Mohanraj M

Azure Infrastructure & Services

• Designed and deployed: virtual machines, storage accounts (Azure Blob Storage, Azure Files), and other Azure resources utilizing the Azure Portal and PowerShell cmdlets (e.g., New-AzVm, New-AzStorageAccount).
• Managed storage solutions: including configuration of replication and access controls for optimal data organization and security (e.g., Set-AzStorageAccountReplication, Set-AzStorageContainerAcl).
• Established secure network environments: by designing and implementing virtual networks, subnets, and network security groups using PowerShell cmdlets (e.g., New-AzVirtualNetwork, New-AzSubnet, New-AzNetworkSecurityGroup).
• Leveraged Azure Monitor and Log Analytics: to facilitate comprehensive data collection, analysis, and centralized logging for proactive performance monitoring and troubleshooting (e.g., Get-AzLogAnalyticsWorkspace).

Office 365 & Identity Management

• Managed user information within Active Directory (AD): ensuring accurate user profiles and facilitating smooth employee onboarding and offboarding processes.
• Administered Office 365 environments: including mailbox creation, migration, and management for efficient user onboarding and collaboration.
• Utilized Okta for: single sign-on (SSO) implementation and user provisioning, streamlining access management across applications.
• Configured Exchange servers: for creation and maintenance of distribution lists and shared mailboxes, facilitating efficient team communication.
• Possessed expertise in: Intune for device management, Multi-Factor Authentication (MFA), and two-factor authentication to implement robust identity and access management practices.

Technical Support & User Management

• Provided technical support to users: including onboarding new employees, assisting with password resets, and troubleshooting software and hardware issues.
• Facilitated efficient user onboarding: by configuring user accounts, setting up email access, and ensuring access to necessary applications and resources within Active Directory and cloud environments.
• Streamlined user offboarding: by disabling user accounts, revoking access to applications and resources, and ensuring adherence to data security protocols.
• Resolved password reset requests: promptly and securely, ensuring user productivity and adherence to security best practices.
• Troubleshooted software and hardware issues: by diagnosing problems, implementing solutions, and escalating complex issues to relevant teams when necessary.
• Leveraged ServiceNow ticketing tool: to efficiently track, manage, and resolve user-reported incidents and service requests, ensuring timely resolution and clear communication with users.

Additional Responsibilities

• Managed day-to-day activities within the cloud environment: providing comprehensive support to development teams to ensure seamless project execution.
• Effectively managed the ticketing system: to resolve cloud environment issues and collaborate with the cloud management third-party team for swift problem resolution.
• Acted as a MIM team member: contributing to IT communication and end-user support by ensuring clear communication of Root Cause Analysis (RCA) and preventative actions to relevant teams and end-users.
• Maintained security: by promptly restricting access to lost or stolen laptops and updating their status within CMDB and Intune, minimizing security risks.
• Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.

Technical Support & Service Desk

• Acted as a single point of contact (SPOC) for technical issues: resolving inquiries from 16,000+ global users via calls, tickets, emails, and chat.
• Troubleshooted and resolved IT-related and application issues: ensuring efficient user experience across various platforms and applications.
• Leveraged ITIL framework and terminology: adhering to Service Level Agreements (SLAs) established with stakeholders for timely issue resolution.
• Managed ServiceNow ticketing system: efficiently triaging, troubleshooting, and resolving incidents reported by users.
• Performed procedural IT tasks: including unlocking user accounts, resetting passwords, managing file share permissions, and configuring user access in Active Directory, Exchange (O365), and O365 licensing.

Collaboration & Productivity Tools

• Supported collaboration tools: Zoom, Microsoft Teams, Slack, Skype for Business, and O365 products (Outlook, OneDrive, Office Suite, SharePoint).

User Provisioning & Device Management

• Managed user lifecycles: configuring and adding computers/laptops to the domain, managing administrative rights access, configuring Multi-Factor Authentication (MFA), and handling user onboarding and offboarding tasks.

Network & Security

• Possessed knowledge of basic networking concepts: DHCP, DNS, TCP/IP, and VPN technologies.
• Maintained device security: configuring and troubleshooting Cisco IP communicator and Cisco Jabber.

Hardware & Software Support

• Managed laptop/desktop backups: ensuring data protection and performing regular maintenance.
• Provided hardware and software troubleshooting: diagnosing and resolving issues related to keyboards, system performance, noise, Blue Screens of Death (BSOD), etc.

Cloud Administration

• Designed, deployed, and configured Azure resources: including virtual machines, virtual networks, storage accounts, and Azure Active Directory for user management, group policies, and access control.
• Optimized Azure resources: monitored performance and implemented cost-saving measures to ensure scalability and efficiency.
• Managed virtual machines: created VMs on demand for different teams, performed remote logins for troubleshooting and deployments, and configured Network Security Groups (NSGs) to control network traffic.

Additional Skills

• Proficient in remote access tools: GoToAssist, Remote Desktop Client, Quick Assist, WebEx, Zendesk, and TeamViewer.

Technical Support & Problem Resolution

• Diagnosed and resolved a wide range of software, hardware, and connectivity issues: ensuring efficient user experience and minimizing downtime.
• Delivered technical training on hardware/software: empowering end-users with self-resolution skills.
• Provided remote IT support: troubleshooting and resolving issues for geographically dispersed clients.
• Repaired critical networking issues: proactively addressed emergency situations to prevent revenue loss through 24/7 remote support.
• Leveraged BMC Remedy ticketing system: effectively monitored, tracked, and resolved user-reported incidents.

Hardware Management & Support

• Performed hardware replacements: efficiently resolving issues with keypads, touch pads, RAM, and LCD screens.
• Provided technical and floor support for senior management meetings: ensuring smooth technological functionality for critical meetings.

IT Asset Management

• Possessed knowledge of IT Asset Management (ITAM): generating reports on IT asset inventory and requirements for procurement.
• Conducted quarterly inventory audits: maintaining accurate asset records and developing processes for continued accuracy.
• Developed and implemented IT hardware and software asset lifecycle strategies: collaborating with stakeholders like Procurement and IT Operations to optimize asset lifecycles.
• Managed end-to-end IT asset lifecycle within ServiceNow: utilizing the ITSM/ITOM tool for efficient asset tracking and management.