Minurekha Sakthivel

Managed end-to-end technical support for telecom customers, diagnosing and resolving a broad range of service issues including mobile roaming failures, network service instability, and broadband connectivity. Handled customer inquiries with a focus on data integrity and security, reset PINs/passwords, and guided up-sell opportunities where appropriate. Maintained high performance in a fast-paced environment and delivered strong customer handling and communication.

Acted as primary point of contact for global technical support; remote; over saw incident lifecycle in ServiceNow and Zendesk. Provided troubleshooting for Office 365, Okta, Outlook, VPN connectivity, and related system issues; ensured accurate ticket documentation and timely resolutions.

Led a DevOps support team as Senior Technical Support Engineer and served as Scrum Master. Drove end-to-end CI/CD workflows, facilitated daily scrums, and removed blockers. Implemented cloud infrastructure practices on AWS with Terraform to ensure consistent and reliable environments. Coordinated cross-functional knowledge sharing and governance across clients.