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Service Customer

Chennai, Tamil Nadu, India
June 08, 2019

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B.Com, M.B.A

Senior Service Desk Analyst

No: 2/5 New Colony Ist Street, Palavanthangal, Chennai 600114

Phone: 979*******\790-***-****



Looking for a job opportunity as a Project Management to utilize my vast technical experience to support and facilitate the organization’s IT needs, thereby ensuring that the computer systems will function efficiently and securely.


Created 100+ knowledge base solutions for client specific troubleshooting i.e. operating procedures, policies, etc.

Achieved 85% high first call resolution on a monthly basis and 90% customer satisfaction rate.

Trained 35 new employees on responding to calls appropriately and company standards Performed quality assurance check of tickets processed by team.

Worked as Active Directory User Admin role as well.

Performed cross platform audits of Active Directory (AD) objects and user permissions.

Managed User Accounts on WindowsNT and UNIX Platform (Creation, Deletion, Permissions, and VPN Access).

Developed organizational units in Active Directory (AD) and managed user security with group policies.

Created and maintained email addresses and distribution lists in MS Exchange.

Compiled data to assist technical writers with IT new hire manuals and prepared data to report to testers for system enhancements.

Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.

Established service by walking callers through new installations and configurations.

Improved caller capabilities by providing additional documentation; recommending training courses.

Maintained help desk database by entering caller statistics, inquiries, and responses

Improved help desk results by recommending changes in information and processing.

Updated job knowledge by tracking and understanding emerging practices and standards; participated in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Project Experience Summary


EQUINITI India Pvt Ltd


United Kingdom


02 June 2016 to Till date


Senior Service Desk Analyst


Manage the performance of services to customers (24 x 7, 365 days per year)

Ensure that service levels are achieved in line with contracts and that customers expectations are met or exceeded;

Ultimate responsibility for ownership of all customers incidents or logged service requests;

Track the incidents to conclusion in line with SLAs and quality standards; Manage critical customers incidents, associated to customer communication, activities and any appropriate escalations;

Provide information about incidents analysis and KPIs;

Build services relationship with customers and conduct service reviews for key customers. Review performance reports, service improvements, service quality and processes;

Provide management and performance reports. Manage and collaborate with third party suppliers and ensure that their performance and provision of services and quality are in line with our expectations and enable us to meet or exceed service levels;

Measure, monitor and work to drive down incident levels. This will relate to Product and Customer problems. Ensure that the Service Desk actively participates in improving the usability and reliability of SD services;

Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities;

Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers;

Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers;

Contribute to the success of the business and assist in improving the overall customers Meet goals and KPIs as set by the line manager;

Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly;

Review aspects for improvement with own practices and process


Good Analytical thinking


Sutherlandglobalservices - BELL Technical Support




01 Sep 2015 to Till date


Team Member (Key Resource)


Operations Management:

Ability to resolve internet related issues in specific.

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Respond to queries either in person or over the phone.

Write training manuals.

Train computer users.

Maintain daily performance of computer systems.

Respond to email messages for customers seeking help.

Ask questions to determine nature of problem.

Walk customer through problem-solving process.

Install, modify, and repair computer hardware and software.

Clean up computers.

Run diagnostic programs to resolve problems.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Install computer peripherals for users.

Follow up with customers to ensure issue has been resolved.

Gain feedback from customers about computer usage.

Run reports to determine malfunctions that continue to occur


All Internet related issues

Modem configurations

Identifying Router issues

Email configuration\Issues

New Internet order request

Outlook Troubleshootings

Printer issues

Fax line troubleshootings.

All Line related issues

Phone systems.

Circuit problems

Features related issues for eg. (Call forward,Call display,Call hunting etc).


TCS - ICC (Integrated Command Centre) Backup (Team Lead)


UK, USA, Canada, Australia, Dubai.


01 Oct 2012 to 10 Apr 2015


Team Member (Key Resource)


Played a vital role as a Team Member and back up Team Lead in leading the team.

Operations Management:

Ability to plan, organizes, manage the projects and set priorities.

Handling weekly client calls.

Creating teams weekly performance report.

Scheduling agent’s weekly roster.

Updating the SOP’s according to the client requirement if required.

Exceptional problem solving skills.

Listening to the agents call recording and providing feedback to the agents to improve in future.

Superb organizational and administrative skills.

Can work within an ambiguous and fast-moving environment.

Producing Operations manuals which define how the business is to be run.

Implementing quality management and regulatory compliance strategies.

Clearly communicating instructions and information to staff.

Encouraging, identifying and developing best practice strategy.


Network Related issues

Microsoft Outlook issues.

Outlook Profile configuration

VPN configurations and Issues(VPN).

Remote Desktop System (RDS).

Microsoft Excel Issues.

OS Installation.

Desktop related issues.

SAP related tickets.

Active Directory.

User profile Creation\Modification\Deletion.

Installation of softwares.

Office365 Migration.


Did not received red alert escalation for the month of July,August,September)

Project Experience Summary


TCS-Lexmark International


UK Client.


01 Jun 2010 to 28 Sep 2012


Team Member (Key Resource)


Played a role of a service desk engineer in resolving the printer related issues.

Provided resolutions for complex issues in VPN, RDS & SAP related issues.

Achieved highest levels of productivity, handled over 1,000 calls per week averaging 200+ calls daily.

Noted for achieving the highest level of first-call resolution.

Earned solid reputation for resolving complex issues and providing exceptional customer service.

Provided special assistance to support remote access in adherence to company standards.

Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized

Remedy to record and track issues.


Internet related issues

Printer issues

SAP application issues

System issues

Remote Desktop System (RDS).

Microsoft Outlook issues.

Printer configuration


Received Star performer award for O365 exchange migration project.

Project Experience Summary


TCS - Ref Data - Features Coding


A C Nielsen


11 FEB 2008 to 31 MAY 2010


Team Member


Played a role of team member in Coding and De-Coding of the features available in the Mainframe platform.

Was assigned as a Senior most coder in Features Coding as coding the most complicated versions of US Retail Market similarly called me as a VOP Coder (Variety of Products)


Analytical thinking


Received 5 Pat on the back & Recognized two times TCS GEMS.

Current Role Description

Act as a single point of contact for phone calls from staff regarding IT issues and


Acting as a Backup Team Lead for my Team.

Acted a Mailbox owner in addressing all user first level IT related issues and Escalations.

Have worked on Management Reports (Daily, Weekly, Monthly reports) on daily basis.

Receiving, logging and managing calls from internal staff via telephone.

1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers.

Troubleshoot basic network issues such as DSL broadband issues.

Escalate unresolved calls to the infrastructure support team.

Log all calls in the Service Desk Call Logging system (SCSM).

Take ownership of user problems and follow up the status of problems on behalf of the user

and communicate progress in a timely manner.

To maintain a high degree of customer service for all support queries and adhere to all

service management principles.

Provide basic in-house training in MS Office applications used within the Association (Word,

Excel, Outlook, PowerPoint).

Provide stats for the weekly Service Desk report on call trends.

Publishing support documentation to assist staff with requests for information & provide

Staff training if required.

Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups


To arrange for external technical support where problems cannot be resolved in house.

Previous Role Description.

Integrated Command Centre Project (ICC)

Played a role of Team Member (Backup Team Lead) including 10 members.

Played a vital role among the team members as L1 System Engineer in SAP and L1 related issues.

Exposed on Basic Authorization issues till Application issues.

Engaged on Microsoft Exchange Migration activities from Office 365 portal.

Involved in SAP GUI 730 Migration activities for Russia, Poland and Australian users.

Handling SAP L1 tickets and acted as mid level contact between client and users

Done Roll-Out phase implementation with one of the critical clients

Engaged in Quality and Production server login issues.

SAP account Creation\Deletion\Modification will be completed based on the user request.

SAP Logon Pad modification will be done.

SAP INI file replacement in due with users confirmation.

Addressing Network Latency issues from remote areas and raising high priority severity tickets and notified the stake holders without any delay.


• Customized a Tool called “Best Tool” which is similar to “Ultimatix portal”. Were-in all the process related documents can be streamlined in one End point, were it can be accessed by a single click on the hyperlinked text.

“E-Help Sheet tool” which in turn reduces the time span of finding a single product class information through bifurcating all searches. It includes product class information, Client updates, Adding necessary updates about the product class.

Management Skills

Excellent leadership and interpersonal skills.

Exceptional understanding of assigned applications, with specialized technical knowledge.

Strong organizational skills.

Outstanding technical knowledge of all phases of application systems.

Able to handle and trouble shoot all situations and to resolve at any point of time.

Technical Skills










Acquired On

Expires On

iSecurity Certification: iSecurity Quiz Set of role-based quizzes






Acquired On

Expires On

ITIL V3 Certification



Till Date

Experience Details

TCS Experience

6 Year(s),0 Month(s)

SGS Experience

1 Year(s),0 Month(s)

Equiniti Ind Pvt Ltd

2 Year(s),3 Months(s)

Prev. Experience

1 Year(s),0 Month(s)

Total Experience

10 Year(s),3 Month(s)

Education Summary

M.B.A (Finance & Auditing) (Loyola College) Twinning Programme Nungambakkam 2007-2008

Pondichery University.

Thesis title: Foreign Investment in the Share Market.

Advisor. Justin Royappa.

S.I.V.E.T College Gowrivakkam, Tambaram,

B.Com (F & A) (Finance & Auditing).

Madras University,

Secured 85% Aggregate of 3 years.

Higher Secondary

Sai Matriculation Higher Secondary School Madipakkaim

XII stood school sixth and secured 1031/1200.

Stood School First for Hindi securing highest mark 185/200.

Published on Indian Express News paper.


Central Board of Secondary Education (CBSE)

Kendriya Vidayalaya Meenambakkam,

Completed Class X.

Software Skills


ITIL V 3Certification


Office Accounting

Conditional Formatting

Professional Development

Office Communications

Document Formatting

Office Simulation

Qualification Category



Masters in Business Administration

M.B.A (Fin & Aud)


Bachelor Of Commerce

B.Com (Fin & Aud)


Standard XII H.S.C






I hereby declare that the above written particulars are true to the best of my knowledge and belief.

If you give me this opportunity I will be grateful and I will prove myself in terms of positive professional attitude and work towards achieving my goals.

Thanks & Regards

(Saravanan Munuswamy)

Contact this candidate