SWETHA P A
Chennai
Summary
IT Support Professional with over 3 years of experience in end-user support and technical issue resolution. Skilled in Microsoft 365, Active Directory, VPN/MFA support, and incident management within SLA-driven environments. Expertise in user access management, application installations, and software licensing. Available immediately and open to relocation.
Overview
3
3
years of professional experience
Work History
IT Support Engineer
Flextronics Technologies India Pvt Ltd
Chennai
04.2025 - 08.2026
- Provide enterprise L1 technical support for global users and collaborate with L2/L3 teams to resolve complex technical incidents.
- Supported Microsoft 365 and Windows end users in resolving application, login, and connectivity-related issues, ensuring minimal downtime.
- Troubleshoot Active Directory issues including password resets, account unlocks and access permissions.
- Assisted users with VPN connectivity issues through configuration and troubleshooting, escalating unresolved concerns to network/infrastructure teams for prompt resolution.
- Manage and prioritize IT incidents and service requests based on urgency, impact and SLA requirements.
- Monitor GMC alerts/incidents based on P1/P2 priority, promptly notifying the concerned support teams and Incident Management team within SLA.
- Collaborate with infrastructure and network teams to escalate and resolve complex incidents while maintaining service continuity.
- Support global users across multiple regions and time zones, ensuring timely incident resolution and accurate ticket documentation.
- Support the installation, configuration and upgrade of enterprise applications, including OneStream and other business applications.
Technical Support Associate
Sutherland Global Services
Chennai
09.2023 - 04.2025
- Provided technical support for global users including troubleshooting system, application and connectivity issues.
- Diagnosed technical problems and provided step-by-step troubleshooting and resolution to end users.
- Delivered remote support while effectively guiding end users through technical troubleshooting processes.
- Resolved login, account access, and system configuration issues for users, enhancing their overall experience.
- Worked with cross-functional teams to escalate and resolve complex technical issues.
- Documented incidents accurately, detailing troubleshooting steps and resolutions to ensure knowledge sharing and process improvement.
Education
MBA - Business Management - HR/Industrial Relations
Indian School of Science And Management
Chennai01-2021
BBA - Management
Annai Veilankanni's College For Women
India01-2019
Skills
- Microsoft 365 Support
- Windows OS Support & Troubleshooting
- Active Directory (AD)
- VPN configuration
- MFA & Authentication Support
- Remote support
- Incident management
- Ticket management
- Incident documentation
- Remote assistance
- Enterprise Application Installation & Upgrades
- Password management
- Access provisioning
- Software licensing
- Account management
- Incident escalation
Accomplishments
- Resolved 100+ technical incidents monthly while maintaining service quality.
- Supported global users across multiple regions and time zones.
- Monitored and escalated P1/P2 incidents with SLA to appropriate support and incident management teams.
- Contributed to timely incident resolution through effective troubleshooting and escalation.
- Maintained accurate incident documentation and supported efficient service delivery.
Personal Information
- Nationality: Indian
- Passport: Available
- Visa Status: India - Employment Visa Required
- Current Location: Chennai, India
- Availability: Immediate
- Relocation: Willing to relocate
- Languages: English & Tamil
Timeline
IT Support Engineer
Flextronics Technologies India Pvt Ltd
04.2025 - 08.2026
Technical Support Associate
Sutherland Global Services
09.2023 - 04.2025
MBA - Business Management - HR/Industrial Relations
Indian School of Science And Management
BBA - Management
Annai Veilankanni's College For Women