John Karun Raj

· Identify access management, new user creations & deletions on company-based applications.

· Creating Production and testing active directory accounts for end users whoever joins the business.

· Support Clients / Internal Server – Network Infrastructure and coordinating with Service Owners / vendors for issue resolutions and reporting.

· Performing everyday BAU tasks and ad-hoc tasks before the business hours.

· Performing Windows (IT) / Core System operational tasks and report (E.g. Backups, Tape Rotation, VMWare, Antivirus reports etc.

· User mailbox creation, migrations and providing security level access modifications.

· End user computing & Applications support on Citrix platform.

· Monitoring list of Server health checks as part of SCCM Patching and informing the respective teams if the servers is not reachable.

· Providing application support relating to software functionality, incident resolution and system configuration, through various mediums.

· Monitoring Citrix servers CPU performance and reporting to respective team if the CPU utilization is beyond 100%.

· Assess recurring incidents and provide feedback on the accuracy of the Known Errors. Follow standard operating procedures (SOPs).

· Disabling the user accounts in all respective applications as part of leaver process

· Creating guest accounts, security and distribution groups in Azure Active Directory.

· Maintain the company’s compliance standards and ensure timely completion of all mandatory online training modules and attestations.

· Creating knowledge base articles on fixing the issues whenever there is a scope for improvement and adding those articles on service now for end user visibility.

· Changing the Two factor authentication methods for user emails in Azure active directory admin Centre.

· Performing scripting administration tasks using PowerShell for bulk account creations and bulk account disabling.

· Handling monthly audits on Active Directory Production & UAT environment to reconcile user records.

· Installation, support and troubleshooting of Windows 7,8, 10 & Linux utility software’s & fixing issues for users on Citrix and VDI environment users.

· Troubleshooting network issues and fixing network & USB printers and scanners.

· Setting up Cisco Desk Phones to end users physically along with System Setups.

· Allocation of licenses to the users as per the SOP and modifying the mailbox settings in backend such as forwarding, mail trace, calendar permissions & dumpster clearance.

· Managing Incident and Service Request level SLA.

· Meeting the FTF every-time to provide the best possible solutions to end user.

· Following up with the user on time to provide the best possible permanent solutions.

· Accomplishing services, support and organization mission under defined goals & SLA.

• Provide high quality technical support service to US based customers via phone/email and chat
• Talk clients through a series of actions to solve technical issues
• Troubleshoot Windows servers, Exchange servers, network connectivity issues, desktop hardware, printers, smartphones, malware/virus infections, and specific applications
• Create Active Directory and Exchange for users
• Educate end-users on how to use applications
• Manage documented work logs and escalate tickets if needed
• Work with tools like Zendesk, Fresh Service, Salesforce, and more.

• Resolve ISP issues on calls
• Troubleshoot and resolve issues in a timely manner
• Provide efficient and accurate service to customers
• Inform customers about product and service information