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Rajalakshmi Swaminathan

@rajalakshmiswaminath

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IT Support Engineer at Apple Inc. who resolved 40+ weekly tickets while maintaining 98%+ SLA compliance.

United States

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At Apple Inc., I managed the end-to-end incident lifecycle with ServiceNow, Jira, and Apple Radar, resolving 40+ Tier 2/3 tickets weekly while maintaining 98%+ SLA compliance.

I supported macOS and Windows users with desktop and application issues, and led Pulsar integration for educational institutions and Project Spin onboarding APAC countries into Apple's Finance application (Lorax).

At NumReceipt Inc., I served as the technical liaison between business stakeholders and engineering teams. I executed UAT scripts and documented systems, helping reduce recurring end-user support inquiries by 25%.

Earlier, at Scape Velocity, I supported enterprise web applications and resolved Oracle database issues. I'm currently pursuing ITIL 4 Foundation and Data Analytics certifications, and volunteering to provide Tier 1/2 desktop IT support.

Experience

Work history, roles, and key accomplishments

Onsite Coordinator / Technical Support Specialist

Apple Inc.

Oct 2020 - Mar 2023 (2 years 5 months)

Led integration of Pulsar for educational institutions and Project Spin onboarding APAC countries into Apple's Finance application (Lorax). Managed end-to-end incident lifecycle using ServiceNow, Jira, and Apple Radar, resolving 40+ Tier 2/3 tickets weekly while maintaining 98%+ SLA compliance.

ServiceNow Jira Apple Radar SQL Splunk MacOS Windows VPN UAT Incident Management SLA Management

Project Coordinator & Technical Analyst

NumReceipt Inc.

Oct 2017 - Oct 2020 (3 years)

Served as primary technical liaison between 100+ business stakeholders and engineering teams, translating end-user issues into functional requirements. Executed UAT scripts, tracked post-deployment bug resolutions, and wrote system documentation to reduce recurring end-user support inquiries by 25%.

UAT SQL Technical Documentation Stakeholder Management Requirements Analysis Bug Tracking

Software Engineer

Scape Velocity

Jan 2003 - Oct 2008 (5 years 9 months)

Delivered backend application support, maintaining enterprise web applications and resolving 30+ Oracle database issues per month. Wrote complex SQL queries to analyze data discrepancies and supported system updates across WebLogic and Tomcat app servers.

Oracle SQL Web Logic Tomcat Backend Support Troubleshooting