Sai Manoj Kirubasekaran
Chennai,Tamil Nadu
Summary
Experienced IT Administrator and Service Desk Lead with 9+ years of IT service delivery experience. Possessing a strong understanding of business practices, operational standards, and customer requirements, dedicated to nurturing teams to provide exceptional service delivery and ensure customer satisfaction. Commitment lies in driving customer retention through consistently delivering outstanding service.
Overview
9
9
years of professional experience
Work History
Assistant Consultant - Team Lead
Tata Consultancy Services Ltd
01.2023 - Current
- Conducted analysis on improvements/enhancements and SLA metrics, prepared WSRs, MSRs, and QBRs for clients, and created weekly and monthly performance reports.
- Performed quality checks on tickets and calls, reviewed CSAT/DSAT scores, and provided one-on-one feedback and performance improvement sessions for agents.
- Engaged with the team and coordinated with clients, conducted interviews and training sessions for new hires, and handled escalations and Level 2 tickets.
- Administered O365 licenses and the admin portal, controlled access provisioning and revocation for O365 products, and handled the creation and management of Distribution Lists and Shared Mailboxes.
- Delivered remote desktop support and resolved PC and software installation issues, while also managing various administrative tasks related to O365 and remote support tools.
Senior Specialist - Team Lead
HCL Technologies Pvt Ltd
06.2021 - 01.2023
- Managing three support teams for two different clients
- Analysis on Improvements / Enhancements
- Team engagement and client co-ordination
- Creating reports on team's performance and monitoring the agent's performance
- Creating weekly and monthly reports for clients
- Quality check for tickets and calls handled by agents
- Feedback or performance improvement for agents - One on one
- Conducting training sessions for new hires
- Conducting interview for New hires
- Handling Level 2 tickets
- Managing O365 license for end users
- Managing the O365 admin portal
- Access provisioning / Revoking for O365 products
- Creation of Distribution list & Shared Mailbox and their management
- Handling escalations
- Remote desktop support for users
- Installation and troubleshooting of PC issues and software
Service Desk Analyst
Equiniti India Pvt Ltd
10.2020 - 06.2021
- Handling VPN connectivity issues
- Handling Outlook / Skype issues
- Troubleshooting general system issues
- Enterprise wide Mobile device Management and Compliance (Microsoft Intune)
- Providing technical assistance to users for their system issues
- Access provisions to users
- Creating and managing user accounts in Active Directory
- Installation of software and applications
Associate Professional - L2 - SME
Sutherland Global Services Pvt Ltd.
05.2017 - 10.2020
- SME - Provided support to team members and conducted training sessions for new hires.
- Analyzed improvements/enhancements, created performance reports, and monitored agent performance.
- Engaged with team and coordinated with clients, creating monthly reports for clients.
- Conducted quality checks on tickets and calls handled by agents and provided one-on-one feedback for performance improvement.
- Handled VPN connectivity, Outlook/Skype issues, general system issues, Avaya phone issues, MS Office issues, and printer issues.
- Managed RSA console, on-boarded new hires (AD account creation), off-boarded terminated employees, and unlocked user accounts in AD.
- Managing user accounts in AD and providing access to groups
- Handled VM and Citrix login issues, administered Citrix director and VMware server.
- Ensured security compliance of laptops, added laptops to Domain and OU, and updated GPO for users.
- Assisted users remotely using SCCM, LogMeInSystem, and Bomgar, and installed/configured software on new laptops.
Jr. Software Engineer- Implementation and Support
Tech Mahindra Ltd.
09.2015 - 05.2017
- Acted as a customer advocacy by providing product demonstrations to clients.
- Conducted Proof of Concepts (POCs) for various clients to showcase the tool's capabilities.
- Implemented and supported the tool in customer environments as per specific requirements.
- Monitored data center devices and took necessary actions in case of violations or faults.
- Utilized Elastic search queries to extract data gathered by the tool.
- Collected customer requirements and facilitated changes for product development.
Education
PG - MBA(HR)
Pondicherry University
Pondicherry01.2019
UG - B.COM(CA)
SASTRA University
Thanjavur01.2015
HSC -
Shri Venkateswara Matric. Hr. Sec. School
Thanjavur01.2012
SSLC -
Shri Venkateswara Matric. Hr. Sec. School
Thanjavur01.2010
Skills
- Operating Systems (Windows family, MAC, CentOS)
- MS Office Packages and its administrations
- Basics of programming languages (C, C, HTML, SQL, Java, Linux)
- Active Directory & User account Management
- Ticketing tools (Service Now, Jira, BCM Helix, Fresh Service)
- VMware & Citrix administration
- Report generation and analysis
- Team Management and delivery
- Project management
Personal Information
- Father's Name: R. Kirubasekaran
- Date of Birth: 09/15/94
- Gender: Male
- Marital Status: Married
Disclaimer
I hereby declare that the above mentioned are true to the best of my knowledge and belief. I promise to work sincerely and prepared to do hard work duly abiding to organization.
Timeline
Assistant Consultant - Team Lead
Tata Consultancy Services Ltd
01.2023 - Current
Senior Specialist - Team Lead
HCL Technologies Pvt Ltd
06.2021 - 01.2023
Service Desk Analyst
Equiniti India Pvt Ltd
10.2020 - 06.2021
Associate Professional - L2 - SME
Sutherland Global Services Pvt Ltd.
05.2017 - 10.2020
Jr. Software Engineer- Implementation and Support
Tech Mahindra Ltd.
09.2015 - 05.2017
PG - MBA(HR)
Pondicherry University
UG - B.COM(CA)
SASTRA University
HSC -
Shri Venkateswara Matric. Hr. Sec. School
SSLC -
Shri Venkateswara Matric. Hr. Sec. School
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