I am an IT professional specializing in IT support and service desk management, with a strong track record of resolving complex IT issues and delivering exceptional customer service. My career has been focused on driving process improvements, leading teams, and ensuring adherence to SLAs. I excel in identifying automation opportunities to streamline workflows.Currently, I am a Senior Engineer at Happiest Minds Technologies, where I lead sync calls with team members and clients, provide knowledge transfer, conduct assessments, and offer proactive solutions for process improvements. My responsibilities include creating documentation, monitoring and tracking tickets, managing end-user service requests, and overseeing AD, Okta, Google Workspace, and Jamf infrastructure. I also support Slack-related requests and assist users with software and hardware issues on both Mac and Windows platforms.Previously, at Accenture, I served as a SW/App/Cloud Tech Support Analyst. In this role, I handled escalations, performed root cause analysis, provided training for new hires, and monitored open tickets to ensure timely resolution. I was instrumental in reducing incoming work volume on the service desk and identifying automation opportunities.At Amazon, I worked as a CS Associate, managing customer concerns through chat support for Amazon.com and handling inbound calls and chat support for Amazon.in customers. I was recognized for maintaining good metrics and demonstrating strong customer centricity.My career began with engineering roles at Schwing Stetter India and SP Engineering Pvt. Ltd., where I gained experience in production handling, vendor management, and electrical testing in various settings, including wind generation sites and thermal power stations.I hold a B.Tech in Electrical and Electronics Engineering from Karunya Institute of Technology and Sciences. I am fluent in English and Tamil, with limited working proficiency in Hindi, and am Microsoft Certified in Azure Fundamentals.I am passionate about leveraging my IT skills and experience to deliver excellence in systems and service management. I am always eager to embrace new challenges and opportunities for professional growth. If you are looking for a dedicated and skilled IT professional to join your team, please connect with me on LinkedIn or email me at nelsontraj@gmail.com.