Amith Saravanan

• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Resolved common user concerns by utilizing preset issue resolution scripts.
• Answered user product attribute and usage questions to promote satisfactory product ownership experience.
• Engaged in user support interactions via telephone, chat and email platforms.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Discussed customer concerns regarding product usage, billing or Security to promote improved user experience.
• Monitored system performance to identify potential issues.
• Installed and configured operating systems and applications.
• Patched software and installed new versions to eliminate security problems and protect data.
• Researched and identified solutions to technical problems.
• Configured hardware, devices, and software to set up work stations for employees.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Diagnosed and troubleshot hardware, software and network issues.
• Responded to customer inquiries and provided technical assistance over phone.

· Windows and Security Update Management

· Provided on Call, Email, Chat support for B2C and B2B environment

· Network connectivity for both private and public networks

· Conceptual knowledge of Azure & Windows Active Directory, Security, and Access Control

· User administration, License management on O365, Exchange and Azure

· Creation, Access provisioning, Deletion and Management of Shared mailbox, Calendars and DL on O365 portal and EMC.

· Creation of room and resource mailboxes, assigning approval delegates.

· Generating reports from O365 portal as per the Business requirement Working anti-spam filtering and email tracking.

· Working on Project folder creations using scripts depending upon different projects and locations.

· Providing Skype access to users via Skype Admin Console.

· Creation and Migration of Public folders.

· Redirecting emails and granting delegation access to user’s mailbox. Creating, modifying and granting access to User accounts, Security groups, Distribution Lists, Shared Mailboxes, Shared folders and Service Accounts.

· Managing and supporting Outlook issues and support BAU activities as Exchange & O365 administrator.

· Reviewing and updating process and technical documents as per the client’s requirement.

· Cloud computing in general (Azure, Amazon Web Services, Google Cloud Platform).

· Windows and Security Update Management

· Provided on Call, Email, Chat support for B2C and B2B environment

· Network connectivity for both private and public networks

· Conceptual knowledge of Azure & Windows Active Directory, Security, and Access Control

· User administration, License management on O365, Exchange and Azure

· Creation, Access provisioning, Deletion and Management of Shared mailbox, Calendars and DL on O365 portal and EMC.

· Creation of room and resource mailboxes, assigning approval delegates.

· Generating reports from O365 portal as per the Business requirement Working anti-spam filtering and email tracking.

· Working on Project folder creations using scripts depending upon different projects and locations.

· Providing Skype access to users via Skype Admin Console.

· Creation and Migration of Public folders.

· Redirecting emails and granting delegation access to user’s mailbox. Creating, modifying and granting access to User accounts, Security groups, Distribution Lists, Shared Mailboxes, Shared folders and Service Accounts.

· Managing and supporting Outlook issues and support BAU activities as Exchange & O365 administrator.

· Reviewing and updating process and technical documents as per the client’s requirement.

• Azure GCP support – L1
• Monitored systems in operation and quickly troubleshot errors.
• Patched software and installed new versions to eliminate security problems and protect data.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Implemented technical solutions to solve customer issues and increase satisfaction.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Provided antivirus support to end users in 24/7 uptime environment, often working double shifts to accommodate time zones.
• Created user accounts and assigned permissions.
• Diagnosed and troubleshot hardware, software and network issues.
• Monitored system performance to identify potential issues.
• Installed and configured operating systems and applications.
• Responded to customer inquiries and provided technical assistance over phone.

• Adhered to timelines to meet quality assurance targets.
• Adhered to safety procedures and good housekeeping standards to comply with regulations.
• Prepared standard reports and documentation to communicate results to senior management.
• Analyzed and planned workflow, equipment placement and space requirements to improve manufacturing efficiency.
• Delivered public presentations to provide plans and updates on projects.
• Collaborated with development teams, internal customers, and product line management to verify delivery of desired quality requirements to distributors.
• Assisted with coordination of new equipment installation and implementation.
• Conducted audit inspections and independent checks to verify parts and materials.