Karuthamma P
Senior Support Engineer
Thirupattur
Summary
To attain a challenging position, where I can make good use of my ability to contribute my best services to the organization and society and to improve my professional growth.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certificate
2
2
Languages
Work History
Senior Engineer- Cloud and Infra management
LTIMindTree
04.2021 - Current
- Providing troubleshooting assistance through the use of remote controls tools such as SCCM, LMI Remote control and Quick assist to connect to customers for remote support.
- Interprets, analyses, diagnoses, documents and resolves Level L1 issues related to internally supported hardware and software within first call.
- Follows-up on open ticket, unresolved tickets, scheduled hardware and software upgrades, systems level issues, tickets that are escalated to other departments.
- Communicates resolution status proactively to ensure customer timeframe expectations are met or exceeded.
- Troubleshooting and resolving On-premises/Cloud services-related issues.
- Create User account and assign permission on Azure AD.
- Develop and train service Desk and Endpoint support to resolve level 1 and 1.5 office 365 issues.
- Expertise in first level of migration related troubleshooting.
- Expertise on identity, mailbox, DL, & Teams management.
- Install and configure Windows10 OS.
Desktop Support Engineer
Trigent solutions (ClientACCENTURE)
chennai
03.2019 - 04.2021
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Walked individuals through basic troubleshooting tasks.
- Prioritized, tracked and documented problem resolutions, notifying customers of issue status.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware, devices, and software to set up work stations for employees.
- Handled compliance related issues such as AV, SCCM, DLP, Patching, Encryption.
Service Desk Engineer
Alchemy Tech Solutions (ClientVIRTUSA)
03.2018 - 03.2019
- Handled Inbound and Outbound Calls.
- Respond and resolved customers reported issues with the SLA.
- Resolving customer issues within SLA.
- Resolved customer complaints in prompt, polite and professional approach.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
B. TECH-IT - Bachelor of Technology
Bannari Amman Institute Of Technology (Autonomous)
08.2012 - 03.2016
HSC -
State Board
Shri Amritha Higher Scondary School 06.2011 - 03.2012
Skills
Hardware Support
Windows Operating System
Microsoft 365
Problem Solving
On Premises AD
Remote Support
LAN/WIFI issues
Certification
Azure AZ900
Timeline
Azure AZ900
01-2026
Senior Engineer- Cloud and Infra management
LTIMindTree
04.2021 - Current
Desktop Support Engineer
Trigent solutions (ClientACCENTURE)
03.2019 - 04.2021
Service Desk Engineer
Alchemy Tech Solutions (ClientVIRTUSA)
03.2018 - 03.2019
B. TECH-IT - Bachelor of Technology
Bannari Amman Institute Of Technology (Autonomous)
08.2012 - 03.2016
HSC -
State Board
06.2011 - 03.2012
Tool Knowledge
- Remote Tool- SCCM, LMI Remote Tool, QuickAssist, Teams
- Ticketing Tool - Jira, Service-now
- Server Monitoring Tool- PRTG, Solarwinds, Xymon, Cohesity.
- Meeting Tool- Zoom, WebEx,Teams.
Tool Knowledge
- Remote Tool- SCCM, LMI Remote Tool, QuickAssist, Teams
- Ticketing Tool - Jira, Service-now
- Server Monitoring Tool- PRTG, Solarwinds, Xymon, Cohesity.
- Meeting Tool- Zoom, WebEx,Teams.