Jagan Boopathy
Gudiyattam
Summary
Senior Technical Analyst with a proven track record at Continuserve Softech, delivering exceptional L1 & L2 support and enhancing customer satisfaction. Skilled in managing Azure Active Directory and optimizing IT operations, I excel in incident management and documentation, fostering team efficiency while achieving a 99% success rate in data recovery.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Technical Analyst
Continuserve Softech India Pvt Ltd
Bangalore
04.2019 - Current
- Delivered exceptional L1 & L2 support to VIP users, enhancing customer satisfaction and fostering trust
- Administered ticketing tools (ServiceNow, JIRA) and managed Azure Active Directory and Microsoft 365 environments, streamlining IT operations
- Monitored and maintained network performance focusing on TCP/IP, DNS, DHCP, and IPSec security protocols, significantly reducing downtimes
- Implemented user data backup and restoration processes, achieving a 99% success rate in data recovery operations
- Managed incident and change requests within SLA, documented root cause analyses, and trained entry-level team members, improving team efficiency and response times
- Authored comprehensive technical guides and troubleshooting documentation, enhancing knowledge transfer across the team
IT Support Engineer
State street corporation
Bangalore
01.2018 - 04.2019
- Company Overview: (Client IBM)
- Delivered desktop installation and troubleshooting support, resolving Windows-related issues efficiently, with an emphasis on customer service excellence
- Collaborated with vendors to manage IT inventory, assets, and compliance, ensuring optimal utilization of resources
- Administered user data backup and restore processes, enhancing data security protocols
- Enhanced on-call support operations with a focus on remote assistance and service optimization
- (Experis IT)
Desktop Support Engineer
Cognizant Technologies
Chennai
08.2016 - 01.2018
- Company Overview: (PCS Technology)
- Provided onsite and remote IT support, effectively diagnosing and resolving hardware and software issues through ticketing systems and direct user interaction
- Managed user account administration and email configurations using Active Directory, ensuring seamless access and compliance with security policies
- Utilized SCCM for system performance monitoring, proactively addressing issues and ensuring systems operated at peak efficiency
- Assisted customers with the installation of applications, guiding them through troubleshooting steps for enhanced user experience
- (PCS Technology)
Education
Bachelor of Engineering -
Ganathipathy Tulsi Jain Engineering College
01.2013
Diploma in Electronics and Communication Engineering -
Swamy Abedhanandha Polytechnic College
01.2010
Skills
- Remote Desktop Support
- IT Asset & Configuration Management
- Operating System Configuration (Windows)
- Helpdesk Tools (ServiceNow, JIRA)
- Active Directory & Exchange Management
- Network Administration (TCP/IP, DNS, DHCP)
- Business Intelligence Tools (Tableau, Informatica)
- PeopleSoft administration
- Microsoft Excel
- VBA programming
- L1 and L2 support
Websites
Certification
- Microsoft Certified Solutions Associate
- Informatica Power Center
- Informatica IICS
- PeopleSoft Certification
Timeline
Senior Technical Analyst
Continuserve Softech India Pvt Ltd
04.2019 - Current
IT Support Engineer
State street corporation
01.2018 - 04.2019
Desktop Support Engineer
Cognizant Technologies
08.2016 - 01.2018
Bachelor of Engineering -
Ganathipathy Tulsi Jain Engineering College
Diploma in Electronics and Communication Engineering -
Swamy Abedhanandha Polytechnic College
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