Melvin Raj
Summary
Adaptable Messaging Analyst with a strong background in Exchange Online administration, Proofpoint filtering, and mail trace investigation. Recognized for clear documentation, effective triage, and dependable support across IT teams. Total Experience of 6 years in IT, acted as a Trusted SME and floor lead to guide consistent issue resolution in my current scope of work.
Overview
6
6
years of professional experience
Work History
Analyst
Goldman Sachs
Hyderabad
10.2025 - Current
- Ran email trace, analyzed non-delivery reports, and helped fix emails blocked by DLP rules for internal users.
- Assisted in performing checkouts and maintenance tests of various exchange servers to keep the email flow within firm function.
- Managed email security and filtering settings within ProofPoint and provided alternate options approved by Data Risk Management team.
- Monitor, update, and resolve ServiceNow incidents, service requests, and problem tickets within defined SLAs while maintaining excellent ticket hygiene.
- Troubleshoot and resolve complex technical issues across hardware devices, software applications, remote access solutions, and Cisco VoIP telephony systems.
- Manage, administer, and support Microsoft technologies, including Windows 10/11, Microsoft 365, Teams, OneDrive, and Outlook.
- Perform Citrix Virtual Machine (VM) administration and support for virtual desktop infrastructure (VDI) and end-user virtual environments.
- Troubleshoot and maintain Microsoft Intune client deployments, device configurations, and update management processes.
- Provide technical support for market data and financial communication platforms, including Bloomberg Terminal and Refinitiv Messenger.
- Configure and administer Active Directory (AD) user accounts, security groups, organisational units (OUs), and Group Policy Objects (GPOs).
- Served as SME and floor lead when required, guiding team members and supporting consistent service delivery.
- Conducted interviews to help hire potential IT helpdesk agents.
Client Response Service Helpdesk Agent
Goldman Sachs (Supported as a contingent worker)
Hyderabad
01.2024 - 10.2025
- Resolved customer calls, emails, and chat inquiries regarding IT issues, improving response time and user satisfaction.
- Facilitated resolution of escalations related to internal applications, ensuring timely support for affected users.
- Created knowledge base articles to streamline future issue resolution and enhance team efficiency.
- Supported application processes across various firm systems.
Technology Analyst
Infosys Limited
Hyderabad
10.2020 - 01.2024
- Enrolled and maintained Apple devices using JamF, Windows devices through Intune, and Chromebooks via Google admin workspace to ensure operational efficiency.
- Demonstrated proficiency in troubleshooting hardware and software issues.
- Working knowledge of Active Directory, Domains, Group Policies, and OUs.- Supported 97% SLA via ServiceNow for 2,300 employees globally.
- Coordinated cross-team support to provide access and application licenses, enhancing user experience for end users.
- Authored and edited over 20 technical documents to facilitate smooth IT operations and knowledge sharing.
Education
B.Tech - Computer Science and Engineering
SRM Institute of Science And Technology
Chennai06-2020
Skills
- Microsoft 365 support
- Exchange Online administration
- Email trace analysis
- Proofpoint filtering
- ServiceNow
- Technical documentation
- Cisco VoIP Telephony
- Virtual Machine Administration
- Intune management
- Active Directory
Affiliations
- Writing - personal reflections, stories at melvinraj.com
- Passionate film photographer. Archive at melvinraj.in
Timeline
Analyst
Goldman Sachs
10.2025 - Current
Client Response Service Helpdesk Agent
Goldman Sachs (Supported as a contingent worker)
01.2024 - 10.2025
Technology Analyst
Infosys Limited
10.2020 - 01.2024
B.Tech - Computer Science and Engineering
SRM Institute of Science And Technology