Yash User

Technical Support Representative (Tier 1 Service Desk)

Concentrix

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

ServiceNowWindowsMicrosoft 365Active DirectoryVPNLAN Wi FiTroubleshootingHardwareSoftwareEndpoint managementRemote SupportDocumentation

Capstone Project – Enterprise Network Upgrade

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.

Cisco RoutersSwitcheVLANDHCPDNSFirewallsEndpoint SecurityLAN

Junior Software Developer / Technical Support

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.

Core JavaSelenium WebdriverAppiumTestNGMavenPostmanJiraAgileCI CDAutomation FrameworkAPI TestingDefect Tracking