Hazel Perumal

As a system administrator, I was responsible for installing, configuring, maintaining, and troubleshooting servers, networks, and related infrastructure, including device and app management.

• Provided L2 support to resolve technical issues escalated from the helpdesk. Troubleshoot system, network, and application problems.
• Configured and maintained LAN, WAN, VPN, and firewalls. Monitored network performance and troubleshot connectivity issues.
• Created, managed, and removed user accounts and permissions in Active Directory, and other identity systems. Implemented role-based access control and enforced security policies in Intune. Managed email accounts, distribution groups, and authentication protocols (SSO, MFA).
• Implemented and maintain system-level security measures (antivirus, firewalls, endpoint protection). Monitor systems for unauthorized access, vulnerabilities, and security breaches.
• Installed, configure, and maintained physical and virtual servers (Windows). Monitor server performance and uptime to ensure high availability. Applied operating system patches and upgrades regularly. Managed server roles such as DNS, DHCP, AD and Intune

As a SME, I resolved high-priority, complex technical issues escalated from L1/L2 support, ensuring timely and effective solutions with minimal downtime.

• Acted as a point of escalation for unresolved issues, managing communication with clients, and ensuring adherence to SLA.
• Assisted end users in troubleshooting OS, hardware, software, and network-related issues via phone, chat, and email.
• Managed incident resolutions and documented support interactions, including issue details, troubleshooting steps, and outcomes, using the ServiceNow platform to ensure timely and efficient ticket resolution.
• Remote support on resolving common software issues, such as reinstallation, updates, and configuration changes for Microsoft Office and Adobe.
• Monitored system performance to proactively identify and resolve potential risks, preventing disruptions to business operations, and improving team performance.

As a customer service executive in third-party collections for North America, I engaged with customers regarding their outstanding ER physician bills and helped with payment options or billing insurance.

• Proactive outbound calls to ensure timely payments and provide tailored financial solutions.
• Assisted customers in navigating financial obligations, and improving collection efficiency.
• Managed end-to-end insurance billing, including claims handling from eligibility verification to settlement.