Ramkumar Rajaram

• Provided expert technical guidance and real-time support to L1/L2 agents for complex incidents, troubleshooting and escalations.
• Supported infrastructure and application issues including internet connectivity, depot/printer issues, Sharp reporting and DLX-related support.
• Supported Windows, Citrix AD, Azure AD, Microsoft 365/O365, MFA, VPN, RDS, shared drives, printers, print servers and TC75 devices.
• Performed O365 administration including user account actions, password resets, and retention-related changes.
• Managed ServiceNow incidents, ticket categorization, escalation, tracking, reporting and workflow activities.
• Monitored SLA, AHT, quality and productivity metrics and supported process and quality improvements.
• Streamlined agent onboarding process to support smooth transitions and efficiency. and offboarding activities, including IT access and account-related support.
• Conducted training, knowledge-transfer and onboarding sessions for freshers and L1/L2 support teams.
• Prepared operational reports and presentations and participated in client meetings on technical and performance issues.
• Collaborated with client, infrastructure and development teams to resolve incidents and identify automation opportunities.
• Acted as Team Lead when required, monitoring performance and presenting weekly updates to clients.
• Maintained knowledge-base documentation and troubleshooting guidance.

• Provided technical support engineer service at Fidelis Corporate Solutions from Dec 2021 to Apr 2022, then moved to DXC Technology in Apr 2022 and continued work as Analyst Infrastructure III.
• Answered inbound and outbound calls to troubleshoot hardware, software, application, and connectivity issues for end users.
• Delivered remote support to end users, diagnosing and resolving range of technical issues.
• Used remote access tools and RDS to troubleshoot issues and install or configure client applications.
• Created, updated, and managed ServiceNow tickets based on severity and support procedures for timely resolution.
• Resolved Outlook, VPN, printer driver, account access, password, and client application issues.
• Escalated complex incidents to Level 3 with clear documentation and proper handoff.
• Escalated complex incidents to Level 3 with clear notes and proper handoff.

Delivered desktop assembly and basic Windows troubleshooting, supported computer component sales, and maintained customer support for sold products.