Thanish Divagar R
Coimbatore
Summary
Highly motivated IT Lead with 16+ years of IT experience, overseeing smooth, efficient operations at multiple IT Sectors based on ITIL practices.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
17
17
years of professional experience
Work History
Senior IT Specialist
Indmax IT Services Private Ltd
09.2022 - Current
Tech Lead
Cognizant Technology Solution Private Limited India
03.2015 - 09.2022
Senior Technical Support Engineer
BPO Integra India (P) Ltd
03.2013 - 02.2015
Network Engineer /Trainer
Krisha Technology Service
01.2011 - 03.2013
System Engineer /Trainer
Indian Computer Academy Institute
05.2007 - 01.2011
Education
Diploma in Computer Engineering Technology - Computer Engineering Technology
03.2007
High School - 10th
03.2002
Skills
- Leadership
- Team Management
- ITIL Framework
- Incident and Problem Management
- Change Management
- Customer Service Excellence
- Technical Proficiency
- Communication & Interpersonal Skills
- Vendor Management
- Performance Metrics Analysis
- Training and Development
- Project Management
- Organization and Time Management
- ISO Audit Compliance
- Internal Audits
Executive Proficiency:
- Technical Support and Integration
- Active Directory Management
- Exchange Admin Centre
- Azure AD migration
- Windows Autopilot Configuration
- Microsoft Endpoint Manager
- Intune Company Portal
- Exchange Admin Centre – Office 365
- Configuration Management
- Vulnerability Management
- Endpoints and DLP Management
- Network monitoring (PRTG / MRTG)
- System log server monitoring
- Problem Resolution
Technical Proficiency
Accomplishments
- Successfully led a team of 25 service desk technicians, providing mentorship and fostering a collaborative work environment.
- Achieved a 20% increase in customer satisfaction scores by implementing a new ticketing system and streamlining support processes.
- Consistently met or exceeded key performance indicators (KPIs), including first-call resolution rate and average handle time.
- Effectively handled high-priority escalations, maintaining a high level of customer satisfaction and quick resolution times.
Timeline
Senior IT Specialist - Indmax IT Services Private Ltd
09.2022 - Current
Tech Lead - Cognizant Technology Solution Private Limited India
03.2015 - 09.2022
Senior Technical Support Engineer - BPO Integra India (P) Ltd
03.2013 - 02.2015
Network Engineer /Trainer - Krisha Technology Service
01.2011 - 03.2013
System Engineer /Trainer - Indian Computer Academy Institute
05.2007 - 01.2011
Christ The King Polytechnic College - Diploma in Computer Engineering Technology, Computer Engineering Technology
Holy Cross Matriculation School - High School, 10th
Technical Skills and Expertise
- Technical Support and Troubleshooting: Proficient in diagnosing and resolving complex hardware and software issues, ensuring minimal downtime and optimal performance.
- Operating Systems: Extensive knowledge of various operating systems, including Windows and macOS
- Active Directory Management: Skilled in managing Active Directory, including user account creation, modification, deletion, and Group Policy management.
- Azure AD Administration: Proficient in managing and administering Azure Active Directory, including user and group management, and directory synchronization.
- Identity and Access Management: Skilled in implementing and managing identity and access management solutions using Azure AD, including Multi-Factor Authentication (MFA) and Conditional Access policies.
- Azure AD Monitoring and Reporting: Proficient in using Azure AD monitoring and reporting tools to track and analyze user activities and security events.
- Active Directory Administration: Proficient in managing and administering on-premises Active Directory environments, including user and group management.
- Group Policy Management: Skilled in creating, modifying, and applying Group Policies to manage user and computer settings across the organization.
- User Account Management: Proficient in creating, modifying, and deleting user accounts, ensuring proper configuration and access rights.
- Organizational Unit (OU) Management: Skilled in creating and managing OUs to organize and manage resources effectively.
- Security and Permissions Management: Proficient in managing security settings and permissions to ensure data integrity and access control.
- Audit and Compliance: Proficient in conducting audits and ensuring compliance with security policies and standards.
- Microsoft Endpoint Manager Administration: Managing and administering Microsoft Endpoint Manager for device and application management.
- Intune Company Portal: Configuring and managing the Intune Company Portal for seamless device enrolment and application deployment.
- Windows Autopilot: Experienced in setting up and managing Windows Autopilot for automated device provisioning and configuring.
- Mobile Device Management (MDM):Proficient in implementing and managing MDM policies to secure and manage mobile devices
- Device Compliance Policies: Experienced in creating and enforcing device compliance policies to ensure security and compliance
- Conditional Access: Proficient in configuring Conditional Access policies to control access to corporate resources based on device compliance
- Mailbox Management: Proficient in creating, managing, and troubleshooting mailboxes in Office 365 Exchange Admin Centre.
- Security Group Management: Creating and managing mail-enabled security groups to control access to resources and distribute messages.
- Distribution Lists (DL): Experienced in creating and managing distribution lists for efficient email communication within the organization.
- Email Security: Proficient in configuring and managing email security settings to protect against threats and ensure compliance.
- Shared Mailboxes: Skilled in setting up and managing shared mailboxes to facilitate team collaboration.
- Mailbox Permissions: Experienced in assigning and managing mailbox permissions to control access and ensure data security.
- Email Policies: Proficient in creating and enforcing email policies to ensure compliance with organizational standards.
- Monitoring and Reporting: Skilled in using Exchange Admin Center's monitoring and reporting tools to track email usage and security
- Network Administration: Proficient in managing and troubleshooting network issues, including LAN/WAN, VPN, and firewall configurations.
- Service Desk Tools: Experienced in using service desk and ticketing systems such as ServiceNow, JIRA, or Zendesk for efficient incident and request management.
- ITIL Framework: Knowledgeable in ITIL best practices for IT service management, including incident, problem, and change management.
- Compliance with ISO Standards: Ensured service desk operations comply with relevant ISO standards, such as ISO 9001 for quality management for IT service management.
- Internal Audits: Conducted regular internal audits to assess the effectiveness of service desk processes and identify areas for improvement.
- Continuous Improvement: Identified opportunities for process improvements and implemented changes to enhance service desk efficiency and effectiveness.
- Risk Management: Conducted risk assessments and implemented mitigation strategies to ensure the reliability and security of service desk operations.
- Audit Reporting: Prepared detailed audit reports and presented findings to management, highlighting compliance status and areas for improvement.
- Email and Messaging Systems: Skilled in managing and troubleshooting email systems like Microsoft Exchange and Office 365.
- Security and Compliance: Proficient in implementing and maintaining security protocols, ensuring compliance with organizational policies and industry standards.
- Scripting and Automation: Experienced in using scripting languages like PowerShell or Python to automate routine tasks and improve efficiency.
- Project Management: Skilled in managing IT projects, including planning, execution, and monitoring to ensure successful delivery within scope, time, and budget.
- Vendor Management: Experienced in managing vendor relationships, negotiating contracts, and ensuring service level agreements are met.
- Performance Metrics and Reporting: Proficient in developing and analyzing key performance indicators (KPIs) to monitor and improve service desk performance.
- Ensured 100% SLA met on all parameters derived by customers.
- Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration.
- Created and delivered presentations to internal and external stakeholders to showcase work.
- Supervised end-user support efforts, designing policies to establish consistent service guidelines and reliable ticket resolution.
- Assess threats, risks, and vulnerabilities from emerging security issues to advise pertinent stakeholders on appropriate measures.
- Create policies and procedures for emerging security technologies and proposals.
- Perform root cause analysis of reported issues to discern and enact corrections decisively.
- Configure hardware, devices, and software to set up workstations for employees.
- Patch software and install new versions to eliminate security problems and protect data.
- Install cabling, wireless routers, and telephone systems for data communications networks.
- Troubleshoot hardware and software to determine and rectify network problems.
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