Arockia Alex Franklin
Chennai
Summary
Versatile IT Service desk L2 analyst skilled handling ServiceDesk support, Technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Accomplished 2.10 years of total experience as IT Service Desk support L2 analyst (Tech Lead)
Overview
3
3
years of professional experience
5
5
Certification
Work History
Tech Lead - IT ServiceDesk L2 Analyst
Cognizant Technology Solutions India Private Ltd
07.2020 - Current
- Managed IT infrastructure, environment of Windows Operating system and industry standard networking components. Provide support as per requests from various departments
- Provided IT Helpdesk support over chat, call, remote session and Tickets
- Proficient in ServiceNow, BMC Remedy, LogMein Rescue and Live chat consoles, AD, Intune
- Assisted customers with account setup and application installations.
- Provided customers with step-by-step guidance to resolve technical problems
- Responsible for supporting: Windows, MS Applications & other Applications, Cisco any connect VPN and Cisco AMP
- Providing application support, Office 365 Administration, and all kind of troubleshooting issues
- Managed User Account by Active Directory Users and Computer services, Modified and maintained E-mail Address, Mailbox size, Remote access and Mailbox servers
- Worked on Azure management Intune Portal
- Established 3 SOPs for every month based on new issues
- Performed KT session on monthly basis for 50+ L1 analysts
- Worked flexible hours across night, weekend and holiday shifts.
- Proven ability to learn quickly and adapt to new situations.
- Resolved problems, improved operations and provided exceptional service
- Self-motivated, with strong sense of personal responsibility
Education
Bachelor of Engineering - Mechanical Engineering
Jeppiaar Engineering College
Chennai, India04.2019
Higher secondary (12th) -
Tagore Matric Hr. Sec School
Neyveli, India03.2015
SSLC (10th) -
St Antony's Matric High School
Neyveli, India03.2013
Skills
- Technical Support
- Customer Service
- ServiceNow, BMC Remedy Ticket Tools
- LiveChat, LogMeIn Console and WebEx Remote support
- Active Directory Users and Computers
- Customer Service Platform
- Microsoft Office
- Software Troubleshooting
- Network Configuration
- Excellent Communication
- Multitasking Abilities
- Self-Motivated
Languages
Tamil
Advanced (C1)
English
Advanced (C1)
Hindi
Beginner (A1)
Certification
- ServiceNow IT Service Management, Cognizant
- Microsoft MS-100 Certification M365 Identity and Services, Cognizant
- ITIL V3 - Knowledge Based Assessment certificate, Cognizant
- Configure Azure Active Directory, Cognizant
- Amazon EC2 Masterclass (Auto Scaling & Load Balancer), Cognizant
Timeline
Tech Lead - IT ServiceDesk L2 Analyst
Cognizant Technology Solutions India Private Ltd
07.2020 - Current
Bachelor of Engineering - Mechanical Engineering
Jeppiaar Engineering College
Higher secondary (12th) -
Tagore Matric Hr. Sec School
SSLC (10th) -
St Antony's Matric High School
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