RJRamya Janardhan
@ramyajanardhan
Results-driven technical support specialist with extensive IT experience.
CanadaWhat I'm looking for
I am a results-driven support specialist with nearly six years of experience in technical support, field troubleshooting, and customer engagement across various IT systems, hardware devices, and network environments. My proven success in resolving hardware-software connectivity issues and guiding users through installations has allowed me to maintain high service quality in SLA-driven environments. I am adept at providing both remote and in-person support, and I am passionate about solving problems through technology.
Throughout my career, I have worked with leading organizations such as Accenture and Convergys, where I delivered L1/L2 technical support for global users, resolving complex hardware, software, and network issues in a 24x7 enterprise environment. I have led critical outage bridges, coordinated service restorations, and maintained knowledge base articles to standardize IT support. My strong customer service and communication skills have enabled me to effectively handle technical escalations and ensure high-quality support for thousands of users.
Experience
Work history, roles, and key accomplishments
IT Operations Analyst / Incident Manager
Accenture Services Pvt. Ltd
Dec 2017 - Present (7 years 6 months)
Delivered L1/L2 technical support for global users, resolving hardware/software/network issues in a 24x7 enterprise environment. Coordinated service restorations, created trend reports, and enforced SLA compliance.
Service Desk Analyst / Incident Manager
Accenture Services Pvt. Ltd
Apr 2017 - Present (8 years 2 months)
Acted as the first point of contact for end-user IT support for 4000+ users globally. Resolved technical issues with desktops, laptops, network drives, printers, and email access using remote tools.
Technical Support Representative
Convergys
Sep 2015 - Present (9 years 9 months)
Provided Level 1 support for Windows OS and MS Office Suite installation, activation, and troubleshooting. Diagnosed issues with Outlook, Excel, and OS-level performance problems.
Technical Support Representative
Hinduja Global Solutions
Jun 2014 - Present (11 years)
Performed L2 network troubleshooting for DSL, routers, and switches, resolving interface-level errors. Collaborated with NOC teams to maintain high uptime and proactive diagnostics using DSLAM tools.
Education
Degrees, certifications, and relevant coursework
MS Ramaiah Composite PU College
High School Diploma, General Studies
Received a High School Diploma. Completed secondary education.
MS Ramaiah Vidyanikethan
High School Diploma, General Studies
Received a High School Diploma. Completed secondary education.
Conestoga College Institute of Technology and Advanced Learning
Graduate Certificate, Supply Chain Management - Global
Completed a Graduate Certificate in Supply Chain Management - Global. Focused on global supply chain strategies and logistics.
Conestoga College Institute of Technology and Advanced Learning
Graduate Certificate, Project Management
Obtained a Graduate Certificate in Project Management. Studied project planning, execution, and monitoring techniques.
Seshadripuram First Grade College
Bachelor of Science, Computer Science
Earned a Bachelor of Science degree in Computer Science. Gained foundational knowledge in computer systems and programming.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Skills
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