process improvements
- Technical communication
- Multitasking
- Team player
- Excellent time management skills
- Conflict management
- Public speaking
- Client relations
- Problem Solving
- Active Directory
- Virtual desktop support
- Technical documentation
- Team collaboration
Disclaimer
I hereby declare that all the information given above is true to best of my knowledge and belief.
Certification
- ITIL V4 Certified. This certificate provides professionals with a holistic view of modern IT service management (ITSM), helps organizations streamline processes, improve efficiency, and align IT with business goals, and significantly enhances career prospects and earning potential It demonstrates a commitment to industry best practices, enables integration with Agile and DevOps, and increases professional credibility in a rapidly evolving digital landscape
Accomplishments
Awarded as Miss Mpower for an
Exceptional performance at the power
Communication workshop conducted by FISAT, Angamaly
During April 2023
Languages
Malayalam
First Language
English
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1
Tamil
Elementary (A2)
A2
Timeline
Technical Support I
Geodis
01.2025 - Current
BTech - Computer Science and Engineering
Federal Institute Of Science and Technology
Higher Secondary Education -
Carmel HSS Chalakudy
SSLC -
Carmel HSS Chalakudy
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