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Sushmitha User

@sushmithauser

IT support engineer at Orange Business Services, resolving technical incidents across Microsoft, Linux, and VMware environments.

Germany

Message

At Orange Business Services, I managed the end-to-end ticket lifecycle and resolved technical incidents across Microsoft and Linux server environments. I also administered VMware environments and contributed to internal documentation and knowledge-base articles.

At Powerschool India Private Limited, I supported Eschoolplus, a SaaS platform, by resolving application issues and escalating complex cases. My earlier support work included helping users with Google Workspace administration at Dresden International School and software issues at DXC Technology.

Experience

Work history, roles, and key accomplishments

Junior System Engineer I

Orange Business Services

Aug 2023 - Apr 2026 (2 years 8 months)

Acted as primary technical point of contact for customers, managed end-to-end ticket lifecycle, and delivered hands-on operational support. Administered Microsoft and Linux server environments and VMware virtualized systems.

Zendesk ServiceNow Marval Confluence Crowd CheckMK Load Balancing Xen Orchestra Fortimanager PuppetDB RSA Fonial Gitea NetVault Microsoft Server Linux VMWare

IT Network Administrator

Dresden International School

Sep 2022 - Dec 2022 (3 months)

Assisted users with hardware and software issues, specialized in Google Workspace Admin and GAM projects, and created knowledge-base articles. Monitored helpdesk tickets and handled VPN, LDAP, Active Directory, and network-related issues.

Google Workspace Administration Google Cloud Platform GAM GLPI VPN LDAP Active Directory Print Server Network Troubleshooting Hardware Support

Technical Support Engineer I (B to B)

PowerSchool India Private Limited

Oct 2020 - Feb 2022 (1 year 4 months)

Provided application support for the SaaS product Eschoolplus, handled incident resolution and systems configuration, and escalated complex cases. Prepared statistical reports and consulted with programmers on software errors.

Salesforce Bomgar CRM SaaS Incident resolution Systems Configuration Help Desk Metrics

Technical Support Engineer I (B to B)

DXC Technology

Jul 2018 - Sep 2020 (2 years 2 months)

Assisted clients with software issues and guided users on Windows and computer-related issues. Handled priority-based tickets and gained experience with inbound and portal tickets.

ServiceNow CRM Windows Network Troubleshooting Knowledge Base Management

Education

Degrees, certifications, and relevant coursework

Canara Engineering College

Bachelor of Engineering, Electronics and Communication

2014 - 2018

Grade: First class

Bachelor of Engineering in Electronics and Communication with First class. Thesis on Mess Automation: Restaurant based food ordering system using Raspberry Pi.