Reneesha Ruban V

Results-driven IT Support professional with 2.7+ years of experience at Deloitte Consulting, delivering measurable outcomes across two global client projects.
Application Monitoring & Support - Prudential Financial:
Monitored real-time application workflows and integration pipelines to detect anomalies and prevent downtime. Managed 100+ monthly tickets end-to-end on ServiceNow — logging, triaging, prioritizing, and resolving within SLA targets. Conducted root cause analysis (RCA) on critical incidents and generated weekly/monthly performance dashboards for senior leadership. Coordinated with L2/L3 engineers to resolve complex integration issues through data-driven troubleshooting.
L1 Migration Support - Fresenius Medical Care:
Delivered frontline support during a large-scale corporate domain migration, personally resolving 180+ user incidents. Resolved Microsoft 365 failures (Outlook, Teams, OneDrive, SharePoint) and executed MDM device deployments via Microsoft Intune. Built a shared knowledge base from recurring failure patterns, reducing repeat incidents. Served as the primary communication bridge between migration engineers and end users during critical cutover windows.
Key Skills Used: ServiceNow | Microsoft 365 | Microsoft Intune | Incident Management | SLA Compliance | Root Cause Analysis | Power BI | Excel