Darwin Arockiaraj

Client - ACCOR

• Provide end user support for United Arab Emirates (UAE) in the Middle East users through call, chats and remotely (Bomgar, RDP, Windows remote assistance, Teams)
• Monitoring and handling the tickets through ServiceNow tool based on priority and SLA as per the ITIL process on daily basis
• Application deployment and installation through SCCM console based on BU requirement and managing the issue
• Managing Active Directory: Users and groups, GPO management, DNS and DHCP
• Knowledge about hotel opera and symphony applications
• Handling Citrix connectivity, Certificates and applications and managing VDI desktop
• Managing Bomgar remote tool providing session to vendor
• Outlook 2016 configuration and troubleshooting the issues such as latency, mailbox related, storage extension, PST addition and external source mail permission
• Working with problem management team for escalated issues and tracking the updated status, workarounds and permanent resolution
• Networking support for, LAN, WAN configuration, mobile devices and network printers
• Supporting for VPN connectivity and data synchronization
• Experienced in Active roles portal (ARS) for creating shared mail box and user management.
• Performed troubleshooting activities to identify root cause of system issues.
• Tested new products prior to deployment in order to verify compatibility with existing systems.

Client - SAP LABS

• Provided internal IT support through Avaya agent application for entire BLR region through calls, chat and remotely
• Mapping hard token & Soft token to users
• Intune portal add and remove IMEI and security group confirmation
• Software installations required for clients over remote.

Client - Infosys

• Troubleshooting the SCCM Non-compliance Machine
• Installation and configuration VPN like global protect
• Troubleshooting issues related to VPN Eg
• Check-point End security, Cisco Any connect, Pulse secure etc
• Installation of software like MySQL, java, SQL server, oracle, adobe, Microsoft office, Microsoft Visio etc
• If required escalating the required ticket for L3 support in further assistance of the user
• Citrix receiver installing and troubleshooting issue related to it
• Provide support to the secured ODC user resolving various issues.

Client - AGS Health care

• Deploying OS like windows 7,8,10
• Printer Configuration and Troubleshooting issues related to printer
• Resolving hardware related issue like RAM & Hard disk
• Good experience in resolving issue like BSOD and Network adapter
• Troubleshoot connectivity issues WIFI and VPN & LAN
• Experienced in service now Ticketing tool to provide the resolution within an SLA Period
• Providing the support to users over Voice, chat, outlook and Remote Access.