Renjith R
Palakkad
Summary
Highly motivated and Hardworking Senior Engineer with history positively impacting projects through attention to detail and skilled designs with customer support, multitasking, and time management abilities. Committed to delivering innovative support and solutions while maintaining satisfaction of clients.
Overview
5
5
years of professional experience
1
1
Certification
Work History
SENIOR ENGINEER CLOUD AND INFRA / Azure Support
LTIMINDTREE LIMITED
BENGALURU
08.2024 - 05.2025
- Monitored case queue in ServiceNow and Microsoft Dynamics 365 for timely assignment to support teams.
- Served as primary escalation point for client inquiries, ensuring effective resolution of concerns.
- Managed case lifecycle in Microsoft Dynamics 365 and ServiceNow, including ticket creation and tracking.
- Mentored junior engineers by providing technical guidance and career development support.
- Ensured high-priority cases received first response within service level agreements through initial comments.
- Coordinated cross-functional teams across engineering, manufacturing, and QA to enhance project execution.
- Managed Azure environments by monitoring servers, configuring VMs, and implementing RBAC access controls.
- Created technical documentation and user guides for internal and external stakeholders.
TEAM LEAD / SERVICE DESK
IBM
BENGALURU
03.2022 - 02.2024
- Oversaw case queue management in ServiceNow and ITSM, ensuring efficient case assignments.
- Achieved first response for high-priority cases within service level agreement parameters.
- Engaged with management to address unassigned cases and facilitated smooth transitions.
- Acted as primary escalation contact for client inquiries, maintaining support quality.
- Developed user guides, training materials, and comprehensive support documentation.
- Generated daily, weekly, and monthly reports; coordinated team shift schedules effectively.
- Administered various web applications while troubleshooting software functionality and connectivity issues.
- Managed user/group accounts through Active Directory; performed password resets and account unlocks.
DMS SUPPORT EXECUTIVE /IT Service Desk Analyst
Eazy ERP Technologies
Gurgaon
04.2021 - 02.2022
- Served as primary point of contact for client inquiries, ensuring timely support and resolution.
- Achieved first response on high-priority cases within defined service level agreements by adding initial comments.
- Monitored case queue in ServiceNow and Helpdesk, promptly assigning issues to appropriate teams.
- Proactively engaged managers to allocate unassigned cases, managing transitions and escalations effectively.
- Executed software implementations aligned with organizational requirements.
- Delivered multi-channel technical support for software issues via phone, email, and chat.
- Performed user account administration tasks using Active Directory, including password resets and access unlocks.
- Trained and mentored junior support staff to enhance team efficiency.
IT Support Executive
UNIQUE OCCASSIO TECH
ERNAKULAM
03.2020 - 03.2021
- Delivered technical support through phone, email, and chat channels.
- Logged and tracked issues using ServiceNow and ITSM tools for efficient resolution.
- Managed user accounts, including creation, unlocking, and password resets.
- Created and maintained distribution lists in response to user requests.
- Escalated complex issues to higher-tier support teams for advanced troubleshooting.
- Coordinated with departments to resolve issues swiftly.
- Promptly responded to customer queries via calls and emails.
- Documented service interactions within centralized systems for future reference.
Education
Bachelor of Science - Computer Applications Development
SAN INTERNATIONAL COLLEGE OF ARTS AND SCIENCE
Coimbatore, Tamil Nadu08.2018
Associate of Applied Science - Computer Science
PULIYAPARAMBA HIGHER SECONDARY SCHOOL
Palakkad, Kerala06.2015
High School Diploma -
BAPPUJI SENIOR SECONDARY SCHOOL
Palakkad, Kerala06.2012
Skills
- Technical support
- Case management and incident management
- Problem solving
- Team leadership and cross-functional collaboration
- SLA management
- International voice and chat support
- Azure management
- ITSM ticketing (ServiceNow)
Certification
- Microsoft Azure AZ-104
Languages
Malayalam
First Language
Malayalam
Proficient (C2)
C2
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Tamil
Intermediate (B1)
B1
Timeline
SENIOR ENGINEER CLOUD AND INFRA / Azure Support
LTIMINDTREE LIMITED
08.2024 - 05.2025
TEAM LEAD / SERVICE DESK
IBM
03.2022 - 02.2024
DMS SUPPORT EXECUTIVE /IT Service Desk Analyst
Eazy ERP Technologies
04.2021 - 02.2022
IT Support Executive
UNIQUE OCCASSIO TECH
03.2020 - 03.2021
Bachelor of Science - Computer Applications Development
SAN INTERNATIONAL COLLEGE OF ARTS AND SCIENCE
Associate of Applied Science - Computer Science
PULIYAPARAMBA HIGHER SECONDARY SCHOOL
High School Diploma -
BAPPUJI SENIOR SECONDARY SCHOOL