Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Vaishnavi N

Glassboro

Summary

IT Support Analyst with 1+ years of experience delivering first and second-level technical support across diverse enterprise environments. Skilled in troubleshooting hardware, software, and networking issues, while maintaining strong expertise in user account administration, mobile and telephony support, and system monitoring. Adept at resolving incidents efficiently, coordinating with internal teams and vendors, and ensuring minimal downtime for critical business systems. Experienced in managing ticketing systems, documenting technical solutions, and updating knowledge bases to streamline future support. Recognized for providing clear communication, high-quality customer service, and achieving first-touch resolution to enhance user satisfaction. Proactive in learning new technologies, adapting to changing business needs, and contributing to a collaborative IT culture.

Overview

3
3
years of professional experience
1
1
Certification

Work History

IT Support Analyst

Erie Insurance Group
08.2024 - Current
  • Provided onsite and remote technical support for 400+ employees across desktops, laptops, and mobile devices.
  • Troubleshoot and resolve issues with Windows 10/11, Office 365, Exchange, and VPN access.
  • Supported VOIP telephony systems and ensured reliable connectivity.
  • Managed user accounts and permissions in Active Directory.
  • Created and updated knowledge base articles to streamline issue resolution.
  • Consistently achieved first-call resolution for 80% of tickets, reducing escalations.
  • Coordinated with vendors and third-party service providers to resolve complex hardware/software issues.
  • Monitored system performance and escalated critical incidents to minimize downtime for business operations.
  • Assisted in security awareness by guiding employees on phishing prevention, password hygiene, and MFA setup.
  • Participated in IT team projects including system upgrades, patching schedules, and deployment of new endpoints.

Technical Support Associate

ENH iSecure
08.2022 - 12.2022
  • Delivered helpdesk and desktop support for internal users across multiple global business units.
  • Assisted in software rollouts, patching, and endpoint deployment using enterprise tools.
  • Monitored and maintained LAN/WAN connectivity and performed basic network troubleshooting.
  • Collaborated with IT teams on incident response for outages and major issues.
  • Documented and tracked incidents in ServiceNow, ensuring SLA compliance.
  • Provided training for end-users on security best practices and common IT tools.

Education

Master’s - Cybersecurity

Rowan University

Bachelor’s - Electronics and Computer Engineering

Sreenidhi Institute of Science and Technology

Skills

  • Operating Systems : Windows 10/11, macOS, Linux, Unix
  • Programming knowledge : Java (Expert), Python, Go
  • Productivity Tools : Microsoft Office 365, Exchange
  • User Management : Active Directory (Accounts, Permissions, Access)
  • Networking : TCP/IP, DHCP, DNS, LAN/WAN
  • Telephony & Mobile : VOIP, POTS, Mobile Device Support
  • Ticketing Systems : ServiceNow, Jira
  • Software Deployment : Endpoint Deployment, Patch Management
  • Documentation : Knowledge Base Creation, Incident Tracking

Certification

  • CompTIA Network+
  • Microsoft Certified: Modern Desktop Administrator Associate
  • ITIL Foundation

Timeline

IT Support Analyst

Erie Insurance Group
08.2024 - Current

Technical Support Associate

ENH iSecure
08.2022 - 12.2022

Bachelor’s - Electronics and Computer Engineering

Sreenidhi Institute of Science and Technology

Master’s - Cybersecurity

Rowan University

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