Sanjana Devi Jampa
Cloud Technical Support Associate
Bengaluru
Summary
Experienced Technical Consultant with a strong background in providing high-level technical support to corporate teams in a large-scale telecommunications environment. Skilled in managing complex IT systems. Proven ability to lead incident resolution processes, enforce security protocols, and oversee system maintenance while mentoring junior engineers and driving continuous improvement. Adept at collaborating with cross-functional teams to deliver exceptional service and support across diverse technical domains, including identity management, network infrastructure, and virtual environments.
Overview
3
3
years of professional experience
Work History
Technical Support Engineer
Tech Mahindra
05.2025 - Current
- Delivered Level 1 and Level 2 technical support for multiple high-profile clients (ITV, Saipem, TWE) within a 24x7 operational environment, utilizing ServiceNow for SLA-driven ticket creation, tracking, escalation, and resolution.
- Administered Active Directory, including user account creation, modification, disabling, and deletion; managed security groups, distribution lists, and shared mailboxes to enforce role-based access control and enhance email communication workflows.
- Managed mailbox provisioning, permissions, synchronization troubleshooting, and email delivery issue resolution in Microsoft Exchange Online and Outlook.
- Provided VPN support by troubleshooting GlobalProtect client and gateway connectivity issues, resolving authentication failures, and ensuring secure remote access for a global user base.
- Delivered application support for Microsoft 365 suite (Outlook, Teams, SharePoint) and other enterprise applications, addressing user access, licensing, and configuration challenges.
- Utilized remote support tools such as AnyDesk, Microsoft Teams, and Remote Desktop Protocol (RDP) for real-time troubleshooting and diagnostics on Windows 10/11 and Mac OS endpoints.
- Conducted fundamental network troubleshooting, resolving DNS resolution errors, DHCP lease renewals, IP address conflicts, and basic TCP/IP configuration to restore user connectivity.
- Collaborated effectively with global IT teams across the UK, US, and Australia to coordinate incident response, share knowledge, and implement best practices for rapid issue resolution.
- Created, updated, and maintained technical documentation and knowledge base articles within ServiceNow, supporting continuous process improvements and enhancing end-user self-service capabilities.
- Ensured compliance with ITIL incident and request management processes, including accurate ticket categorization, prioritization, and SLA adherence to minimize downtime and optimize user satisfaction.
- Quickly analyzed and diagnosed technical issues, applied effective solutions, and escalated complex problems to specialized teams, maintaining a high first-contact resolution rate.
- Supported endpoint management by troubleshooting Windows 10/11 OS issues and assisting users with Mac OS software installation, configuration, and system updates.
Technical Support Engineer
Tech Mahindra
03.2023 - 05.2025
- Act as a Associate Technical Consultant, providing advanced technical support to corporate employees within a telecommunication company of 12,000+ staff, ranging from store agents to executive management.
- Utilize ServiceNow to raise, track, and coordinate technical issues, ensuring accurate escalation to relevant departments while mentoring junior staff on best practices.
- Manage Identity and Access Management tasks using Active Directory and Azure AD, coordinating user access and roles within the organization's defined security protocols. Actively participated in the migration of a legacy Active Directory system to SailPoint, a cloud-based identity management solution, in a Level 2 support capacity.
- Provide support for Exchange issues, including adding and modifying users and groups, and resolving user-related issues to ensure seamless communication within the organization.
- Support network migration initiatives, utilizing Jira and Confluence for project coordination and documentation. Demonstrate a working knowledge of network protocols, configurations, and tools, including firewall management and network device troubleshooting.
- Develop and maintain comprehensive documentation, including guides, procedures, and troubleshooting resources, ensuring technical information is clear, up-to-date, and accessible to both end users and team members.
- Oversee incident management processes by ensuring efficient resolution of technical issues, maintaining communication with stakeholders, and implementing continuous improvement strategies to enhance service quality. Mentor junior engineers and collaborate with other IT teams to uphold incident resolution standards.
- Ensure adherence to security protocols across all support processes, troubleshoot security-related incidents using Microsoft Sentinel, Microsoft Defender reports, and assist in VPN issue resolution. Recently involved in the implementation of Zscaler from Ivanti for system security.
- Manage and resolve desktop-related issues, ensuring optimal functionality of enduser devices, and oversee the deployment of software updates and patches using System Center Configuration Manager (SCCM).
- Administer and troubleshoot virtual desktop infrastructure (VDI) environments, with a focus on Citrix XenApp, XenDesktop, and user profile management to ensure high availability and performance.
- Proactively monitor IT systems to identify potential issues, perform regular system updates, and ensure all service levels are met within defined SLAs.
- Oversee Mobile Device Management processes, including the configuration, deployment, and troubleshooting of mobile devices to ensure compliance with organizational security policies and standards.
Education
Master of Computer Applications -
Acharya Nagarjuna University
Guntur, Andhra Pradesh05.2022
Bachelor of Computer Applications - undefined
Acharya Nagarjuna University
Guntur, Andhra Pradesh05.2019
Skills
Technical support
Technical troubleshooting
System troubleshooting
Problem-solving
Incident management
Ticket management
Remote support
ITIL processes
Operating systems expertise
Network troubleshooting
Timeline
Technical Support Engineer
Tech Mahindra
05.2025 - Current
Technical Support Engineer
Tech Mahindra
03.2023 - 05.2025
Bachelor of Computer Applications - undefined
Acharya Nagarjuna University
Master of Computer Applications -
Acharya Nagarjuna University