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Deepa User

@deepauser2

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IT support analyst specializing in L2 troubleshooting, endpoint management, and ITIL-compliant SLA resolution.

Zimbabwe

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What I'm looking for

I’m looking for an IT support role where I can own L2 incidents end-to-end, improve SLA performance using ITIL/ITSM, strengthen endpoint and access management, and drive automation and knowledge sharing in a service-focused team.

I’m an IT Analyst and former Technical Lead delivering L2 support across corporate environments with 8+ years of experience. I resolve complex incidents for end-user computing and enterprise applications (Windows/macOS, Microsoft 365, Intune), focusing on SLA compliance, first-time resolution, and clear root-cause analysis.

I’ve led a team of 15 across AMS and SAP L1.5 support, handling 17,000–20,000 incidents monthly while driving process improvements through ITIL Incident/Problem Management, proactive queue management, and structured knowledge sharing. I also manage endpoint/asset lifecycles (SCCM, Intune, Certero), support security needs like BitLocker recovery and MFA, and continuously improve operations through SOPs, monthly scorecards, and automation opportunities.

Experience

Work history, roles, and key accomplishments

IT Analyst

Tata Consultancy Services

Jan 2024 - Jan 2026 (2 years)

Delivered L2 support for end-user computing and enterprise applications across Windows/macOS, Microsoft 365, and Intune, resolving complex incidents within SLA and improving first-time resolution. Managed incident and change requests in ITSM tools, performed RCA and ticket monitoring, and reduced backlog through proactive queue management.

L2 Support ITSM Incident Management Microsoft 365 Microsoft Intune Active Directory Root Cause Analysis

Technical Lead

Cognizant Technology Solutions

Jan 2017 - Jan 2024 (7 years)

Led a team of 15 members supporting AMS and SAP L1.5, managing 17,000 to 20,000 incidents monthly while improving SLA compliance and resolution time. Owned L2 escalation, endpoint/asset management (Certero, SCCM/Intune), ITIL Incident/Problem processes, and DR/LCM updates, driving higher CSAT through knowledge sharing, SOPs, and process improvements.

L1.5 L2 Support SCCM Microsoft Intune Active Directory