Shalini Murugan
@shalinimurugan1
IT Service Desk Analyst at TCS who handled incident escalations and maintained 99% to 100% SLA compliance.
United KingdomWhat I'm looking for
At Tata Consultancy Services (TCS), I processed service requests for fixed line, broadband and TV services, and handled escalations and incident re-open requests within defined SLAs. I consistently achieved 99% to 100% SLA compliance and trained 10 new team members on processes.
After returning to IT, I completed the IT Technician Traineeship at IT Career Switch, where I installed and configured Windows 10 and 11, worked with Active Directory and Microsoft 365, and used ServiceNow to resolve support tickets. I’m seeking a 1st or 2nd line IT Service Desk role where I can combine strong customer communication with hands-on troubleshooting.
Experience
Work history, roles, and key accomplishments
IT Technician Traineeship
IT Career Switch
Jul 2024 - Nov 2025 (1 year 4 months)
Completed a traineeship covering Windows 10/11, Active Directory, networking, and security. Installed and configured systems, troubleshot hardware and software faults, and used ServiceNow for ticket management.
Processed end-to-end service requests for telecom services, handling 18-22 tickets per day. Achieved 99-100% SLA compliance, handled escalations, and trained 10 new team members.
Liaison Officer
Star Health & Allied Insurance Company
Sep 2009 - Jul 2011 (1 year 10 months)
Processed pre-authorisation claims using Health Sprint application. Maintained transaction logs and databases, and reviewed forms for completeness.
Education
Degrees, certifications, and relevant coursework
CompTIA
CompTIA A+, Information Technology
2025 - 2025
Earned CompTIA A+ certification (220-1201 and 220-1202) in 2025.
IT Career Switch
IT Technician Traineeship, Information Technology
2024 - 2025
Completed an IT Technician Traineeship covering CompTIA Network+, CompTIA Security+, and Cisco CCNA coursework and assessments.
University of Madras
Master of Business Administration, Business Administration
2009 - 2011
Pursued a Master of Business Administration at the University of Madras from 2009 to 2011.
University of Madras
Bachelor of Science, Information System Management
2006 - 2009
Completed a Bachelor of Science in Information System Management at the University of Madras from 2006 to 2009.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Social media
Job categories
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