Harihara Prathaba Seelan Gunaseelan

Client

• End users of SQ1 security technology
• Pro1 Health systems private limited
• Corro Health

Model served

• B2B & B2C

Key responsibilities

• Started as Junior IT Support Engineer and promoted to IT Engineer; acted as first point of contact for end-user issues, providing troubleshooting or escalating to Network/Cloud teams.
• Conducted routine testing for client sites (Ciox, Reveleer, Datavant etc.)
• Provided Tier 1 and 2 IT support, delivering troubleshooting and technical assistance to employees across multiple departments, including Marketing, HR, Admin, Development, Design, Finance, and IT.
• First point of contact for resolving end-user issues with systems, network issue and slowness and applications like M365, WPS Office etc.

Mailbox responsibilities

• Handled creation, deletion, and modification of end-user mailboxes across both Zoho Mail and Microsoft 365 domains.
• Coordinated with Zoho and Microsoft 365 support teams to resolve email issues requiring vendor-level intervention.
• Generated NDR reports in the M365 tenant to analyze failed or bounced emails and diagnose root causes.
• Managed Zoho Directory to review users’ MFA, TFA, and mailbox-related status and reports.
• Served as the point of contact for escalating unresolved issues to Zoho or Microsoft 365 support teams after internal troubleshooting.
• Fresh Service responsibilities
• Collaborated with Fresh service admin leads to continuously monitor and validate the performance of automations and workflow configurations.
• Provided strategic recommendations for implementing additional automations and custom fields in Fresh service to enhance process efficiency and optimization.
• Monitored overdue tickets and routed them to the appropriate teams to prevent SLA breaches.
• Created problem tickets and change requests for global issues or required network changes

Active Directory responsibilities

• Administered creation and removal of user profiles, organizational units, security groups, and related configurations in Windows Active Directory as part of employee onboarding and offboarding processes.
• Conducted monthly Active Directory audits to identify and remove unwanted user profiles and organizational units (OUs).
• Created user profiles with specific domain names to enable smooth VPN access for remote employees.

Hardware responsibilities

• Monitored CPU performance using tools like Antutu and PowerShell scripts to assess clock speed, heat generation, and other metrics, and submitted reports to management for procurement decisions.
• Performed basic troubleshooting, such as hard reboots, for user hardware issues and coordinated with the Asset team for replacements or further investigation.
• Resolved hardware issues by inspecting components and updating drivers.
• Configured and set up new devices according to user requirements and assigned them for operational use.

Compliance and audit responsibilities

• Conducted regular audits of end-user devices to ensure only approved applications are installed, sourced from legitimate sites, and updated to the latest versions.
• Monitored devices via Bitdefender and Sophos admin consoles to ensure compliance with security policies and that all systems had the latest Windows patch updates.
• Performed regular checks to ensure the “SQ1” Shield application was updated to the latest version on all devices and coordinated with the SOC team to review logs in the Wazuh platform.
• Performed regular checks to ensure antivirus and firewall policies were applied and properly reflected on all devices.

Ticketing responsibilities

• Conducted weekly audits of overdue tickets in the Fresh service portal, notifying senior management or initiating escalations as necessary.
• Documented steps to automate the ticketing process for new issues and emerging ticket types submitted by end users.
• Coordinated with the Asset team for asset management and with the Network team to implement change request processes in Fresh service.

Employee on boarding and off boarding responsibilities

• Collaborated with the HR team to ensure seamless employee onboarding by promptly creating mailboxes, Active Directory profiles, and access control accounts, enabling smooth operations from day one and deleting all the profiles for an off boarded employee.

External Stakeholder Engagement

• Appointed as the primary point of contact for our client, Corro Health, responsible for the following duties:
• Liaised with the Corro Health IT team as needed, ensuring all devices at our location function smoothly within their remote desktop environment.
• Performed regular OS updates and generated hash values using PowerShell scripts to ensure smooth system operations.
• Participated in remote calls with the Corro Health IT team as needed to resolve end-user issues.
• Acted as a liaison between the Corro Health IT team and our IT team, communicating updates and changes as required.
• Coordinated with the Network team to implement changes in the firewall, switches, or server room, adhering to work restrictions and protocols.
• Coordinated with the Asset Management team to track the status of faulty devices and review associated call logs.
• Ensured all VLANs are configured under VPN routing in accordance with client requirements.

Tools utilized

• Fresh Service for ticketing
• Zoho admin console and directory
• M365 admin centre
• AWS VPN Client
• Forticlient VPN
• Spectra for access management
• Sophos dash board for VLAN status

Model served

• B2B
• B2C (Business to Clients)

Client

• Telstra

Model served

• B2C

Key responsibilities

• Provided technical support to Telstra customers and end users for internet and home phone issues via email, calls, and live chat.
• Conducted remote sessions to troubleshoot internet connectivity issues within customer computer systems.
• Resolved technical problems across multiple network technologies, including Fibre (FTTP, FTTC, HFC) and Copper (ADSL, ADSL2+).
• Diagnosed and troubleshot network issues using modem MAC addresses and serial numbers under various cable access types.

Tools utilized

• Salesforce
• LivePerson
• ServiceNow
• Webphone

Service region

• Australia

Work arrangement

• Remote

Client

• AT & T

Key responsibilities

• Providing IT support for the desktop, laptops, printers for the end users of AT&T company, through the incoming calls from the global users.
• Creating incidents for all the calls from the end users with strictly abiding to company’s quality parameters and with the client’s requirements.
• Performing troubleshooting for Microsoft products like Outlook, Skype, Teams, Webex and other applications.
• Remotely accessing the user’s system to provide end to end support for the users.

Tools used

• Service now for incidents.
• Cisco VPN mobility clients.
• Desktop reporting systems.
• LMI for remote (Log me in rescue).
• Active directories through reaper.
• VM Ware horizon client.
• Avaya 1X for handling calls.

Service region

• United States

Work arrangement

• Remote

Client

• Telstra

Model served

• B2C

Key responsibilities

• Troubleshooting the customer’s internet issue through the incoming calls at a given time.
• Assisting the customers under three different types of technology user for their internet service like Cable, ADSL and NBN technologies.
• Troubleshooting the issues like authentication, syncing, dropping speed, dropping time in the customer’s modem through the light statuses.
• Creating cases through SIIAM tool for the issues which needs a L2 level support.
• Tools used: Online Asynchronous Tactical Systems (For checking customer's landline status), Agent work bench tool (For call handling, forwarding, muting & call holding), Sibel, SIIAM (For case creation), Webmail email integration tools (For troubleshooting webmail related issues)

Tools Utilized

• Online Asynchronous Tactical Systems
• Agent Workbench Tool
• Siebel
• SIIAM

Service region

• Australia

Work arrangement

• Onsite

Clients

• Uber
• Amazon

Model Served

• B2C (Business-to-Consumer)

Key Responsibilities

• Delivered email-based technical and account support to customers for Amazon.com Prime and the Uber mobile application.
• Administered account-related activities, including processing charges and issuing refunds for faulty Amazon Prime purchases.
• Diagnosed and resolved quality and technical issues affecting audio, video, applications, and games using specialized client tools.
• Evaluated the performance of digital purchases by analyzing data transfer rates, pixel resolution, and bandwidth utilization.
• Provided clear, step-by-step troubleshooting guidance via email, ensuring prompt and effective issue resolution.

Tools Utilized

• Braintree (PayPal)
• Amazon CSCentral
• Alexa & Fire TV Stick Support Tools

Service Regions

• Southeast and North Asian markets

Work Arrangement

• Onsite