Aarthi Kannaiah Paul Raj
@aarthipaulraj
Service Desk Analyst and Team Lead delivering enterprise IT support, SLA improvements, and identity/access solutions.
CanadaWhat I'm looking for
I’m an IT Support professional with 5+ years of experience supporting enterprise environments and leading service desk operations, known for improving SLA performance and translating complex technical issues into clear, user-friendly solutions. I’ve supported high-volume end-user needs, including resolving hardware, software, and Windows 11 migration challenges while maintaining strong customer satisfaction.
Most recently, I delivered enterprise Windows 11 migration and post-migration troubleshooting, enforced secure login practices, and assisted with MFA adoption. As a Service Desk Team Lead, I managed escalations, monitored SLA adherence, guided a team of IT analysts, and produced KPI reports to drive process efficiency. I’m especially strong in identity and access workflows—Active Directory, Microsoft Entra ID, Okta, and SailPoint—along with ITSM execution using ServiceNow (incident/request/SLA management) and remote support for fast, accurate issue resolution.
Experience
Work history, roles, and key accomplishments
Service Desk Analyst
Ontario Ministry of Public and Business Service Delivery
Apr 2025 - Jul 2025 (3 months)
Delivered high-volume end-user support for enterprise Windows 11 migration, resolving hardware, software, and OS issues while maintaining SLA performance. Enforced MFA and secure login practices, managed user accounts via Active Directory, and escalated potential Severity 1 incidents through ITSM incident management.
Service Desk Team Lead
Cognizant Technology Solutions Canada Inc
Dec 2023 - Feb 2025 (1 year 2 months)
Led service desk operations and IT analysts, managing escalations and improving SLA adherence across enterprise support environments using ITIL-based service management practices. Monitored SLA KPIs through service level reporting, drove process efficiency, and coordinated with other IT teams and business units to align support with organizational goals.
Service Desk Analyst
Cognizant Technology Solutions Canada Inc
Nov 2019 - Nov 2023 (4 years)
Provided frontline support, resolving 50+ daily user incidents involving hardware, OS, and application issues while maintaining SLA compliance. Managed identity and access workflows using Okta (MFA and login troubleshooting) and SailPoint (access requests/provisioning), while handling connectivity issues via VPN and remote desktop and documenting resolutions in ServiceNow.
Education
Degrees, certifications, and relevant coursework
George Brown College
Postgraduate Certificate, Network and System Security Analysis
Completed a Postgraduate Certificate in Network and System Security Analysis at George Brown College.
George Brown College
Advanced Diploma, Computer System Technician
Completed an Advanced Diploma in Computer System Technician at George Brown College.
Anna University
Bachelor of Engineering, Electronics and Communication Engineering
Earned a Bachelor of Engineering in Electronics and Communication Engineering from Anna University.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Social media
Job categories
Skills
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