Swarnima Gupta
@swarnimagupta
Cloud support and enterprise ITSM specialist transitioning into Associate Cloud Support Engineer.
IndiaWhat I'm looking for
I’m a customer-facing IT support professional with 4+ years of experience resolving enterprise technical incidents through ticketing systems, ensuring SLA compliance, and owning escalation paths. I bring clear, accurate case documentation and end-to-end issue management rooted in RCA.
In my current role, I resolve 40–50+ technical incidents/week, achieving 95%+ SLA compliance and cutting average resolution time by 20% through root cause analysis. I maintain 99%+ uptime across Azure Virtual Desktop (AVD) and VMware VDI for 200+ users through proactive monitoring and performance tuning.
I’m also comfortable working close to cloud infrastructure. I’ve provisioned and administered AWS EC2 and networking fundamentals (VPC subnetting, routing tables, CIDR, security groups) and used Bastion Host SSH access in self-directed AWS projects, backed by my Microsoft Certified: Azure Administrator Associate (AZ-104).
I’m actively building cloud skills through infrastructure automation and deployment work—Terraform-based IaC pipelines, Docker containerization, and Kubernetes (EKS) observability (Prometheus/Grafana). I’m ready to apply my incident-resolution discipline to an Associate Cloud Support Engineer role supporting global customers.
Experience
Work history, roles, and key accomplishments
Resolved 40–50 technical incidents/week for enterprise customers using BMC Helix ITSM, improving SLA compliance and reducing average resolution time through root cause analysis. Administered Azure Virtual Desktop and VMware VDI for 200+ users and managed Active Directory and Entra ID user provisioning, security (BitLocker/McAfee, Cisco Duo MFA), and RCA/change documentation.
Provided enterprise remote desktop support via ServiceNow, supporting Azure Virtual Desktop and VMware VDI to reduce hardware dependency. Configured Cisco VPN/Jabber and Citrix Workspace for 100+ remote users and implemented Cisco Duo and Microsoft MFA to reduce unauthorized access attempts.
Education
Degrees, certifications, and relevant coursework
Indira Gandhi National Open University (IGNOU)
Master of Computer Applications (MCA), Computer Applications
Pursuing a Master of Computer Applications (MCA) program at IGNOU, targeting completion in 2025.
Dr. Virendra Swaroop Institute of Computer Studies
Bachelor of Computer Applications (BCA), Computer Applications
2019 - 2022
Grade: 74%
Completed a Bachelor of Computer Applications (BCA) from Dr. Virendra Swaroop Institute of Computer Studies between 2019 and 2022, scoring 74%.
Kamad Shining Stars Academy
Intermediate (12th), Intermediate
2018 - 2019
Grade: 77.4%
Completed Intermediate (12th) at Kamad Shining Stars Academy in 2018–2019, scoring 77.4%.
Kamad Shining Stars Academy
High School (10th), High School
2016 - 2017
Grade: 85%
Completed High School (10th) at Kamad Shining Stars Academy in 2016–2017, scoring 85%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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