Application Support Engineer
CurrentDuring my internship, I gained extensive knowledge and practical experience with ITIL (Information Technology Infrastructure Library) processes as they are implemented within the company. I thoroughly studied the company's Service Management framework, which provided me with a deep understanding of the best practices for delivering high-quality IT services.In my role, I was responsible for managing various types of service tickets, including Incident, Change, and Problem tickets. I learned to handle Incident tickets by swiftly identifying, logging, and resolving issues to minimize downtime and maintain service continuity. My experience with Change tickets involved evaluating and implementing changes to IT services in a controlled manner, ensuring minimal disruption and adherence to compliance standards. For Problem tickets, I participated in root cause analysis and the development of long-term solutions to prevent recurring issues.I also gained hands-on experience with ServiceNow, a leading IT service management tool. I utilized ServiceNow to track and manage tickets, ensuring efficient workflow and resolution. Additionally, I was tasked with creating detailed reports based on specific client requirements. These reports involved analyzing data, generating insights, and presenting findings that helped clients make informed decisions about their IT services.Through these activities, I developed strong analytical and problem-solving skills, as well as the ability to effectively communicate technical information to non-technical stakeholders. My internship provided me with a comprehensive understanding of IT service management and equipped me with the practical skills needed to excel in this field.
