Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mark Melvin D'Souza

Cleveland

Summary

Master's in Computer Science student with a focus on software development, proficient in Python and JavaScript. Experienced in IT systems engineering and agile/Scrum methodologies, aiming to contribute to innovative software solutions at Google. Dedicated to enhancing technical and communication skills to provide impactful programming and design support by Summer 2026.

Overview

5
5
years of professional experience
1
1
Certification

Work History

ITSM ServiceNow Systems Engineer

Goodyear IT on behalf of Tata Consultancy Services Ltd.
Bangalore
06.2022 - 04.2024
  • Monitored and resolved technical incidents to restore client services promptly.
  • Reviewed client requests and technical incidents, applying process knowledge for resolution within SLA.
  • Provided second-line support for medium complexity incidents and requests across global regions.
  • Responded to escalated situations where L1 support failed to address software or hardware issues.
  • Collaborated with Desktop-side Engineering teams to report and resolve design problems and hardware constraints.
  • Maintained accurate ticket documentation with detailed resolution steps.
  • Partnered with automation teams to optimize efforts and automate routine tasks.
  • Audited incident tickets for quality assurance, recommending improvements through knowledge article updates.

Intern

DLithe Consultancy Services Pvt. Ltd.
06.2020 - 07.2020
  • Conducted credit card fraud detection by analyzing datasets using Python libraries.
  • Evaluated machine learning model for dataset classification, achieving 0.9976 accuracy with Isolation Forest.

Intern

Verzeo
08.2019 - 09.2019
  • Gained familiarity with Azure Cloud Services and PaaS offerings.
  • Deployed a virtual machine as a minor project to enhance skills.
  • Launched a WordPress website, achieving nearly 100 page conversions in 48 hours.

Education

Master of Science - Computer Science

Cleveland State University
Cleveland, OH
12-2026

B.E. - Computer Science and Engineering

NMAM Institute of Technology
08.2021

Pre-University - Science

Alva's Pre-University College
03.2017

Secondary School -

St. John the Baptist High School
03.2015

Skills

  • Incident management
  • Service level adherence
  • Technical troubleshooting
  • Client relationship management
  • Documentation practices
  • Effective communication
  • Problem resolution
  • Team collaboration
  • Knowledge sharing
  • Adaptable learning
  • Flexible and adaptable
  • Problem-solving
  • Attention to detail
  • Analytical and critical thinking
  • Written communication
  • Task prioritization

Certification

  • Web Programming Foundations, LinkedIn Learning
  • Learning Python, LinkedIn Learning
  • Programming Foundations: Fundamentals, LinkedIn Learning

Timeline

ITSM ServiceNow Systems Engineer

Goodyear IT on behalf of Tata Consultancy Services Ltd.
06.2022 - 04.2024

Intern

DLithe Consultancy Services Pvt. Ltd.
06.2020 - 07.2020

Intern

Verzeo
08.2019 - 09.2019

B.E. - Computer Science and Engineering

NMAM Institute of Technology

Pre-University - Science

Alva's Pre-University College

Secondary School -

St. John the Baptist High School

Master of Science - Computer Science

Cleveland State University

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