Kavitha Saravanan

MDM - Intune

• Ensured quality control during Intune migrations, supervising seamless configuration and customization deployments.
• Actively resolved user issues, providing advanced troubleshooting to improve the overall user experience.
• Streamlined device lifecycle management by initiating and managing device retirement and removal procedures.
• Supported users in device migrations while maintaining accurate records in Excel, ensuring minimal disruptions and successful transitions.

L1.5 Support

• Managed and resolved incident and request tickets in ServiceNow, delivering L1.5 support to users in the pharmaceutical sector.
• Escalated complex issues to higher support levels, ensuring timely resolutions for critical incidents.
• Delivered efficient solutions within established timelines, mitigating potential adverse effects on dependent application components.
• Effectively addressed critical tickets, providing tailored solutions to meet user needs.
• Maintained accurate documentation by uploading application activity reports on a weekly and monthly basis.
• Authored new application tips documents and knowledge base articles to enhance user support and resource accessibility.

• Received and compiled error reports from clients, communicated with vendors for prompt error resolution
• Monitored incoming emails, verified and validated corrected files from vendors for accuracy before processing
• Managed the upload process of updated article files, verified successful uploads, and confirmed completion to clients