GURUSANKAR G
Bangalore
Summary
12 years of experience specializing in incident management and change coordination. Proficient in ServiceNow and Active Directory, I successfully triaged critical issues to enhance operational efficiency. Well-versed in technical issue resolution and root cause assessment. Aiming to contribute value to a professional opportunity through dedication and commitment to customer satisfaction.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Client Operations Support – Shell Project
Tata Consultancy Services
07.2021 - Current
- Managing the end-to-end incident lifecycle for critical application issues.
- Working on ServiceNow for ticket handling and change tracking.
- Coordinating with global teams for issue triage, RCA, and resolution.
- Participating in CAB meetings and maintaining technical documentation.
- Investigated customer reported problems related to software applications and identified solutions to resolve them.
- Complied with ITIL framework standards.
- Maintained knowledge base articles regarding common issues encountered when using supported applications.
- Resolved escalated tickets related to application support within agreed upon SLAs.
Client Operation Support
Datacore Technologies Pvt. Ltd.
12.2018 - 07.2021
- Incident Management: Triaging, troubleshooting, and resolving critical P1/P2 tickets.
- Change Management: Coordinating deployment activities, patch implementations, and attending CAB calls.
- RCA: Conducting deep-dive analysis and documenting preventive measures.
- Documentation: Updating SOPs, FAQs, and runbooks for recurring issues.
- User Access & Security: Managing AD, SSO, and M365 configurations.
End-user IT Support
Progressive Infotech Pvt. Ltd.
Bangalore
04.2017 - 11.2018
- Provided end-user IT support at Novozymes and AON.
- Responsible for desktop setups, printer/network installations, Outlook configuration, AD user creation, and server monitoring.
- Managed time effectively to ensure tasks were completed on schedule, and deadlines were met.
- Monitored network performance and troubleshooted any issues that arose.
- Provided technical support to users experiencing difficulties with their networks.
Customer Support Engineer
CARE IT Solutions Pvt. Ltd
Bangalore
09.2016 - 04.2017
- Windows OS support, patching, printer installation, and email configuration.
- Backup and network maintenance activities.
- Developed procedures for resolving common customer issues quickly.
- Provided technical support for customers, troubleshooting hardware and software issues.
Support Engineer
Al Yousef Computers
07.2012 - 08.2016
- Support engineer for hardware/software issues.
- Specialised in HP printers, scanners, and LAN installations.
- Trained other team members on relevant technologies and procedures.
Customer Support Engineer
Value Point Systems Pvt. Ltd.
Bangalore
07.2009 - 09.2010
- Troubleshot OS, printers, and MS Office-related issues.
- Developed procedures for resolving common customer issues quickly.
- Provided technical support for customers, troubleshooting hardware and software issues.
Lab Technician
Shanmuga Polytechnic College
Tamilnadu
08.2006 - 06.2009
- Performed basic repairs on broken keyboards, mice, monitors.
- Collaborated with IT staff members on projects related to system upgrades or implementations.
- Installed and configured printers and other peripherals in the lab.
Education
Diploma - ECE
Shanmuga Polytechnic College
HSC -
Sacred Heart Hr. Sec. School
TrichySSLC -
Sacred Heart Hr. Sec. School
TrichySkills
- Windows Server
- Windows 10
- Windows 11
- ServiceNow
- Microsoft 365 Admin Center
- Azure
- Event viewer
- M365 admin portal
- Incident management
- Active Directory
- SSO
- Outlook
- Teams
- SharePoint
- OneDrive
- Printers
- Scanners
- Laptops
- Desktops
- Network troubleshooting
- VPN configuration
- ITIL framework
Certification
- Certified in Computer Hardware and Network Engineering – ACCEL Academy, Chennai
- Completed Laptop Service Training – Wipro
- Azure Database Administrator Associate Certification
Languages
- Tamil
- English
- Arabic
- Kannada
Personal Information
- Date of Birth: 09/30/85
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Accomplishments
- Appreciated by the client for resolving critical incidents that impacted globally
- Received individual appreciation from the customer for resolving the aging incidents
Timeline
Client Operations Support – Shell Project
Tata Consultancy Services
07.2021 - Current
Client Operation Support
Datacore Technologies Pvt. Ltd.
12.2018 - 07.2021
End-user IT Support
Progressive Infotech Pvt. Ltd.
04.2017 - 11.2018
Customer Support Engineer
CARE IT Solutions Pvt. Ltd
09.2016 - 04.2017
Support Engineer
Al Yousef Computers
07.2012 - 08.2016
Customer Support Engineer
Value Point Systems Pvt. Ltd.
07.2009 - 09.2010
Lab Technician
Shanmuga Polytechnic College
08.2006 - 06.2009
Diploma - ECE
Shanmuga Polytechnic College
HSC -
Sacred Heart Hr. Sec. School
SSLC -
Sacred Heart Hr. Sec. School
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