Lithish Karthik

Training and Development:

Developed comprehensive training programs for new hires, including relevant materials and guides. Provided ongoing training and mentorship to team members.

Communication and Documentation:

Drafted and edited clear and concise memos to communicate investigation findings and recommendations.
Facilitated ticket audits and process reviews to identify performance bottlenecks.

Drove process improvements based on analysis and insights.

Team Leadership and Management:

Promoted to Technical Lead, successfully managing day-to-day operations. Overseen and managed Call Queue, Email, and Self-Service Ticket queues. Created and managed rosters for Business Concierge and MacOS Specialist teams.
Provided L2 support for macOS, training agents on in-house applications.

NPD - New Product Deployment: Troubleshooting and problem-solving Gathering and analyzing user feedback Participating in product testing Creating and maintaining documentation.

Recent Projects:

Designer By Alteryx - 2 Server Prod Release:

Invaluable support in testing the beta release. Extensive troubleshooting efforts enhanced the user experience.

MacOS New Application release - Post Checkouts:

Application: Lumos - in-house built..

Identifying if all the features working as expected or not and sharing the results to developers.

Recognition and Collaboration:

Received numerous appreciations from colleagues for exceptional issue resolution and work experience.

Active Directory and User Management:

Managed new hire onboarding and offboarding processes.
Created and maintained distribution lists and security groups.
Performed password resets and license checks.
Utilized AD Manager Plus for efficient user management tasks.

Remote Access and VPN Support:

Troubleshooted and configured VPN clients (Global Protect, Cisco VPN). Resolved issues related to remote workstation setup and Citrix VDI. Provided support for client applications and software advertising via SCCM and MDM.

Incident Management and Resolution:

Processed and resolved dispatch tickets, focusing on Zoom Application and VPN Client issues. Reported and tracked aging incidents to ensure timely resolution.
Assigned tasks to agents and monitored adherence to SLAs.
Served as Point of Contact in the absence of the Technical Lead.

Knowledge Base and Documentation:

Created troubleshooting steps and maintained comprehensive procedures in the Knowledge Base.
Transferred knowledge articles to ensure knowledge sharing and consistency.

Tool Utilization and Support:

Utilized Active Directory, Microsoft Exchange Admin Console, SCCM, Mainframe, and AirWatch for various tasks.
Troubleshot and configured remote workstations and software applications.

Team Collaboration and Improvement:

Conducted Team Huddles to discuss process updates, address mistakes, and foster continuous improvement.
Ensured effective communication and collaboration among team members.

Assigned tasks to agents, ensuring adherence to SLAs, and reported aging incidents.

Desktop Administration:

Oversaw the administration of MacBook, Mac-mini, and Windows Desktop devices. Installed and configured workstations for optimal functionality and user experience. Ensured a reliable and efficient computing environment for users.

Network Management:

Managed and maintained LAN/Wireless networks for optimal connectivity and performance.
Administered network devices (routers, switches, modems, access points) to ensure network stability and efficiency.