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Raveena Sonkusare

@raveenasonkusare

Service Desk Analyst at HCLTech resolving enterprise support tickets and deploying AWS applications with EC2 and CloudFormation.

India

Message

What I'm looking for

I'm targeting Service Desk L2, IT Support Engineer, or Cloud Support Associate roles, and I'm available for remote work, Nagpur or Mumbai hybrid work, and rotational shifts.

At HCLTech, I deliver L1/L2 technical support to enterprise end users, resolving incidents and service requests in ServiceNow within SLA. I troubleshoot Windows, Microsoft 365, user access, printers, and VPN connectivity.

I administer Active Directory and Microsoft Entra ID accounts, support MFA enrollment, and escalate complex issues with diagnostics for L3 and vendor teams. I also document fixes and contribute knowledge-base articles.

In self-directed AWS labs, I deployed a two-tier web application on EC2 in a custom VPC, then recreated the stack with CloudFormation and added CloudWatch alarms with SNS notifications. I also hosted a static website on S3 and hardened the account with IAM controls and MFA.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Analyst

Current

HCLTech

Aug 2022 - Present (4 years 3 months)

Deliver L1/L2 technical support, resolving approximately 20 incidents and service requests per day via phone, email, chat, and remote tools, logging and closing tickets in ServiceNow within SLA. Troubleshoot Windows 10/11, Microsoft 365, printers, and user-access issues, and administer Active Directory and Microsoft Entra ID.