YASASWINI K
Centerton,AR
Summary
Skilled IT Support Specialist with expertise in delivering technical support for end users and managing Windows systems, business applications, and network connectivity. Proficient in troubleshooting issues, handling service requests, supporting user onboarding and offboarding, and documenting resolutions for efficient team collaboration.
Overview
5
5
years of professional experience
Work History
IT SUPPORT ANALYST
Supplypike
08.2026 - Current
- Provide Tier 1 and Tier 2 technical support for Windows workstations, business applications, Microsoft 365, and end-user devices.
- Troubleshoot hardware, software, application, account-access, VPN, Wi-Fi, and connectivity issues.
- Support Active Directory and Microsoft Entra ID activities including password resets, account unlocks, and user-access requests.
- Managed incidents and service requests through ticketing system, ensuring adherence to SLA requirements.
- Assisted users with Outlook, Teams, OneDrive, SharePoint, and other Microsoft 365 applications to enhance user experience.
- Perform workstation configuration, software installation, peripheral setup, and basic device troubleshooting.
- Investigated recurring technical issues and documented solutions for future reference, improving support efficiency.
- Coordinate with network, infrastructure, security, and application teams on escalated incidents.
IT SUPPORT SPECIALIST
ArcBest
02.2024 - 05.2026
- Provide Tier 1 and Tier 2 technical support for Windows workstations, laptops, mobile devices, printers, and logistics business applications.
- Troubleshoot user issues involving Microsoft 365, Outlook, Teams, VPN, Wi-Fi, network connectivity, and enterprise applications.
- Support Active Directory and Microsoft Entra ID activities, including password resets, account unlocks, access requests, and user administration.
- Troubleshoot connectivity and application issues affecting users working across transportation, logistics, warehouse, and corporate environments.
- Support business applications used for shipment, dispatch, tracking, scheduling, and operational workflows by investigating application and access issues.
- Create, update, prioritize, and resolve incidents and service requests while meeting established SLA requirements.
- Configure and troubleshoot workstations, scanners, printers, monitors, docking stations, and other end-user equipment.
- Assist with onboarding and offboarding by preparing equipment, installing required applications, configuring accounts, and validating user access.
- Coordinate with network, infrastructure, application, and security teams to resolve escalated technical issues.
- Maintain detailed ticket documentation and communicate troubleshooting progress and resolutions to end users.
- Identify recurring incidents and document known solutions to improve future troubleshooting and reduce repeat requests.
IT SUPPORT ANALYST
Cybage
08.2021 - 07.2022
- Supported employees with day-to-day technical issues involving Windows systems, corporate applications, development tools, and end-user computing environments.
- Supported Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, Word, and Excel.
- Facilitated installation, configuration, updates, and troubleshooting of desktop applications using Microsoft Endpoint Configuration Manager (SCCM/MECM) to ensure optimal software performance.
- Provided support for Microsoft 365 applications, ensuring user access and functionality., including Outlook, Teams, OneDrive, SharePoint, Word, and Excel.
- Investigated application failures, software conflicts, browser issues, system errors, and workstation performance problems using Windows Event Viewer, Task Manager, and Control Panel.
- Monitored service-desk queues and analyzed ticket trends using ServiceNow reporting to identify recurring technical issues.
- Used BeyondTrust Remote Support and Remote Desktop (RDP) to diagnose workstation issues and provide remote assistance.
- Managed requests for shared drives, network resources, printers, application access, and corporate services through ServiceNow.
- Monitored service-desk queues and analyzed ticket trends with ServiceNow reporting to proactively address recurring technical issues and improve resolution processes.
- Assisted IT administrators with software license tracking, device inventory, and IT asset records using ServiceNow Asset Management.
- Developed and updated technical documentation and knowledge articles using Confluence to enhance team knowledge and streamline support processes.
- Escalated infrastructure, security, and application issues with detailed troubleshooting information and supporting documentation.
Education
Master's Degree - Informatics
University of Louisiana At Lafayette
Lafayette, LA12-2023
Bachelor's Degree - Computer Science
JNTUH
India05-2021
Skills
Operating Systems: Windows 10/11, Windows Server, Windows Desktop Support
Microsoft Technologies: Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Microsoft Office, Active Directory, Microsoft Intune, SCCM/MECM
IT Support: Level 1/Level 2 Support, Help Desk Support, Desktop Support, Application Support, Remote Support, Incident Resolution, Software Installation, System Configuration, User Account Support
ITSM & Ticketing: ServiceNow, Jira, Incident Management, Service Request Management, SLA Management, Ticket Prioritization, Escalation Management
Remote Support: BeyondTrust Remote Support, Remote Desktop (RDP)
Troubleshooting: Windows Event Viewer, Task Manager, Control Panel, Command Prompt, PowerShell, Application Troubleshooting, System Performance Troubleshooting
Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi, Internet Connectivity, Basic Network Troubleshooting
Endpoint & Asset Management: Microsoft Intune, SCCM/MECM, Software Deployment, Windows Patching, Device Configuration, IT Asset Management, Hardware Troubleshooting
Hardware: Desktops, Laptops, Printers, Scanners, Monitors, Docking Stations, Mobile Devices, Peripherals
Documentation & Collaboration: Confluence, Microsoft Teams, Microsoft Outlook, Knowledge Base Management, Technical Documentation
Timeline
IT SUPPORT ANALYST
Supplypike
08.2026 - Current
IT SUPPORT SPECIALIST
ArcBest
02.2024 - 05.2026
IT SUPPORT ANALYST
Cybage
08.2021 - 07.2022
Master's Degree - Informatics
University of Louisiana At Lafayette
Bachelor's Degree - Computer Science
JNTUH