Harini N

I am currently working in the Intune Application and ESC Outlook Team for the Caterpillar Project.

Key Responsibilities:

• Provided Tier 1 and Tier 2 support for users across Microsoft 365 services, with a focus on Intune device management and Outlook email troubleshooting.
• Assisted users with Intune enrollment, compliance policies, app deployment, and remote device actions (wipe, lock, retire).
• Diagnosed and resolved Outlook issues including mailbox access, sync failures, calendar conflicts, and delegate permissions.
• Collaborated with the ESC Outlook Team to escalate and resolve complex email-related incidents.
• Used ServiceNow to log, track, and manage incidents, ensuring SLA compliance and timely resolution.
• Delivered remote support via tools like TeamViewer, Any Desk, and Remote Desktop.

Technical Skills:

• Configured mailboxes, resolved PST/OST issues, and synchronized calendars in Outlook.
• Executed device enrollment, enforced policies, and deployed apps using Microsoft Intune.
• Facilitated remote actions to enhance device management efficiency in Intune.
• Administered Microsoft 365 applications including Teams, OneDrive, Excel, Word, and Exchange Online.
• Managed Active Directory tasks such as password resets and account unlocks.
• Conducted VPN setup, DNS/IP troubleshooting, and proxy configuration for networking.
• Utilized ITSM tools like ServiceNow for effective ticket lifecycle management.

Achieved over 95% first-contact resolution rate for Outlook-related tickets.

I have worked as a Graduate Trainee in the Service Desk team for 9 months and audited the tickets for 3 months in Caterpillar project. I played a key role in delivering real-time technical support and customer service through digital channels. This position helped me build a strong foundation in IT service management, communication, and problem-solving.

Key Responsibilities:

• Resolved software, hardware, network, and access issues via live chat.
• Logged and tracked incidents using ServiceNow for timely resolution.
• Guided users through troubleshooting steps, and escalated complex cases.
• Maintained FAQs and documentation to boost resolution rates.
• Educated users on enterprise tools and self-service options.
• Met KPIs for response time, resolution speed, and satisfaction.

Skills Developed:

• Clear, user-focused written communication across varied technical levels.
• Troubleshooting Windows OS, Office 365 suite (Outlook, Teams, Excel), SAP Power BI, VPN connectivity, remote desktop tools (RDP, Citrix), and basic Active Directory, Identity IQ, Clues, and Scripty tasks.
• Diagnosing network issues (IP configuration, DNS, proxy settings), and resolving printer and peripheral device errors.
• Familiarity with the ITIL framework, incident lifecycle, and SLA adherence.
• Experience with ticketing systems like ServiceNow and remote support tools (TeamViewer, AnyDesk).
• Collaboration with cross-functional teams to improve service quality and user experience.

Highlights:

• Achieved high first-contact resolution rates.
• Helped improve the chatbot by analyzing frequent queries.
• I attended weekly training to strengthen my tech and support skills.