RENUKA K

Aspiring Software Engineer | JavaScript | React.js | SQL | DSA | ServiceNow | ITSM · Greater Chennai Area

As an Information Technology Service Management Analyst, I am driven by a deep curiosity to independently dissect complex challenges, applying a determined and resourceful approach to problem-solving. My focus is on leveraging logical analysis to optimize processes and ensure robust incident and problem management, enhancing operational efficiency.

Experience

Information Technology Service Management Analyst

TECEZE · Jun 2026 – Present

Not yet confirmed

• Working in IT service management with hands-on experience using ServiceNow and Freshservice for ticket analysis, incident/task management, service requests, and ITSM processes.
• • Analyzed and categorized incidents, requests, and tasks, including ticket follow-ups, closure tracking, and status analysis.
• • Monitored ticket volumes, closure trends, SLA, and MTTR to support IT service reporting and performance analysis.
• • Applied ITIL/ITSM practices including Incident Management, Service Requests, escalation, and Change Management.
• • Coordinated with support teams to track pending tickets, address follow-ups, and maintain accurate ticket updates.

Information Technology Support Engineer

TECEZE · Mar 2026 – Jun 2026

Not yet confirmed

• Provided end-user IT support with hands-on exposure to enterprise infrastructure, Microsoft 365, networking, endpoint management, and troubleshooting.
• • Supported the implementation of Microsoft Intune policies and security controls on company-managed laptops, including wallpaper configuration and website/access restrictions.
• • Assisted with Microsoft 365 administration, SharePoint, and enterprise IT support operations.
• • Supported networking and connectivity troubleshooting involving IP addressing, DNS, DHCP, and wireless networking.
• • Performed OS installation/configuration, hardware validation, troubleshooting, ticket documentation, and onsite IT support.

MERN Stack Intern

Better Tomorrow · Feb 2025 – Mar 2025

Not yet confirmed

• Developed full-stack web applications using the MERN stack (MongoDB, Express.js, React.js, Node.js), gaining hands-on experience in frontend and backend development.
• • Built an Event Management System, Contact Management System, Expense Tracker, Portfolio Website, and Chess Game.
• • Implemented CRUD operations, REST API integration, database integration, and responsive user interfaces.
• • Used JavaScript and React.js to develop interactive web application features and worked with MongoDB for data management