DEEPAK P
Chennai
Summary
Skilled IT Analyst with 5 years of experience in technical support for enterprise environments. Specializes in L1 and L2 troubleshooting across hardware, software, and cloud infrastructure. Expertise in user lifecycle management via Microsoft 365 and Active Directory, alongside incident management in ServiceNow. ITIL Foundation certified, dedicated to security remediation and collaboration with Networking and Cyber Security teams.
Overview
3
3
Languages
1
1
Certification
6
6
years of professional experience
Work History
IT ANALYST
Tata Consultancy Services
Chennai
11.2024 - Current
- Managed ServiceNow on-boarding and off-boarding tasks while handling 10 to 20 troubleshooting incidents, consistently achieving SLA level of 98%.
- Supported Change Management assignments and worked closely with the Network Team to Migrate all users from Zscaler to GlobalProtect.
- Participated in live bridge calls with multiple teams to resolve critical P1 and P2 disruptions, analyzing and fixing issues within agreed response time.
- Instructed clients on the process of setting up Multi-Factor Authentication (MFA) using Cisco Duo to allow them to securely sign into their Virtual Desktop (VDI) environments.
- Followed Standard ITIL, Agile, Lean, ISO/IEC 27001, RiO (Rigor in Operations) guidelines daily to keep our IT operations organized, efficient and highly secure.
- Identified security incidents from impossible travel alerts and unauthorized access, revoking compromised sessions via Active Directory and Microsoft 365.
- Maintained accurate notes on every single incident ticket so that team was aware of the developments in the case history.
- Conducted interactive sessions on security awareness to inform users on how they can recognize that a message is a phishing attack and what are the characteristics of strong passwords.
- Provided store staff access to various production applications using IBM i Access. provided access to various production applications for the store staff.
Customer Service Associate (Operations)
IRIS KPO
Chennai
02.2024 - 09.2024
- Assisted clients in transitioning from outdated payroll systems like GP and IBP Payroll to IRIS Cloud Options including Staffology and Cascade HR, enhancing their operational efficiency.
- Delivered interactive product demo sessions for customers to explain how their new IRIS software functions, helping them navigate features so they felt confident using the platform.
- Utilized LogMeIn to remotely connect to clients' computers securely, was involved in the complete installation of requested software and troubleshooting licensing and activation issues.
- Delivered interactive product demo sessions for customers to explain new IRIS software functions, enabling them to navigate features confidently.
Technical Support Engineer
Zebronic India Pvt Ltd
Chennai
09.2022 - 06.2023
- Responded to customer queries and technical concerns via Instagram, Facebook, WhatsApp, and Zoho CRM for Zebronic products, enhancing customer satisfaction across sound bars, party speakers, projectors, IT peripherals, and lifestyle products.
- Responded to customer queries and technical concerns via Instagram, Facebook, WhatsApp and Zoho CRM for the entire Zebronic line of the products such as sound bars, party speakers, projectors, IT Peripherals and lifestyle products.
- Handled 20 to 30 technical queries daily using Zoho CRM, ensuring prompt and effective support for customer issues.
- Explained step-by-step procedures for troubleshooting peripherals and attempted to resolve issues during the first call.
- Explained step-by-step procedures for troubleshooting peripherals and attempted to resolve issues during the first call.
- Developed FAQs and Knowledge Base articles for Zebronic, streamlining information access for customers and support team.
Technical Support Associate
Tech Mahindra
Chennai
10.2021 - 02.2022
- Delivered inbound technical support for queries from leading telecommunications company in Australia, ensuring high levels of customer satisfaction.
- Diagnosed and resolved telephone line issues for customers via phone, enhancing overall service experience.
- Conducted troubleshooting using specialist tool and procedures to locate and solve the issues connected with either lines or services.
- Verified line functionality and escalated unresolved issues to field technicians for timely on-site resolution.
Process Associate
AGS Health
Chennai
10.2021 - 02.2022
Process Associate
Team Lease
Chennai
11.2020 - 01.2021
Education
B A - CRIMINOLOGY & POLICE ADMINISTRATION
UNIVERSITY OF MADRAS
Chennai, IndiaSkills
- Technologies Known: Microsoft 365, Active Directory, IBM i Access, Microsoft Sentinel, PowerShell Shell
- Endpoint Management: Intune, SCCM
- Ticketing Tools: ServiceNow, Salesforce, Zoho Desk
- Frameworks Known: NIST (CSF), ISO/IEC 27001, ITIL, NIST (RSM), HIPAA, AGILE, Lean
Certification
- ITIL FOUNDATION, Tata Consultancy Services
- SC-200: Security Operations Analyst, Microsoft 2026 - 2028
- SC-300: Identity and Access Administrator, Microsoft 2025 - 2027
- AZ-900: Azure Fundamentals, Microsoft
- MS-900 Microsoft 365 Fundamentals, Microsoft
PROJECTS
Tata Cybersecurity Security Analyst Job Simulation: Completed a job simulation covering identity and access management (IAM) principles and cybersecurity best practices with a Tata Consultancy Services Cybersecurity Consulting team. Acquired expertise in IAM principles, cybersecurity best practices, and strategic alignment with business objectives. Delivered comprehensive documentation and presentations, showcasing the ability to communicate complex technical concepts effectively., Mastercard Cybersecurity Virtual Experience Program: Completed a job simulation where I served as an analyst on Mastercard's Security Awareness Team. Helped identify and report security threats such as phishing. Analyzed and identified which areas of the business needed more robust security training and implemented training courses and procedures for those teams
Languages
English
Advanced
C1
Tamil
Proficient
C2
Telugu
Intermediate
B1
Timeline
IT ANALYST
Tata Consultancy Services
11.2024 - Current
Customer Service Associate (Operations)
IRIS KPO
02.2024 - 09.2024
Technical Support Engineer
Zebronic India Pvt Ltd
09.2022 - 06.2023
Technical Support Associate
Tech Mahindra
10.2021 - 02.2022
Process Associate
AGS Health
10.2021 - 02.2022
Process Associate
Team Lease
11.2020 - 01.2021
B A - CRIMINOLOGY & POLICE ADMINISTRATION
UNIVERSITY OF MADRAS