Rekha Purushothaman
Infrastructure Engineer/ Lead
Chennai
Summary
Seven plus Years of professional experience in IT Infrastructure. Experience includes Process Lead & Technical Lead in Infrastructure Services. Effective implementation of Incident Management & Service Request Management process. Senior Technical Support Officer/Executive.Configuration of email client of consumers/Business users on Computers and Smartphone.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work History
Associate Infrastructure Engineer
UST Global Services
Chennai
11.2018 - 3 2020
- Management of Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPI's and planning activities.
- Prepared comprehensive reports summarizing infrastructure performance metrics, incident resolutions, and project updates for management review.
- Participated in development meetings for high-value customers and business operations updates.
- Maintained comprehensive documentation on system configurations, infrastructure assets, and incident resolutions to facilitate knowledge sharing among team members.
- Coordinate the activities of the assigned resources, ensuring the availability of resource (Rota) and capability (performance management / training & coaching) to meet KPIs and adherence to SLAs.
- Develop and implement on-going Service Improvement measures.
- Coordinate technical and hierarchical escalation to other technical teams / 3rd parties / management.
- Update Operations Manager regarding any issues of operational significance.
- Assist with development of new processes and enhancement of existing ones.
- Identify training requirements and deliver training as required
- Extensively Worked on Active Directory, Microsoft Office teams, License assignment, Configuration and troubleshooting eMail client, Network related issues, router and printer configuration, Outlook configuration, using tools like SARA and other MS support services, Mobile device configuration on iPhones and Android using Intune, Registry services if and when required, User profile creation and Cisco (VPN) configuration and issues related to it.
- Conducted regular audits of infrastructure components to ensure compliance with company policies and industry best practices.
IT Consultant
Sutherland Global Services Pvt Ltd.
Chennai
10.2014 - 09.2018
- Served as senior resource for implementation of all Antivirus activities and ensuring compatibility on new and legacy applications and service.
- Handling escalation calls and ensuring 100% resolution to comply with 'Total Satisfaction Promise' process.
- Provided technical support to end-users, promptly resolving issues and ensuring minimal disruption to operations.
- Prepare reports on AHT, quality and surveys received for entire team and sharing it on daily basis.
- Provide TIER 3 troubleshooting support of any issues related to McAfee Antivirus.
- Installed, configured and maintained computer systems and network connections.
- Provide expert advice on Antivirus, lead and participate in projects requiring changes to Antivirus infrastructure.
- Designed tailored training programs for employees at various levels within organization, boosting overall skillsets.
Preservation Coordinator
Altisource Business Solutions Pvt Ltd.
Bangalore
04.2013 - 05.2014
- Worked on property preservation and inspection (PPI) which includes preservation and maintenance of properties assigned for individual
- Worked on US mortgage process comparing estimates given by vendor with help of repair base tool.
- Worked on Repair Base, Vendor Management System (VMS)
- VMS is main frame system through which orders are approved or marked to pending correction.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
Education
MSc. Bioinformatics -
Stella Maris College
Chennai 03.2010 - 03.2012
B.Sc. (Plant biology & Plant Bio-Technology) -
Meenakshi College For Women
Chennai 03.2007 - 03.2010
H.S.C -
Amritha Vidhyalayam
Chennai 03.2006 - 01.2007
SSLC -
Amritha Vidhyalayam
Chennai 01.2004 - 01.2005
Skills
Ms Office, Antivirus troubleshooting, Active Directory, Email and printer configuration, ChatGPT, AWS basics, ITIL foundation, Incident management, Problem management, Service Requests, AD access, Microsoft 0365, Talent Acquisition, Service Now
undefinedCertificates Acquired
Application: .NET Framework from NIIT
Rewards Recognition
Received Best Team Award for outstanding achievement in production.
Personal Information
- Nationality: Indian
- Marital Status: Married
Languages
English, Tamil, Hindi
Disclaimer
I herby solemnly declare that all the above-furnished details are true to the best of my knowledge and belief.
Timeline
Associate Infrastructure Engineer
UST Global Services
11.2018 - 3 2020
IT Consultant
Sutherland Global Services Pvt Ltd.
10.2014 - 09.2018
Preservation Coordinator
Altisource Business Solutions Pvt Ltd.
04.2013 - 05.2014
MSc. Bioinformatics -
Stella Maris College
03.2010 - 03.2012
B.Sc. (Plant biology & Plant Bio-Technology) -
Meenakshi College For Women
03.2007 - 03.2010
H.S.C -
Amritha Vidhyalayam
03.2006 - 01.2007
SSLC -
Amritha Vidhyalayam
01.2004 - 01.2005
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