Customer Service Microsoft Office

SARASWATHY KALYANASUNDARAM

Helpdesk\Desktop Support Administrator

Phone #: +1-510-***-**** Email: ******@*****.***

Aspiration

Working on challenging projects in the field of IT and to capitalize on my strongest ability to adapt, improvise & innovate in every working environment, for every working situation.

Professional Summary

Highly motivated System administrator with 4+ years of experience in IT industry, acting as a first point of contact for users in case of issues and drive\direct them in the appropriate direction to resolve the issue in a timely manner.

Expertise in providing customer service support via phone and ticketing system.

Expertise in Active Directory user account Management like Password reset, Enable\Disable user accounts.

Experience with Managing objects in AD and aligning them in appropriate OU as per company Standard.

Experience in installation of Windows Operating System Windows 7/10 and server OS Windows 2008/2012.

Experience in Installing Software in Windows machine as per the company Standard and configuring it to align with the standard.

Experience in providing File share permissions to appropriate users as per company standards.

Experience in DHCP related tasks like creating Scopes, IP address reservation.

Experience in Creating A and PTR record in DNS.

Expertise in Microsoft Office application ( Word, Excel, PowerPoint)

Experience in monitoring IT device alerts and assigning to the appropriate technical team.

Extensive Experience in Configuring Outlook profile in Windows machine, Adding WebEx plugin to the outlook client.

Experience in Storage day to day operations for Lun Allocations, Lun Expansions.

Experience in comprehending user requests and carrying out required technical support through remote support tools.

Technical Skill Set

Windows OS

Client Version : Windows 7 & 10

Server Version : Windows 2008 & 2012

Office Application

Word, Excel, PowerPoint, Outlook

Monitoring Tools

SCOM, HPOVO, ORION

Ticketing Tools

Service Now, Remedy

Education

B.Tech IT - Noorul Islam College of Engineering-Anna University – India (May 2011 with 74%)

Higher Secondary School-Jyothi Nilayam Higher Secondary School, Trivandrum - India (April 2007 with 72%)

Certifications

Successfully passed ‘Business English Certification (BEC)’ Program organized by the University of Cambridge.

Successfully got certified on IBM-DB2 Information Management Software

Passed a Certification program in C accredited by NCVT, Government of India.

Professional Experience:

1.IBM India Private Ltd Title: System Analyst (Jan 2013–Sep 2015)

PROJECT: WellPoint [Health Care]

Responsibilities:

Handling user related issues and acting as a first point of contact to users for any Desktop related issues.

Providing customer service support via phone and ticketing system.

Managing AD objects via ARS like User account lockout and password reset.

Managing Netwrix Account Lockout Examiner to determine the source workstation where the user account is getting locked out.

Moving Computer accounts and Users accounts to appropriate Managed OU in Active Directory.

Responsible for supporting desktop and laptop systems (500+ users) which includes updating software patches, upgrading hardware and software.

Responsible for managing AD groups and provide appropriate access to users upon approval from the owners.

Responsible for managing file share permissions for users and provide appropriate permission to the users based upon the request.

Managing and Maintaining Microsoft office related issues.

Imaging of Windows OS in Laptops as per the Company Standard Imaging.

Responsible for performing windows L1 troubleshooting like Disk space issue, Performance issues.

Creation of DNS entries based upon request.

Responsible for DHCP scope creation, IP address Reservation in DHCP.

Managing and Maintaining SFTP account creation for sharing data to the outside vendors

Assigning the case to appropriate L2/L3 support teams in IT to provide resolution accordingly.

Documentation of Process and new issues and creating a SOP accordingly.

Responsible for Storage LUN allocation and reclaim, LUN share.

Responsible for Storage User ID creation.

2. HCL Technologies Ltd Title: Graduate Engineering Trainee (May 2011– Dec 2012)

PROJECT: SanDisk Corporation [Global Leader in Flash Memory Storage Solution]

Responsibilities:

Monitoring Servers which also includes Network Devices like Routers, Switches, Device Interface, Primary VPNs, and backup VPNs.

Providing the reports on daily basis to the customers.

Providing 24*7 cross functional support with high quality

L1 Troubleshooting of Network Devices and Servers.

Initiate Bridge call between the Support teams if necessary

Manage the entire work request process ensuring adherence to SLA.

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