Technical Support Service

VALENTINA PETER

** ******* ****, *******, ** M*P 5C4

416–890–6215

********************@*****.***

IT-TECHNICAL SUPPORT ANALYST

Analytical Problem Solving Wizard Technical Troubleshooter Multi-tasker

HIGHLIGHTS OF QUALIFICATIONS

Self-motivated and result-oriented IT-Technical Support Analyst

4+ years of experience in Technical Support, Problem Management, Incident Management, Change Management, Training & Development, Team Management and Customer Relationship Management

Proven ability to learn new concepts and technology as per business requirements

Excellent communication skills to handle customers on call for analysing technical issues and providing required resolutions/updates

Hard-working individual who performs and delivers the best in a fast-paced environment

Supportive team player with well-developed organization and interpersonal skills; establish and maintain strong alliances; lead and motivate teams

Drive projects to successful completion and convey complex technical requirements/data

Exceed customer expectations and achieve fiscal bottom-line results

Language: English, Tamil and Hindi

Master’s Degree in Power Electronics and Drives

TECHNICAL SKILLS

Domain Services: Active Directory, Active Directory Lightweight Directory Services

Process Framework: ITIL Service Operation, Helpdesk Support and Operation,

Service Desk

Operating Systems: Microsoft Windows Server 2003, 2008, 2012 (Basic Knowledge)

Microsoft Office: Microsoft Word, Excel, PowerPoint and Outlook

Tools: ServiceNow, Quest ARS and Softerra

CAREER HISTORY

Technical Lead SEP 2012 – JAN 2017

Cognizant Technology Solutions, Chennai, India

Administered and maintained end-user accounts, permissions, and access rights for applications

Monitored and reported Domain Controller issues associated with reliability, availability, and security of the domain

Monitored connectivity, replication, FSMO roles, and trust relationships

Reviewed Domain Controller’s event and security logs on adverse issues and installed necessary hot-fixes from Microsoft

Processed user and group object creation and modification based on the end-user requirements as per the client security policy via Quest ARS Tool

Installed and validated monthly Microsoft released patches and updates on the Domain Controllers

Created, deleted and managed local user accounts, groups, service accounts, and contact cards in their respective OUs (Organizational Units)

Processed service requests for data updates and access control authorized by respective account owners

Processed service requests for Roaming profile and Home drive mapping and troubleshooting

Worked collectively with team on critical technical issues

Kept the team informed about the changes, daily activities and process updates

Conducted knowledge sharing sessions on hot topics in the technical field

Monitored AD DS and AD LDS and other Domain Controller’s alerts via SCOM console

Utilized incident management tool (Service-Now) to record and monitor issues faced by users in the client and application end

Performed basic power shell scripting tasks to pull data and updated attributes in various objects as per the service request from customer

Supervised and performed daily shift and BAU activities in a timely manner

Provided shift updates to other team members on the activities and incidents received from customers

Assisted users with frequent lockout issues in determining their lockout sources and redirected them to the necessary local support team

Diagnosed the early identification of the cause and provided workaround for the cause of AD service disruption

Assisted users in performing testing activities for new applications and new version releases as per standards

Analysed the Group Policy issues for the customer reported issues

EDUCATION & TRAINING

Master’s Degree in Power Electronics and Drives 2012

College of Engineering, Anna University, Chennai, India

Evaluated by WES, Canada

Bachelor’s Degree in Electrical & Electronics Engineering 2010

Jeppiaar Engineering College, Chennai, India

Evaluated by WES, Canada

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate