Madan Thinakaran

• To check if there is a high impacting ticket in queue and ensure it is address on high priority
• Need to ensure the tickets are assigned to the appropriate technology teams
• Analyze SLA reports, determine root causes of misses and identify best practices and reconciliation
• Identify potential SLA misses and escalate them according to defined procedure
• Check the queue regularly and ensure tickets are not left unattended
• Handle Daily team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Address user customer service concerns and decide when to escalate problems to specialist team members.
• Develop remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
• Handle high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Worked closely with management teams to plan, develop and execute technical strategies

• Act as a single point of contact for walk-in, phone calls and emails from internal/external employees’/ end customers regarding IT issues and queries.
• Receiving, logging and managing calls from customers via telephone and email.
• Responsible for handling Incident queues, ensure that response and resolution SLA are met as per the SLA’s agreed with the customer.
• Escalate unresolved calls to the appropriate support groups.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Providing Deskside support including IT asset management for Pune Office.
• Collaborating with external IT vendors to resolve user’s hardware issues.

Mac Enterprise Administration

• Application Management and Administration
• Installation and troubleshooting windows VM on Mac
• Integration and adding with the windows domain
• Troubleshooting and Fixing the Keychain and configuration issues
• Data Backup and Time machine management

Microsoft Windows Component Integration

• Installation and configuration of windows Virtual PC
• RSA Secure ID Hard Token and Software Token Administration and Management
• DUO Token Administration and Management
• Quest Software Bit Locker Key management
• Zoom, Bluejeans and Web-ex conference application

Antivirus Management

• Knowledge on Installation and management of Symantec Enterprise Edition, McAfee, Avast, Norton And Microsoft Defender

Virtual Machine Management

• VMware Pool management and VMware workstation management
• Knowledge in Citrix administartion and troubleshooting
• Virtual Network configuration and LAN management

• Used ticketing systems to manage and process support actions and requests.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Assisted with updating technical support best practices for use by team.
• Configured hardware and granted system permissions to new employees.
• Documented support interactions for future reference.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Researched and identified solutions to technical problems.
• Patched software and installed new versions to eliminate security problems and protect data.