KARTHIK V

• Managed user accounts and groups in Exotel and Ameyo Telephony Platforms, including creating user IDs, assigning roles, and setting up access controls.
• Created IVR flows and assigned DID numbers to campaigns, as requested by users.
• Monitored real-time user activity, call logs, and system reports via the Exotel admin panel; provided issue resolution and user support.

Tracked call task activity and delivered performance reports.

To supervisors and team leads.

• Skilled in troubleshooting and resolving macOS and Windows operating system issues.
• User onboarding and offboarding, IT asset provisioning and recovery, access management (Active Directory, VPN, email systems), employee lifecycle management.
• Microsoft Outlook Troubleshooting: Office 365 License Management, Outlook issues like IMAP and POP, End-to-End.
• Active Directory & Group Policy Management - Administered and maintained Active Directory (AD), including user account creation, group management, and OU structure. DNS Configuration and Troubleshooting: Configured and troubleshot DHCP for dynamic IP allocation, and DNS for internal name resolution.
• Zoom Admin Console Management.

Webinar and Virtual Event Support (Meetings, Townhalls).

Recording, backup, and storage management, usage reporting, and analytics. Zoom License & Billing Management, End-User Collaboration Tool Support.

• Ensured proper dashboard visibility and access control based on user roles and department requirements. Resolved user issues related to portal login, access restrictions, and permission errors. Coordinated with team leads to provision or revoke dashboard access as per project or security needs.
• Zoho Support Ticketing Tool maintained clear communication with users throughout the ticket lifecycle, and ensured closure after confirmation of issue resolution. Regularly monitored ticket queues to maintain SLA compliance, and ensure prompt follow-up on pending requests.
• Zoho Mail and Google Workspace Administration. User ID and Group Creation. Email Forwarding and Routing Rules, Access Permissions, and Account Security. Troubleshooting Email Delivery Issues.
• Adobe Creative Cloud Administration: License Assignment and User ID Management; Troubleshooting Adobe app and access issues.

• Virtualization & Remote Access: Experienced with Citrix Desktop Player called VDI for delivering virtual desktops and managing secure remote access Supported remote users via Citrix Desktop Player, ensuring stable Configured and maintained software inside VDI to enable encrypted access to internal network resources.
• Managing, troubleshooting, desktops hardware and software assets
• Performed troubleshooting and root cause analysis for hardware and software issues to minimize downtime.
• Installed, configured, and upgraded operating systems and business-critical applications.
• Conducted regular audits and maintained accurate records of IT assets, including desktops, laptops, and licensed software.
• Ensured compliance with company IT policies and procedures regarding asset management and software usage.
• Configuration & Upgrading desktops