Customer Service Active Directory

Sinaj P Thankappan 91-959******* *******@*****.***

15+ years of experience in IT support, Marketing and Sales.. Basic Understanding in Networking, ITIL - Incident Management, Change Management, Capacity Management, Identity Access management, Active Directory and Windows Server.. Expert in documentation and hands on experience in reporting from various tools Riverbed, HPNA, NNMI, Cisco Prime, SNOW, TIM/TAM,

Mentored, managed and drove team to realize strategies and objectives to ensure resolution of issues within the stipulated time

Excellent Communication and Interpersonal Skills

EDUCATION & CERTIFICATIONS:

Post Graduate Diploma in Management (MBA) (Marketing).

Alliance Business School, Bangalore, October 2011.

(Internship from Religare Technologies in ‘Market Research for Healthcare Information Services’)

Executive Education in ‘General Management and Entrepreneurship’

Indian Institute of Management (IIM) Bangalore. (April 06 to December 07)

B.Sc., Mahatma Gandhi University, 1998

Schooling Kendriya Vidyalaya, Kochi.

OTHER QUALIFICATIONS

Certificate in Computing (CIC) from IGNOU

Diploma in Office Automation (DOA) from Cyber Prism

PROFESSIONAL EXPERIENCE:

Organization : Mphasis

Designation : Sr Infrastructure Analyst

Project: Delphi Technologies,

Roles and Responsibilities

●Documentation of reports and all SOP needed for the process

●Ensuring the Team meet their SLA and the deliverables are submitted on time

●Creating SLA reports for client and delivering within the SLA reporting period.

●Troubleshooting issues with the client through RDC and resolving.

●Monitoring of Network using NNMI, HPNA tools

●Checking of Riverbed status through CMC and creating Cases for Degraded Riverbed and follow up till resolution.

●Disassociated AP’s checked on a weekly basis and rectified the issues.

●Checking for Startup and Running Configuration Mismatch and informing the team to work on it and rectify the same.

●Finding the Device failure using HPNA and checking the reason and engaging the engineer to resolve the issue.

●Attending daily and weekly calls for Network and Tools status updates.

●Understanding of ITIL- Incident Management, Change Management and ensuring the L1 also follow up the process without deviation.

●Providing Access to the team in smooth functioning of the project to various tools such as Jump Station, HPNA, NNMI, Service Now etc.

●Providing HA Availability (Redundancy Routers) on a monthly basis in order to improve the productivity

●Managing everyday activities for the L1 and assigning the tasks.

●Extracting Monthly and Weekly reports from NNMi, HPNA, Cisco ACS Server, CMC etc.

●Documenting the daily activities of the project.

●Updating the team regarding the Incidents, Catalogs and Changes and ensuring the tickets do not breach and the changes are done within the window.

●Ensuring the SLA reports are delivered on time to the clients.

●Educating the resources regarding the tools and training them.

●Engage required personal on the change and join calls for approvals

●Scheduling tasks for the team

●Logging the case details in the system and tracking the same to the closure.

Project: AHOLD Security,

Roles and Responsibilities,

●Capable of handling the Incident tickets and resolve them.

●Knowledge in IDM Products (TIM/TAM) and Windows AD

●Providing service and roles to user on priority basis

●Checking request in queue and providing access for smooth functioning of the organization

Project: HCCBL (Coca- Cola),,

Roles and Responsibilities,

●Working on ticketing tool HPSM for Request, Incident and Change Management

●Understanding the terms and conditions of service level agreement, providing solutions to high end clients to meet fixed SLA.

●Adds and maintains user access to IT systems

●ID Management: Creation of ID, providing access in different applications, providing access in share folder and adding users in different groups

●Managing Active Directory on Microsoft Windows Server 2003/2008

●Use profile management in Active Directory

●Managing Blackberry enterprise server manager in server 2003

●Addition, configuration and troubleshooting blackberry handheld devices

●Client end VPN (Nortel) management

●Working on applications in citrix server V10 (XenApp)

●Skills in conducting various process training sessions for enhancing the performance and quality of service

●Taking remote, the client systems through VNC.

●Login to Remote Desktops to provide Temporary Admin access and PGP encryption password to the clients

●Troubleshooting MS-outlook and Lync issue

●Escalating issues to service providers and vendor

●Worked on ticket tool ITSM

●Handling of escalated issue of users

●Accessing Coke servers in order to provide access and check if any issue persists with user’s access.

Organization: Ecoseal

Designation: Assistant Manager

Roles and Responsibilities:

●Managing the everyday functions of the office

●Ensuring the factory workers produce the goods on time

●Guiding the workers and office staff according to order requirements

●Ensuring timely delivery of goods

●Inspecting of products in factory during production process and ensuring quality is in place in each step of manufacturing

●Meeting clients and achieving monthly targets

Organization: 247 Customer Pvt Limited, Bangalore,

Designation: Senior Executive.

Roles and Responsibilities:

●Managing a team of 15 -20.

●Ensuring that the team achieves the monthly target on time

●Guiding the team and training new agents to be successful in achieving goals.

●Assisting the customers with their needs and have received customer accolades.

●Giving feedback to agents and presentations done to maintain their customer service quality

●Completed 5S audits for the department

●Counselling done to absentee cases in the department and improved their attendance level.

Organization: Levis Strauss Limited, Kochi, Kerala,

Designation: Sales-in-Charge

Roles and Responsibilities:

●Achieving sales target for the month, and setting the latest trends in clothing industry within the showrooms

●Contributes to stores financial growth through driving sales, managing expenses and implementing plans for increased profitability.

●Accountability for all operational standards are achieved.

●Assists in the training and retention of a store staff that model Levi Strauss & Company selling practices, deliver authentic customer service and meet sales goals.

●Executes flawless store visual presentation by maintaining visual and store housekeeping standards.

●Assists in the hiring, training and retention of a store staff that model Levi Strauss & Company selling practices, deliver authentic customer service and meet sales goals

●Creates a high energy, compelling store experience for customers by engaging customers and modeling appropriate customer service behaviors to associates

●Ensures consistent adoption of local marketing programs and assets.

●Assists in development of local marketing brief to inform the organization regarding local requirements and opportunities, based on deep understanding of customers, consumers and competitors as well as other attributes of marketplace

●Liaising with all departments to ensure effective integration of the Marketing programs

●Entertaining the best feedback of customers

●Understanding the needs of customers.

Organization: DTDC, Kochi,

Designation: Branch-in-Charge

Roles and Responsibilities:

●Ensuring consignments reach within the cutoff time

●Team Building & Man Management

●Responsible for achieving budgeted collection.

●Responsible for achievement of Sales Target through business associates

●Developed new customer base.

●Handling Internal & External customer complaints

●Responsible for achieving budgeted sales, Operations, Customer Service and collection targets of the Branch

●Expansion of channel network in the region.

●Management of team and guiding the team to achieve targets.

Sinaj P T

Banglore

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