HI!

I am Aastha Jain

Technical Support Analyst

Years of Experience
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Skills
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Project Completed
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about me

Seamless Events, Lasting Impressions

As a UX designer, I focus on creating intuitive, user-centered designs that solve real-world problems. With a passion for research and a keen eye for detail, I craft seamless digital experiences that engage and delight users. I work closely with cross-functional teams, ensuring the design process aligns with business goals and user needs. My expertise includes wireframing, prototyping, and usability testing, enabling me to transform complex ideas into accessible, user-friendly interfaces. Driven by creativity and empathy, I constantly seek opportunities to learn, grow, and innovate in the ever-evolving field of UX design.

skills

my skillset

Endpoint Troubleshooting

Office 365 & Google Workspace

Ticketing Systems (ServiceNow)

Remote Support & Imaging

Identity & Access (Azure AD)

Microsoft Intune & Compliance

education

Bachelor of Engineering – Information Technology

RGPV University

2013 – 2017

Master's Degree

University of Banglore

2023-2025

experience

Wipro (Client: British Telecom)

Process Associate – IT Support

2017 – 2018

Key Responsibilities:-

  • Handled 1800+ Tier-1 tickets for access and VPN issues.

  • Escalated complex issues using ServiceNow and improved resolution tracking.

  • Delivered onboarding for 200+ new employees.

Back2Study (Remote – COVID Project)

Technical Support Coordinator

2020 – 2021

Key Responsibilities:-

  • Supported 500+ students with login and app access issues.

  • Resolved G-Suite sync and configuration problems for 300+ users.

  • Logged 1000+ tickets and created structured escalation reports.

Infosys BPM (Client: Tyson Foods)

Senior Technical Support Executive

2021 – 2022

Key Responsibilities:-

  • Configured 900+ laptops/desktops remotely using imaging scripts.

  • Diagnosed 250+ incidents/day, improving resolution tagging by 47%.

  • Maintained 120+ KB articles to improve issue deflection.

Mphasis (Client: HP)

Assistant Team Lead – IT Support

2022

Key Responsibilities:-

  1. Handled 200+ weekly tickets including VPN and printer issues.

  2. Created 20+ SOPs for remote troubleshooting and access setup.

  3. Managed AD account provisioning and reduced errors by 41%.

LTIMindtree (Client: Microsoft)

Engineer – Cloud & Infra Services

2022 – 2024

Key Responsibilities:-

  1. Resolved 1200+ ServiceNow tickets involving O365, VPN, and access issues.

  2. Delivered onboarding support for 900+ users on Teams, Zoom, and Outlook.

  3. Used Microsoft Intune & Defender for endpoint patching and compliance.

  4. Provisioned 700+ user accounts using Azure AD with role-based access.

Projects

IT Support Process Optimization

Internal Helpdesk Ticketing Process Optimization

Contact Me

Let's Connect for an opportunity

Address

Toronto, Canada

Mail

aasthajainca1@gmail.com

Phone

+1 (647) 883-2839