Kesavan Dhanasekaran
Chennai
Summary
Results-driven Service Desk Lead with 19 years managing IT support teams and delivering enterprise technical support. Improved service desk efficiency and implemented ITIL best practices to enhance customer satisfaction. Expertise in team leadership, ITSM tools, Windows Server administration, and client stakeholder management.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Service Desk Lead
IT Shoulders Ind Pvt Ltd
Chennai
09.2024 - Current
- Lead and mentor a team of service desk technicians, ensuring SLA adherence and high-quality technical support
- Implemented service desk best practices and SOPs to improve efficiency and effectiveness of service delivery
- Monitored KPIs and service desk metrics, analyzed trends, and identified continuous improvement opportunities
- Coordinated with IT teams and vendors to resolve complex technical issues and effectively managed escalations
- Develop and maintain knowledge base articles, training materials, and service desk documentation
- Conduct regular performance reviews and foster professional growth for team members.
Windows Server Admin - L2
Movate Technology Pvt Ltd
Chennai
06.2014 - 09.2024
- Performed timely Windows patch management and ensured compliance across server infrastructure
- Installed, configured, and managed AD, DHCP, DNS services and FSMO roles
- Created and implemented Group Policies to enhance server security and supported AVG Cloud Care Antivirus for improved protection
- Coordinated UAT and BCP tests, led team movements, and managed new project implementations to ensure seamless transitions
- Prepared RCAs for Windows-related incidents and authored SOPs for recurring issues to streamline troubleshooting and enhance operational efficiency
- Presented weekly service delivery reports to clients and managed key stakeholder communications
Education
Bachelor of Science - Physics
Sri Sankara Arts and Science College
Kanchipuram01-2005
Skills
- Incident Management
- Service Desk Processes
- ITIL Best Practices
- Jira Cloud
- Zendesk
- ServiceNow
- Salesforce
- System Administration
- User Management
- Network Configuration
- Domain Management
- Directory Services
- Policy Management
- Software Updates
- Training
- Mentoring
- Performance Reviews
- Team Leadership
- Client Presentations
- Knowledge Management
Certification
- Microsoft Certified Systems Administrator (MCSA)
- ITIL Intermediate Training – Movate Technology
- Stepping up the Management – Certified Leadership Training, Movate Technology
Awards Recognition
- SPOT Award, Movate Technology, 05/01/23, For the best performance FEB & MAR’23.
- Hi-Flyer Award, CSS Corp Pvt Ltd, AMJ 2015-16, For the quarter.
- SPOT Award, WIPRO, 06/01/08, For the best Customer Support Engineer.
- Certificate of Appreciation, Wipro, 11/24/07, For my contribution project to ABN AMRO in south 1 Region for the year 2006-07.
- BRAVO Award, ABN AMRO, 08/01/07, For being a part of the best service delivery team in south region.
Languages
- Tamil
- Telugu
- English
- Tamil
- Telugu
Disclaimer
I hereby declare that all the above given information is true to the best of my knowledge with regards.
Skills
Team Leadership, Performance Reviews, Mentoring, Training, Client Presentations, BCP/UAT Coordination, Jira Cloud, Zendesk, ServiceNow, Salesforce, Okta Admin, Docusign Admin, ADM, Windows Server, Active Directory, DHCP, DNS, FSMO Roles, Group Policy, Patch Management, AVG Cloud Care, ITIL Best Practices, RCA, SOP Documentation, Service Desk Processes, Knowledge Management
Personal Information
- Passport Number: U9527740
- Father's Name: V.N Dhanasekaran
- Date of Birth: 04/08/84
Timeline
Service Desk Lead
IT Shoulders Ind Pvt Ltd
09.2024 - Current
Windows Server Admin - L2
Movate Technology Pvt Ltd
06.2014 - 09.2024
Bachelor of Science - Physics
Sri Sankara Arts and Science College