Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Websites
Timeline
Generic

SAIDHARSHAN RAJKUMAR

Chennai

Summary

Adept Senior IT Support Engineer with a proven track record at Omega Healthcare, excelling in IT security management and providing exceptional customer service. Mastered technical troubleshooting and user credential management, significantly enhancing system efficiency and security. Skilled in mentoring teams to exceed SLA targets, showcasing leadership and technical acumen.

Overview

4
4
years of professional experience

Work History

Senior IT Support Engineer

Omega Healthcare
Chennai
01.2024 - Current
  • Resolving issues received from the end user through a ticketing tool called Sapphire.
  • Managed software and configuration changes in Test and Production environments.
  • Administer and configure Sapphire platform components, ensuring smooth operation and minimal downtime.
  • Manage user accounts, roles, and permissions within the Sapphire system.
  • Handling L1 and L2 level issues, being involved in client calls, and completing several deployments, as well as client handling and resolving tickets.
  • Manage Active Directory (AD) user accounts, permissions, and group policies.
  • Assist in user onboarding and offboarding processes by setting up or deactivating user accounts, emails, and network access.
  • Ensure security updates and software patches are applied regularly to all workstations.
  • Provide excellent customer service while communicating effectively with users at all technical skill levels.
  • Collaborate with network administrators, system engineers, and other IT teams to resolve complex technical issues.
  • Manage and prioritize service desk tickets, ensuring that incidents are documented, tracked, and resolved within Service Level Agreement (SLA) targets. Create and maintain documentation for troubleshooting processes, common technical issues, and best practices.

IT Support Engineer

Omega Healthcare
Chennai
11.2020 - 12.2023
  • Respond to service desk tickets, and perform hands-on troubleshooting of desktops, laptops, and peripheral devices.
  • Educate end users on security best practices, and assist with data recovery in case of system failure.
  • Install, configure, and maintain operating systems, business applications, and user-specific software.
  • Collaborate with senior engineers to perform root cause analysis, and implement permanent solutions for recurring issues.
  • Perform software upgrades, patches, and security updates to ensure system performance and security.
  • Handled customer service issues by providing guidance or escalating for advanced support. Maintained positive working relationship with fellow staff and management.

Education

B.Tech - Information Technology

K.S.Rangasamy College of Technology
Namakkal
04-2020

HSC -

S.V.B Matric Hr.Sec School
Namakkal
04-2016

Skills

  • Remote support
  • Operating system support
  • IT security management
  • Training and mentoring
  • Service support
  • User credential management
  • Application support
  • Technical support
  • Technical troubleshooting
  • Ticket management
  • System administration
  • Security protocols

Accomplishments

  • Received Quarterly Star Support Awards for thrice in Last 2 years
  • Recognized as Star Team member for onboarding New Support Engineers

Languages

English
Professional
Tamil
Native/ Bilingual

Timeline

Senior IT Support Engineer

Omega Healthcare
01.2024 - Current

IT Support Engineer

Omega Healthcare
11.2020 - 12.2023

B.Tech - Information Technology

K.S.Rangasamy College of Technology

HSC -

S.V.B Matric Hr.Sec School

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