Pavitra Aritas Raghunath Sharma
Boston,Massachusetts
Summary
Technically adept and detail-oriented professional with experience in resolving complex IT issues and enhancing operational efficiency. Proficient in troubleshooting hardware and software for diverse platforms, including PCs and Macs, and streamlining service desk operations. Known for effective communication, independent problem-solving, and a proactive approach to learning new technologies. With a strong foundation in systems engineering and customer support, I excel in delivering tailored technical solutions while fostering positive user experiences.
Overview
6
6
years of professional experience
Work History
Senior Systems Engineer
Infosys Ltd.
Bangalore, Karnataka
05.2021 - 11.2023
- Delivered top-tier technical support, diagnosing and troubleshooting hardware/software issues for global clients.
- Monitored, responded to, and triaged support tickets to ensure prompt and effective resolutions during high-priority requests.
- Diagnosed and resolved software and browser issues on user's devices, ensuring optimal performance and user satisfaction.
- Collaborated with cross-functional teams to streamline processes using Gitfor version control and collaboration, resulting in a 40% efficiency improvement.
Program Coordinator
KS School of Engineering and Management
Bangalore, KA
01.2020 - 08.2025
- Provided administrative and technical support for student and faculty programs, ensuring smooth operations.
- Recruited and trained volunteers for campus IT initiatives, fostering a collaborative and supportive environment.
- Created marketing content and maintained records to optimize event planning and execution.
Education
Master of Science - Information Technology
University of Massachusetts Boston
Boston, MA12-2025
Bachelor of Science - Electronics And Communication Engineering
KS School of Engineering And Management
Bengaluru08-2020
Skills
- Technical Support & Troubleshooting: Proficient in assisting and resolving technical issues for PCs, Macs, MS Office, internet browsers, and related applications
- Customer Service: Experienced in providing first-point-of-contact support via walk-ins, calls, emails, and chats with a focus on user satisfaction
- Service Desk Operations: Knowledge of ticketing systems for monitoring, responding, and escalating IT-related service desk tickets
- Communication & Problem-Solving: Effective in diagnosing and resolving technical issues with clear communication and independent judgment
- Learning & Adaptability: Quick to learn new tools and troubleshoot skills, ensuring continuous improvement in providing technical assistance
Extracurricular
- Student Program Assistant: Assisted ODSC East Conference attendees with technical setups and issue resolutions also coordinated with attendees, and supported speakers and staff to ensure smooth event execution.
- Hackathon Lead: Led a team in developing a winning project fostering teamwork, and meeting deadlines under competitive conditions.
- Community Organizer: Coordinated outreach and support for new contributors in open-source projects, managing communication channels and hosting onboarding sessions with technical support.
Timeline
Senior Systems Engineer
Infosys Ltd.
05.2021 - 11.2023
Program Coordinator
KS School of Engineering and Management
01.2020 - 08.2025
Master of Science - Information Technology
University of Massachusetts Boston
Bachelor of Science - Electronics And Communication Engineering
KS School of Engineering And Management
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