RAMA RAJU ILLA

My objective is to obtain a position where I can apply my Inter-Personal skills and grow with the learnings presented during the course while enhancing the organization's productivity and reputation.

I am an IT professional having 4+ years of rich experience in IAM, SNOW, Azure AD, Exchange Admin Portal. I have successfully played the roles of Service Desk - L1, L2 & Technical Support Engineer in challenging environments bringing exceptional coaching and interpersonal skills in providing superior customer service for both technical and business requirements.

• Learn and share knowledge on technical aspects.
• Ability to quickly grasp and work on new challenges.
• Easy adaptation to new changes and environments.
• Can analyze and solve situations under pressure.
• More Effective in customer handling with good communication skills.

• Creation and termination of user AD accounts.
• Access provisioning to end users by adding required groups in AD.
• Creation and modification of distribution lists, mailbox, provide network folder path access to users.
• Hyperion access provisioning and license provisioning for both associates and non associates.
• Citrix application access.
• User AD accounts modification (Enabling, extending, manager change, name change etc.), password resetting if required.
• Working on bulk user account modifications, checking if asset is assigned to the user and if it is reflected in the domain.
• Raising, resolving, and reassigning (if required) the tickets in SNOW.
• Maintaining the SLA and updating the tickets accordingly.
• Handling of escalation forum and internal mailbox.
• Updating end users about the status of their request.
• Adding FDM locations to the user accounts.
• Providing AWS cloud groups access to users.
• Handling routine desktop issues include installing operating systems and applications, MS Office, and MS Outlook.
• Communicating directly with customers on phone, via emails to address their issues.
• Call logging and escalation using E-helpdesk portal for outstation users.
• Associated with L2 team while working on creation of user accounts and termination of user accounts in Active Directory.
• Installing the applications in the user's system.
• Communicating with branch users to resolve the issues within SLA.