Arun Prashanth S
Chennai
Summary
Results-driven IT Support Professional with extensive expertise in Remote Desktop Support, VDI environments, Azure Active Directory, ServiceNow ticketing, and Infrastructure Services. Renowned for delivering insightful technical assistance and resolving complex end-user issues while ensuring high service availability in dynamic environments. Strong background in SLA management, incident resolution, system troubleshooting, and enhancing user experience through seamless support. Demonstrated ability to collaborate effectively with cross-functional teams, mentor junior engineers, and uphold high operational standards with a keen focus on productivity and customer satisfaction.
Overview
9
9
years of professional experience
Work History
EUC & M365
Cognizant Technology Solutions
11.2025 - Current
- Supported end users across 31 M365/Azure AD tenants, resolving identity and access issues.
- Managed user lifecycle, mailbox access, and identity administration in Azure AD.
- Handled Shared Mailbox creation, delegation, and account setup in M365 Admin Centre.
- Performed title updates and tenant-level user attribute corrections across M365 apps and in Azure Active Directory.
- Delivered EUC support for SharePoint, Teams, OneDrive, and Outlook.
- Managed ServiceNow INC/SR tickets end-to-end and contributed to War Room optimization efforts.
Desktop Support Engineer
Cognizant Technology Solutions
04.2025 - 10.2025
- Coordinated with vendors to plan and deliver devices to end users across multiple regions, ensuring timely and accurate deployment.
- Performed OS imaging, initial device configuration, and application setup for first-time use, providing a seamless handover experience.
- Delivered end-to-end support during the stabilization phase, promptly resolving issues to minimize business disruption.
- Worked with clients via command centre bridge to address emerging issues on newly configured devices and managed asset lifecycle until retrieval.
- Executed device retirement by collecting handoff details and preparing comprehensive deployment reports for final submission.
- Traveled to specific regions when required to support deployments and configure machines approximately 30 for successful delivery.
Tech Lead - Remote Desktop Support
Cognizant Technology Solutions
04.2022 - 03.2025
- Ensured SLA compliance and performed daily SLA miss analysis.
- Worked on improving the quality of the service during the transition time of the project.
- Monitored incoming and transferred ServiceNow tickets on daily basis and prepared backlog reports.
- Performed daily quality audits and risk assessments.
- Created SOPs and maintained knowledge bases.
- Worked on incidents and service requests as part of L2 team on priority basis to support end users.
- Worked on multiple mediums to resolve issues for end users through MS Teams, Amazon Connect and Emails.
- Experience in handling L1 and L2 incidents and coordinated with command center bridge to support high priority tickets.
- Performed software installation on end user machines using Beyond Trust remote tool and deployed through VMware horizon tool.
- Worked on end user's desktop/laptop issues related to office applications, one drive, shared drive access and driver issues.
- Recognized as Best Engineer for 3 consecutive quarters.
- Experience in handling the team and driving them on achieving the KRA metrics and showcasing their performance during client calls.
Senior Technical Support Executive
DHL IT Services
04.2020 - 04.2022
- Provided technical support for Europe region (Spain, Belgium, Netherlands).
- Consistently achieved key performance metrics with high quality.
- Managed vendors and improved SLA delivery.
- Resolved issues in MS Office, SharePoint, O365, Cisco, Avaya, printers, and AD.
Technical Support Executive (Contract)
InfoBeans Technologies - DHL IT Services
09.2019 - 03.2020
- Delivered global technical support with optimized effort usage.
- Provided L1 assistance via chat, email, and tickets.
- Monitored and acted on OTM tasks effectively.
- Mentored junior staff, fostering professional growth and knowledge sharing within the organization.
- Analyzed system performance metrics to identify areas for improvement and drive decision-making processes.
Customer Service Support Associate
Sutherland Global Services Ltd
10.2016 - 07.2019
- Responded to user requests and guided troubleshooting.
- Conducted weekly follow-ups ensuring customer satisfaction.
- Led team of 15 in absence of team lead.
- Handled multi-channel support: email, chat, messaging, and tickets.
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Rajalakshmi Engineering College
Chennai04.2016
12th - Computer Science
K.B.J. Gurukkulam Matriculation School
Chennai04.2012
10th - Computer Science
K.B.J. Gurukkulam Matriculation School
Chennai04.2011
Skills
- ServiceNow incident management
- VMware Horizon management
- Service desk management
- Desktop support
- Remote support expertise
- Familiar with GoTo Resolve functionalities
- Proficient in AWS Connect
- Microsoft Azure expertise
- Azure Active Directory management
- Microsoft 365 administration
- End-user computing
- Knowledge sharing expertise
- Collaborative teamwork
- Vendor coordination expertise
Languages
Tamil
Bilingual or Proficient (C2)
English
Advanced (C1)
Projects And Achievements
- KCS crowdsourcing program to improve knowledge articles and link incidents.
- Agents of Change (global) - prioritized strategic focus areas at DHL IT Services.
- Employee Engagement - programs including orphanage support and Home Garden initiative.
- Avaya DAD client - supported migration from Skype to DAD for chat operations.
- Implemented DHL Avaya Desktop as part of #LetsGetDigital.
- GSN - improved tool usability via project contributions.
- SCTASK automation - reduced effort time.
- Global VDI deployment in Telehouse Domains (pilot).
Timeline
EUC & M365
Cognizant Technology Solutions
11.2025 - Current
Desktop Support Engineer
Cognizant Technology Solutions
04.2025 - 10.2025
Tech Lead - Remote Desktop Support
Cognizant Technology Solutions
04.2022 - 03.2025
Senior Technical Support Executive
DHL IT Services
04.2020 - 04.2022
Technical Support Executive (Contract)
InfoBeans Technologies - DHL IT Services
09.2019 - 03.2020
Customer Service Support Associate
Sutherland Global Services Ltd
10.2016 - 07.2019
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Rajalakshmi Engineering College
12th - Computer Science
K.B.J. Gurukkulam Matriculation School
10th - Computer Science
K.B.J. Gurukkulam Matriculation School