Open to opportunities

Swathi M

@swathim1

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Senior IT service consultant delivering SLA-driven remote support with Intune, Azure, ServiceNow.

Zimbabwe

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What I'm looking for

I’m seeking a role where I can use my IT support and service management expertise, deliver SLA-focused resolutions, and grow within the organization—making significant contributions toward organizational goals.

I’m a Senior Consultant focused on delivering reliable, SLA-driven IT support through ticketing platforms like ServiceNow and other service desk tools. I troubleshoot efficiently across network connectivity, user access, applications, and password resets while keeping documentation accurate.

I support end users with remote access and desktop support using tools such as Citrix Workspace VDI, UEM, and Remote Desktop/Quick Assist. I also manage device and security workflows with Microsoft Intune, including enrollment, application deployment, remote management, and device wipes for security or retirement.

Across my experience with helpdesk engineering and system operations, I’ve handled onboarding/offboarding in Azure Active Directory/Entra ID, supported Office 365 and Outlook setup, and escalated issues with subject matter experts to ensure timely resolution. I’m ITIL Foundation/ITIS certified, and I’ve also built cloud infrastructure skills through my web app deployment project using VPC, load balancing, Route 53, and Infrastructure as Code.

Experience

Work history, roles, and key accomplishments

Senior Consultant

Capgemini Technology Services India Limited

Apr 2025 - Apr 2026 (1 year)

Handled ServiceNow ticketing and delivered remote desktop support while troubleshooting network connectivity, user access, and application issues in line with SLA timelines. Managed Microsoft Intune (enrollment, app deployment, and device wipes) and supported tools including Citrix Workspace VDI, UEM, VPN, RDP, printers, and Office 365.

ServiceNow Ticketing SLA Management Troubleshooting UEM Remote Desktop Support User Access Management Password Resets Application Support RDP Printers Microsoft Intune Application Deployment Azure Active Directory Office 365 Technical Escalation Documentation

Helpdesk Engineer II

Terralogic Software Solutions

Nov 2024 - Jan 2025 (2 months)

Provided telephone and remote support by troubleshooting issues via ticketing tools and supporting users with remote desktop and connectivity problems. Managed onboarding/offboarding, Azure Active Directory/Entra ID user and access provisioning, Microsoft Office 365 administration, and Microsoft Intune device management.

GetThread Remote Desktop Support Troubleshooting User Access Management Onboarding Tickets Offboarding Access Provisioning Azure Active Directory Entra ID Microsoft Office 365 User Account Management Microsoft Intune Outlook Profile Configuration 8x8 Docusign Office@Hand Nitro VPN

Specialist

HCL Technologies Limited

Mar 2023 - Nov 2024 (1 year 8 months)

Resolved Jira-reported incidents and provided customer and employee technical support in accordance with SLA timelines. Supported VDI and remote desktop environments, handled onboarding/offboarding access tasks, and performed hardware tracking and replacement while maintaining knowledge base documentation.

Jira Ticketing SLA Management Troubleshooting Remote Desktop Support Technical Support Offboarding Hardware Tracking and Replacement Insight PC And Mac ITIS Fundamentals Office 365 VPN DUO Zoom

System Engineer

Tata Consultancy Services

Nov 2018 - Dec 2022 (4 years 1 month)

Performed service desk/administration and supported desktop and laptop configuration through change requests and ticket/call management processes. Delivered bulk installations and migrations, handled compliance and security controls (DLP and endpoint protections), and managed IT asset workflows including CMDB/FMS reporting and warranty/AMC tracking.