Raghul Gopinath

Spearheaded in-store marketing initiatives with a focus on promoting high-margin products such as vapes and nicotine pouches, driving a consistent increase in weekly sales through persuasive upselling strategies. Managed and grew the store’s Instagram presence through creative content, increasing local engagement and attracting new foot traffic through targeted visual storytelling and promotions.

Managed and maintained the company's servers, ensuring they operate at peak performance, and monitored server performance to implement proactive measures to prevent downtime. Handled high-priority cases (P1 and P2) efficiently, coordinating with teams to ensure prompt resolution, transparency, and minimal business impact.

Monitored and owned incidents, addressed user requests/issues, and handled other business processes such as Employee Onboarding. Utilized SQL-like operations for querying, updating, and managing data across tables, and created ServiceNow reports and dashboards to provide insights into ITSM metrics like SLA performance, incident trends, and task completion rates.

Troubleshot internet connectivity issues, including slow speed, Wi-Fi connectivity, and network connectivity issues, and was familiar with troubleshooting procedures for both Mac and Windows operating systems. Diagnosed and resolved connectivity issues in Cisco VPNs, modems, and routers while analyzing network traffic with Wireshark to identify and mitigate packet loss and performance bottlenecks,

Studied Computer Science, gaining foundational knowledge in the field. Developed skills relevant to IT infrastructure, operations, and server management.

Completed a Master’s degree in Advanced Computer Science, focusing on advanced topics in the field. Gained expertise in various areas of computer science, preparing for roles in IT support, operations, and infrastructure management.