Karthikeyan E

• Supplied end-user assistance for Windows 10, 11 and Autopilot systems via remote and on-site support.
• Fielded average of 10 outbound phone calls to deliver support and remotely resolve service issues.
• Provided basic IT support to office users of desktops, laptops, and devices.
• Offered online and voice-based support responses to customers' operational queries, providing remote ticket resolution or dispatching technicians as necessary.
• Supported user with basic requests like Password reset, Account lock, Bitlocker key, user account related issues etc.
• Handling Mobile Management issues.
• Providing support for SAP Applications, SAP Analysis for Microsoft excel.
• Hand on experience with Ivanti secure access (VPN Software) and Zscaler.
• Handling 2nd level support of LAN and WIFI network issues. In case of network down at site, we analyze the issue in our end and involve the respective Network team based on type of network setup at site.
• Handling website related issues and involve network security team for necessary investigation to resolve issue. If needed we will guide user to raise change request for allowing the websites to access in user machine.
• Handling basic troubleshoot of citrix related issues.
• Handling issue related to Network drive
• Support Office 365 Application, Outlook, Teams, OneDrive etc.
• Handling domain re-join issue.
• Handling server related issues by involving server vendor team with appropriate server templates to resolve.
• Handling all software related requests.
• Worked well in a team setting, providing support and guidance.

To manage the technical relationship with the client with the following responsibilities

Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends

Establish work plans, manage assignments On-Call schedule, meet all operational metrics. (OLAs & SLAs) as established for operations
department. Familiarize the team with the client needs, specifications, design targets, and help them with techniques, tools to improve performance. Help keep the team focused and on track. Monitor, coach, counsel, encourage, motivate, recognize and celebrate team performance

Ensuring issues follow-up and general communication with customer and Internal Teams.

Resolving issues: perform customer specific testing, take logs, communicate with development/feature teams

Act as the Customer’s Single Point of Contact for All IT support related Issues.

*Supported for cloud Based product such as Azure, Dropbox, Symantec, Microsoft office 365 Setup and Tier 1 management.

*Resolve technical issues of expert on client platform while purchase and registering Microsoft cloud Product.

*Support for office 365: Helped in tenant registration and setup off Global user and handling license issues.

*Supported for Exchange : Worked as tier 1 support in Exchange likes of mail delivery issues , Check NDR message and help user to fix email issues , Outlook setup etc.

Active directory setup and user management.

* Supported for Azure: Creating for Azure tenant and setup, creation of user and Assign roles based access. Setup of Virtual machines as per their requirement. RDP and SSL access setup fix basic access issues related to Virtual machine. Supported for Disk related issues and helped in Disk management.

*Virtual machine setup as Domain controller, Web server and fix basic issues with them. Helped on Domain and VM peering. Helped customer to setup and manage windows server 2016. Helped in Backup and Restore Handling and setup in Azure Disk management for Windows server.

*Handled Azure VM issues like Quota request. Create Snapshot , create re-image of virtual machine.

• Providing L1, L2 support and co-ordination to users for biometric device.
• Responsible for all kind of troubleshooting in internal software for PAN India users.
• Supported bio metric related issues PAN India through remote & Tele support.
• Configure and Troubleshoot Bio metric Devices.
• Achievement - Won the performance employer of the year in 2014 for being excellence in delivery support over a year.