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keerthana User

@keerthanauser8

IT Support Associate at Accenture, resolving enterprise application incidents and coordinating support across global teams.

Oman

Message

At Accenture, I support enterprise clients with application issues, triage incidents, and coordinate with technical teams to drive timely resolution within defined SLAs. I also document recurring issues and contribute to root cause analysis and service improvement.

At UST and TCS, I supported enterprise IT operations, tracked incident workflows, and contributed to SLA adherence and operational reporting. I recently completed a Post Graduate Certificate in Business Analytics and Project Management at Conestoga College, where I studied project scheduling, Gantt charts, and Microsoft Project.

Experience

Work history, roles, and key accomplishments

Current

IT Support Associate

Current

Accenture

Jan 2026 - Present (9 months)

Provide technical support to enterprise clients, troubleshooting application issues and guiding users toward effective resolutions within defined SLAs. Manage and triage support requests, assess business impact, prioritize incidents, and coordinate with relevant technical teams to drive timely resolution.

Incident Management SLA Tracking Troubleshooting Case Management Documentation Root Cause Analysis Escalation Management Communication Skills

Sales Specialist

Rogers

Sep 2025 - Jan 2026 (4 months)

Managed multiple customer requests while coordinating with internal teams to resolve account and service-related issues. Ensured timely resolution of escalations by tracking case progress and following structured workflows.

Customer Support Account Management Escalation Management Case Tracking Reporting Multitasking Communication Skills

Associate – IT Support

UST

Feb 2022 - Aug 2023 (1 year 6 months)

Supported enterprise IT operations by managing high-volume incident queues and ensuring SLA adherence. Tracked incident lifecycle from logging to resolution, coordinating with multiple technical teams for timely closure.

Incident Management SLA Tracking Root Cause Analysis Problem Management Documentation Dashboarding Microsoft 365 User Access Management Ticketing Workflow

Systems Engineer

TCS

Feb 2016 - Jun 2018 (2 years 4 months)

Managed and tracked incident workflows across enterprise systems ensuring timely resolution and SLA compliance. Coordinated with cross-functional teams to resolve technical issues and ensure service continuity.

Incident Management SLA Tracking Cross functional Coordination Reporting Documentation Troubleshooting Escalation Management

Education

Degrees, certifications, and relevant coursework

Conestoga College

Post Graduate Certificate, Business Analytics and Project Management

2023 - 2025

Post Graduate Certificate in Business Analytics and Project Management, covering project lifecycle, scheduling, resource planning, risk management, Gantt charts, and MS Project.