RICHA KESSAR SURI
Jammu
Summary
Highly skilled in Identity and Access Management, I led a team at Computacenter to achieve an outstanding 100% customer service satisfaction rate. At Hewlett Packard, I excelled as an SME, demonstrating expertise in escalation management and incident resolution, significantly enhancing user experience. Committed to continuous learning, I am proficient in cutting-edge technologies and consistently strive to stay up-to-date in this rapidly evolving field.
Overview
11
11
years of professional experience
Work History
Associate Technical Analyst
Computacenter
Bengaluru, India (Remote)
04.2021 - 05.2024
- Creating, modifying, and updating Network /Service/Supplemental accounts in Active Directory
- Experience in user provisioning and De-provisioning to the okta platforms and the related groups
- Creating a new okta group, assigning people to the group
- Creating a new okta group rule and setting up the rule with the group
- Integrating MFA, enabling MFA, configuring policy
- Experience assigning and unassigning apps to users using Users and Groups APIʼs
- Creation/Modification/Deletion of Mainframe Access such as NC Access, TSO Access, RACF access
- TSO User Account Configuration such Dataset Transfer, Size Configuration & Alias Creation
- Oracle Access Configuration on sub systems such as Sibel LLU, OneSiebel and OneView using Oracle Access Manager
- Creating, modifying, and updating accounts in MS Azure Active directory
- Customer & User account administration in Oracle applications
- Performing housekeeping Tasks in Oracle applications
- Creating new computer name & setting up the PC and assistance for new PC setup
- Assistance for Creating/Modifying the Process mailboxes, Distribution lists, Service/Supplemental accounts, SharePoint sites
- Registering and Modifying MFA access, Remote access
- Provide password resets for customers via eWebpass requests
- Provide feedback to Team Leader on all issues affecting performance, safety, security and regulatory concerns for BT or its customers
- Auditing and Reviews
Associate IT Support Engineer
British Telecom
Bengaluru, India
02.2017 - 03.2021
- Moved to Computacenter as part of LOB Transition
Technical Support Engineer
Hewlett Packard
Bengaluru, India
05.2015 - 01.2017
- As an SME, helped in training new employees and assisted other CSRs with problems they encountered while interacting with customers over the phone addressed & escalated customer queries and concerns
- Monitored Service Requests to ensure that were following the guidelines they learned in training & receiving a score of 100% on their surveys taken by the customer about their experience with the service
- Helped to achieve our goal of providing a perfect experience and a 'One Call Resolution' to any of the customerʼs inquiries or complaints
- Participated in customer meetings for escalated issues to provide faster resolution
- Responsible for communication and execution of policies and procedures coming from the different management level
- Proactively managed planned and unplanned outages within teams
Desktop Support
Rooman Technologies
Bengaluru, India
11.2013 - 05.2015
- Creating new computer name & setting up the PC and assistance for new PC setup
- Assistance for Creating/Modifying the Process mailboxes, Distribution lists, Service/Supplemental accounts, SharePoint sites
- Registering and Modifying MFA access, Remote access
- Remotely install, upgrade, support and troubleshoot Microsoft Windows OS and other internally authorized desktop applications on PCsʼ
- Troubleshooting SharePoint sites and MS Exchange admin issues
- Experience in configuring and managing Internet Information Services (IIS) Web Servers
- Creating, configuring, managing, and deploying IIS websites
- Support for Office IT issues: Bit locker, VPN, Password resets
- Experience in recreating sessions on Citrix Xen App for thin client devices
Education
B.Tech - IT
PTU
04.2012
Skills
- Identity and Access Management
- User Provisioning and Deprovisioning
- Verbal and Written Communication
- User Access Management
- Quality Audit
- Escalation Management
- IAM Support
- Process Documentation
- Housekeeping Task
- Application support
- Incident Management
Languages
Hindi
English
Timeline
Associate Technical Analyst
Computacenter
04.2021 - 05.2024
Associate IT Support Engineer
British Telecom
02.2017 - 03.2021
Technical Support Engineer
Hewlett Packard
05.2015 - 01.2017
Desktop Support
Rooman Technologies
11.2013 - 05.2015
B.Tech - IT
PTU