Yash User

Serve as the first point of contact for end users, handling 9–14 inbound support calls and managing 7–10 active tickets daily while logging, prioritizing, and resolving incidents in ServiceNow within SLA targets. Troubleshoot and resolve hardware, software, Windows, Microsoft 365, Active Directory, VPN, LAN/Wi-Fi, and account-related issues, delivering timely solutions and maximizing first-contact

Configured Cisco routers, switches, VLANs, and DHCP/DNS services to deliver an enterprise-style LAN for a multi-user environment. Implemented firewall rules and endpoint security controls aligned with organizational security best practices.

Developed and maintained 100+ automated web and mobile test cases using Core Java, Selenium WebDriver, Appium, TestNG, and Maven, improving regression testing efficiency and software quality. Investigated application defects by analyzing logs, reproducing issues, and collaborating with developers to resolve software, automation, and environment-related problems.

Completed the Technical Support Fundamentals certification, covering essential IT support skills and troubleshooting.

Completed the Cybersecurity Fundamentals certification, covering core cybersecurity concepts and practices.

Completed The Bits and Bytes of Computer Networking certification, covering networking fundamentals and protocols.

Pursued an Advanced Diploma in Computer Systems Technology with a focus on Networking, covering enterprise network design and implementation.

Completed a Bachelor of Engineering in Computer Engineering, gaining a strong foundation in software development and computer systems.