Santhosh Mohan

• Using problem-solving skills to resolve office-related issues

Manage the Help Desk department, including budget and resource allocation.

• Develop and implement strategic plans to enhance customer service and operational efficiency.
• Oversee team performance, including setting goals and measuring outcomes.
• Lead the development of training programs and onboarding procedures.
• Serve as an escalation point for complex issues and high-impact incidents.

• Preparing new laptops for new joiners with all required applications
• Maintain uptime of a wide range of critical infrastructure from client-facing products to backend processes and internal tools
• Provide technical support for client requests and product issues
• Interface with corporate IT teams for team technical support, software purchases and integrations, and policy compliance
• Experience establishing processes and tooling for logging, monitoring, and alerting of system performance and downtime in server side
• Solving VPN related issues & Firewall management for clients
• Minimum 1-year experience in Azure administration and three years’ experience in Office365 services
• Identify improvements to IT documentation, network maps, processes/procedures, and tickets
• Advanced experience with Microsoft Windows workstation operating systems, Active Directory, PowerShell, Microsoft Endpoint Manager, and technical vulnerability
• Server Virtual machine creation and maintenance of all client server backup
• Taking outlook email backup from user who left the organization and assigning license for new users

Monitoring security apps for all the users’ machines are safely protected from malware attacks.

• Provide through support and problem resolution for customers
• Maintain composure and patience in face of difficult customer situations
• Researched issues on various computer systems and data bases to resolve complaints, answer enquiry and outline solution
• Processed inbound and outbound technical support calls at 20% faster rate than team average
• Achieve consistent #1 or #2 rankings in monthly metrics, including call duration number of calls per shift, and Telstra customer satisfaction ratings
• Managed base level IT support to consumer clients.
• Oversee daily operations and manage the Help Desk team’s workflow.
  • Conduct performance reviews and provide coaching to team members.
  • Ensure adherence to service level agreements (SLAs) and quality standards.
  • Develop and implement process improvements and best practices.
  • Coordinate with other departments to resolve cross-functional issues.

• Generate various reports for management
• Analyze troubleshoot and resolve technical issues related to both software and hardware issues Diagnose the issue and try to resolve alerts
• Sharing data from one computer to the other through cloud
• Taking remote sessions on computers to fix the issues
• Build sustainable relationship with the clients and solve their issues with minimum TAT
• Provide quality & consistent outcome in accordance with defined SLA
• Effective participation in training sessions as per the client training schedule, and internal training sessions.

• Worked on a team to develop front end components, utilizing HTML5, CSS, JavaScript, jQuery and PHP framework
• Implemented the responsive layout for the UI of the application based on a style guide and Bootstrap 3 responsive framework using the 12-grid scaffolding system
• Targeted various mobile screen sizes in Bootstrap 3 by creating CSS3 media queries for desktop, tablet, and mobile devices
• Developed front end UI components using AngularJS directives, by creating services to encapsulate the data and update the views with controllers in JavaScript
• Design and development of internal websites using Drupal 7 CMS and PHP
• Drupal theme development and creation of custom Drupal 7 themes from design
• Magento maintenance: create, update, upgrade, migrate, extend, and maintain websites
• Debugging and code correction on UI plugins and web services wired with RESTful API calls, and assisted with code reviews, unit testing, and QA analysis of the search applications technical architecture.

• I must project the right kind of attitude so that the customer feels confident about getting a query addressed
• A Call Center Executive also tries and builds an instant rapport with the customer so that it becomes easier to cater to the customer’s needs
• Acquire excellent telephone presentation skills and modulate the pitch so that a customer feels good about the call
• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.