TANVI AMRU
Chennai
Summary
Highly motivated and detail-oriented Technical Service Desk Analyst with 1.7 years of experience supporting global users in a 24/7 IT support environment. Skilled in troubleshooting hardware, software, applications, and basic network issues, while maintaining strong customer service and communication standards. Adept at ITIL/ITSM practices, incident documentation, SLA compliance, and ticket triaging. Flexible, adaptable, and committed to continuous learning and high-quality technical support.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Bahwan Cybertek
Chennai
02.2024 - 09.2025
- Responded to user support requests via phone, email, or Cuetrack system, adhering to defined SOPs and SLAs.
- Diagnosed and troubleshot hardware, software, application, and basic networking issues using remote tools.
- Logged interactions and documented troubleshooting steps accurately in incident management system.
- Triage and assigned unresolved issues to L2 teams with comprehensive documentation.
- Monitored pending tickets, proactively followed up, and ensured timely resolutions.
- Identified and escalated high-priority incidents requiring immediate intervention.
- Maintained updated knowledge of system changes, process improvements, and new tools.
- Managed Heroku deployments and environment performance.
- Troubleshot application and system issues to ensure high availability.
- Executed backup/DR procedures, and monitored ESB/Java systems.
- Automated deployment pipelines using Salesforce and Jenkins.
Education
Bachelor of Engineering - Electrical Engineering
Government College of Engineering
Nagpur05.2022
Skills
- Heroku admin
- MuleSoft admin
- ESB monitoring
- Power BI
- Technical Service Desk (L1/L2 Support)
- Incident management
- Customer service and communication
- Knowledge base and documentation
- Multitasking and SLA management
Certification
- Proficiency in Java Programming, Kanetkar's Institute of Computing and Information Technology, Nagpur, 02/22 - 04/22
- Diploma in Python, Atlanta Computer Institute, Nagpur, 01/22 - 02/22
- Diploma in C and C++, Atlanta Computer Institute, Nagpur, 07/21 - 08/21
- SailPoint Identity Security Leader Credential
Projects
Wireless Charging for Electric Vehicles
Languages
- English
- Hindi
- Marathi
Timeline
IT Service Desk Analyst
Bahwan Cybertek
02.2024 - 09.2025
Bachelor of Engineering - Electrical Engineering
Government College of Engineering