Summary
Overview
Work History
Education
Skills
Languages
Timeline
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RICHA KESSAR SURI

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
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
02.2017 - 03.2021
  • Moved to Computacenter as part of LOB Transition

Technical Support Engineer

Hewlett Packard
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
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

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RICHA KESSAR SURI