Archana Ravi
Chennai
Summary
Support Engineer with 6.5 years of experience in M365 services, Active Directory, networking, Citrix, and system troubleshooting. Expertise in resolving complex technical issues and optimizing system performance. Adaptable professional with a quick-learning ability and a talent for adjusting to new environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
SPECIALIST
HCL TECHNOLOGIES Ltd
03.2022 - Current
- Managed user accounts and provided L1 and L2 technical support for global clients.
- Diagnosed and resolved hardware, software, and network issues to minimize client downtime.
- Troubleshot remote desktop connectivity using RDP and logmein tools.
- Utilized ServiceNow for incident management and ticketing system efficiency.
- Resolved Teams and Outlook mobile issues on iOS and Android devices.
- Implemented multi-factor authentication (MFA) using Okta to enhance system security.
- Created and updated documentation for operating procedures and troubleshooting guidelines.
- Collaborated with cross-functional teams and vendors to resolve application-related issues.
- Bit locker recovery and Trellix recovery support.
- OS and software installation.
SYSTEM ADMINISTRATOR
WIPRO LIMITED
12.2020 - 03.2022
- Created user accounts and managed access rights for users.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Handled high-priority issues, escalating to teams for prompt resolution.
- Configured and troubleshoot wireless networks, optimizing signal strength.
- Provided technical support and training to users, improving system understanding, and reducing support requests.
- Provided technical support to end users on various Citrix applications, including XenDesktop, XenApp, and Netscaler Gateway.
IT ANALYST
HCL TECHNOLOGIES Ltd
02.2018 - 05.2020
- Resolved inbound (phone, chat, self-service, virtual ,email tickets ) hardware and software issues to maintain operational efficiency.
- Troubleshoot network connectivity problems to restore service promptly.
- Provided after-hours support to ensure 24/7 system availability and customer satisfaction.
- Provided infrastructure support, documented tickets, and ensured follow-up and closure within SLA.
- Maintained accurate records of customer interactions, inquiries, and resolutions in the helpdesk database.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
Education
B.E - Electronics and Instrumentation Engineering
Velammal Engineering College
Chennai01-2016
Skills
- Customer Support & Troubleshooting
- Remote desktop support
- Incident management
- Effective Communication
- Team Collaboration
- Ticketing systems and documentation
- Network troubleshooting
- User account management
- Problem solving
AREA OF INTEREST
- L1 Citrix support experience
- Knowledge on Citrix/XenApp & VDIs
- VMware vSphere
- VMware Horizon
- Citrix workspace
- Active Directory
- M365 support
Hobbies and Interests
- Drawing & Painting
- Arts & Crafts
- Dancing
Achievements
- Achieved 100% CSAT and SLA compliance by streamlining incident resolution processes.
- Improved first call resolution (FCR) and enhancing customer satisfaction.
- Achieved a good percentage of the matrix on a monthly basis, and the customer satisfaction rate.
- I gave a heads-up to the escalation calls with the client or customer, and followed up with the escalation teams for situations to prepare the root cause analysis
- Best performer for three quarters in a year, and handled the team.
Languages
- Tamil (Speak, Read, Write)
- English (Speak, Read, Write)
Personal Information
- Father's Name: M.Ravi (Late)
- DOB: April 1st 1994
- Nationality: Indian
- Marital Status: Married
Certification
- Certified AZ-900 Fundamentals
Timeline
SPECIALIST
HCL TECHNOLOGIES Ltd
03.2022 - Current
SYSTEM ADMINISTRATOR
WIPRO LIMITED
12.2020 - 03.2022
IT ANALYST
HCL TECHNOLOGIES Ltd
02.2018 - 05.2020
B.E - Electronics and Instrumentation Engineering
Velammal Engineering College
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