Vishal Perla
Santa Cruz,CA
Summary
IT professional and computer science candidate at UC Santa Cruz with expertise in help desk support and full-stack web development. Demonstrated success in troubleshooting hardware, software, and network issues, significantly reducing mean time to resolution. Developed and maintained a responsive React/HTML website for a suicide prevention nonprofit, benefiting over 2,000 users while ensuring data security. Experienced in incident management, knowledge base creation, and Agile methodologies, effectively collaborating with cross-functional teams to deliver user-centric solutions.
Overview
2
2
years of professional experience
Work History
Help Desk Technician
University Of California, Santa Cruz
Santa Cruz, CA
08.2024 - Current
- Delivered first-level technical support (50+ tickets per day) for students, faculty, and staff—troubleshooting Windows/Mac hardware, software installations, network connectivity, and peripheral devices (in person, email, ServiceNow, and phone).
- Diagnosed and remediated three major incident outages impacting up to 2,000 users each and coordinate cross-functional response teams to restore full service within a 60-minute window.
- Curated and expanded the ITS knowledge base with 150+ technical guides on hardware diagnostics, software deployment, and security best practices, empowering student staff, and cutting repetitive inquiries by 40%.
- Onboarded and trained new student assistants on help desk software, ticket-triage best practices, and customer-service standards.
Web Developer
Sneha suicide prevention center - Chennai,India
04.2023 - 02.2024
- Built and maintained a responsive, accessible website using HTML, CSS, JavaScript, and React to deliver critical support resources.
- Collaborated with counselors, designers, and content strategists to develop crisis-support features aimed at saving the lives of individuals in mental health emergencies.
- Helped reach out to over 2,000 underprivileged individuals in India who lacked access to mental health resources and awareness
- Participated in agile workflows: sprint planning, code reviews, and pair programming to keep the team aligned and moving forward.
Education
Bachelor of Science (B.S.) - Computer Science
University of California-Santa Cruz
Santa Cruz, CA, US06-2027
Skills
- IT project coordination
- Incident management
- Analytical skills
- Team collaboration
- Strong programming skills
- Problem-solving abilities
- Organizational skills
- Web development
- Network troubleshooting
- Effective communication
- User interface design
Personal Information
Citizenship: U.S citizen
Timeline
Help Desk Technician
University Of California, Santa Cruz
08.2024 - Current
Web Developer
Sneha suicide prevention center - Chennai,India
04.2023 - 02.2024
Bachelor of Science (B.S.) - Computer Science
University of California-Santa Cruz
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