Sithika Ashraf Ali
IT Support Specialist
Bangalore, India ,KA
Overview
4
4
years of professional experience
7
7
Certificates
3
3
Languages
3
3
years of post-secondary education
Work History
IT Support Specialist
Booking Holdings
05.2023 - 11.2025
- Provided advanced troubleshooting and support for incidents and service requests within ServiceNow as per
the ITIL framework. Exceeded key performance indicators (KPIs) and maintained a perfect 100% CSAT score by creating detailed knowledge base (KB) articles that improved efficiency and reduced future ticket volume, all while preventing SLA breaches. - Administered user and group lifecycles, including provisioning, de-provisioning, and access control for over 600+ users using Entra ID.
- Provided global remote support to APAC and EMEA regions via BeyondTrust Remote Support, Slack and Zoom.
- Administered and supported a range of cloud-based services, including Microsoft 365 and Google Workspace. Managed user accounts, license provisioning, and provided troubleshooting for Outlook,Exchange Online, and Gmail.
- Resolved complex AV issues involving Cisco tablets, monitors, codecs, receivers, and network AV switches,often by collaborating directly with vendors for advanced troubleshooting and solutions.
- Resolved issues related to WIFI, VPN, and LAN and, during outages, escalated critical issues related to server, firewall, Cisco switches, and Aruba access points as major incidents and problems, providing end-to- end support until the root cause was identified and resolved.
- Managed enrollment and troubleshooting for Windows, Mac, and MDM using Intune and Jamf.
- Managed end-to-end IT lifecycle for new hires and exiting employees, handling onboarding and offboarding procedures, including laptop enrollment, Okta SSO setup, and comprehensive application and system configuration.
- Configured and troubleshot printers by establishing IP connections and installing drivers.
- Led and managed projects to meet specified requirements, including document creation, meticulous planning, requirement collection, team leadership, and collaboration with cross functional teams to ensure successful project accomplishment.
- Oversaw asset management by implementing and maintaining a centralized inventory system for device
tracking, deployment, and auditing.
Technical Support Engineer
VDart Inc
12.2021 - 04.2023
- Maintained a high level of performance within the Freshworks ticketing system, resolving tickets efficiently
and effectively to consistently meet or exceed SLA targets and prevent breaches. - Monitored and troubleshot network connectivity for servers and IP-based devices to ensure uptime for company and branch websites and CCTV systems.Infra: Monitoring and maintaining the infra.
- Managed the installation and configuration of operating systems on Windows and Mac laptops for new hire onboarding, and provided troubleshooting support.
- GSuite: Creating IDs in Zoom and Gmail for new users and updating changes to meet their needs.
Active Directory: profile creation and updating, password changes, group policy. - Monitored network security and traffic using SonicWall and Sophos firewall dashboards.
- Managed and troubleshot network infrastructure, including LAN connectivity, DHCP , and IP addressing.
- Utilized SSH for secure remote access and performed regular system patching to ensure network stability and security.
- Utilized Zabbix to monitor server health and performance, while managing data backups with both Windows Server Backup and Veeam to ensure business continuity and prevent data loss.
Education
Bachelor of Science - Information Technology
Jamal Mohamed College
07.2017 - 05.2020
Skills
Network troubleshooting - VPN, IP, DHCP, LAN, WAN, FTP, SSH, DNS
AV Support
Active Directory
ServiceNow
Microsoft Azure
AWS EC2
Cisco devices - Switches, Routers, Tablets, Cisco codecs
Intune
Jamf
Jira
Okta
HyperV
GSuite
Remote Support
VDI
Hardware troubleshooting
Configuration
Office365
Appspace
Network Monitoring
Windows Server
Python
PowerShell
Bash
MySQL
Entra ID
VMvare
Certification
C, C++, Python with Data Science - NIIT
Accomplishments
- Received Rising Star Award for outstanding performance and contributions to the team - VDart Inc
- Earned Customer Champion Award for exceptional customer service skills and innovative approach to improving user experiences - Booking Holdings
Languages
English
Tamil
Malayalam
Arabic
Projects
Annual Power Shutdown:
Role: Project Manager
- Led and successfully executed the annual power shutdown project, ensuring the seamless shutdown and startup of critical systems, including AV systems.
- This high-stakes project achieved minimal downtime and zero data loss, showcasing my ability to manage complex technical undertakings.
- Utilized technologies such as: AV systems, IT systems (servers, network infrastructure), and power management systems.
ServiceNow SOW Implementation - Process Optimization & User Acceptance Testing (UAT):
Role: Project Analyst
- Participated in the ServiceNow SOW platform rollout, with a focus on validating processes and ensuring user
- Utilized technologies such as: ServiceNow (SOW module), Agent workspace.
Interests
Technical articles
Documentation and reports
Troubleshooting
Training
Summary
Highly effective IT Support Specialist with 4 years of experience, consistently delivering high-quality technical support across diverse environments. Proficient in troubleshooting, managing ticketing systems, and providing essential network and cloud infrastructure support. Skilled in project coordination and execution, ensuring timely
and efficient task completion. A rapid learner with a strong track record, honored with performance excellence awards. ITIL-certified.
Timeline
IT Support Specialist
Booking Holdings
05.2023 - 11.2025
Technical Support Engineer
VDart Inc
12.2021 - 04.2023
Bachelor of Science - Information Technology
Jamal Mohamed College
07.2017 - 05.2020