Looking for a job

Mahima Rashmi

@mahimarashmi

Message

I resolve high-priority IT incidents and keep enterprise users connected across Windows, networks, and service desks.

Canada

Message

What I'm looking for

I'm looking for an IT support or systems administration role where I can resolve complex incidents, improve service delivery, support end users, and work with structured ITIL processes in a collaborative environment.

I'm currently resolving front-line and escalated service desk issues at Sutherland Global Services, supporting internet, VoIP, IPTV, and enterprise connectivity while meeting SLA and First Call Resolution targets.

Previously at DXC Technology, I managed 30+ high-priority incidents monthly through ServiceNow, supported Windows-based enterprise environments, and administered Active Directory access for users across multiple business units.

I've also supported VMware provisioning and maintenance, improved troubleshooting documentation for recurring incidents, and built an ITIL-aligned ticketing workflow simulation for healthcare-style ITSM processes.

Experience

Work history, roles, and key accomplishments

Current

Associate – IT Help Desk

Current

Sutherland Global Services

Jan 2025 - Present (1 year 8 months)

Respond to front line and escalated service desk requests for internet, VoIP, IPTV, and enterprise connectivity issues, consistently meeting SLA and First Call Resolution targets. Manage tickets through structured incident management processes and collaborate with field technicians and engineering teams.

Service Desk Support Incident Management ITIL BMC Remedy SLA Management hardware troubleshooting Network Troubleshooting VoIP IPTV Customer Support

Software Engineer (IT Support & Systems Administration)

DXC Technology

Jan 2022 - Apr 2024 (2 years 3 months)

Provided enterprise desktop and system support in a Windows-based environment for end users across multiple business units, including clients with healthcare-affiliated systems. Managed IT incidents using ServiceNow, resolving 30+ high-priority incidents monthly while meeting SLA requirements.