Open to opportunities

Reshma Thayappagowda

@reshmathayappagowda

Message

I deliver Level 1 IT support, resolving Microsoft 365, access, hardware, and connectivity issues for high-volume users.

United States

Message

What I'm looking for

I'm looking for a customer-focused IT support role where I can troubleshoot user issues, maintain accurate documentation, provide clear guidance, and grow my technical support skills in a collaborative, service-driven environment.

At Adtalem Global Education (Chamberlain University) / Covista, I provide Level 1 IT support for students, faculty, and internal users across Windows, Microsoft 365, account access, hardware, software, email, and connectivity issues. I document incidents and resolutions in ServiceNow, Zendesk, Jira Service Management, and CRM case queues while guiding non-technical users through remote troubleshooting.

Previously, I managed high-volume customer and healthcare compliance cases, maintaining accurate records, reviewing documentation, resolving enrollment and billing inquiries, and supporting data integrity. I bring a customer-focused approach to clear communication, documentation quality, SLA-aware follow-up, and timely escalation.

Experience

Work history, roles, and key accomplishments

Current

IT Help Desk Support Specialist, Level 1

Current

Adtalem Global Education (Chamberlain University) / Covista

May 2024 - Present (2 years 5 months)

Provides Level 1 technical support to students, faculty, and internal users, troubleshooting Windows, Microsoft 365, and hardware issues. Documents incidents and escalates complex issues to Tier 2 while guiding non-technical users through solutions.