Saranya Sahadevan

IT Analyst - Service Management & Data Migration (May 2020 - September 2022)*

• Spearheaded service management and configuration management, ensuring accurate and up-to-date enterprise system records.
• Resolved configuration item issues, ensuring data integrity and timely resolution.
• Analyzed and managed data migration, tracking progress to guarantee on-time delivery of network and cloud-based solutions to clients.
• Utilized ITSM tools (BMC software) to streamline processes.

Technical Support & Troubleshooting (July 2017 - May 2020)

• Provided expert technical support for workstations, switches, routers, and printers, resolving complex issues promptly.
• Installed and verified client-source applications on Windows platforms (XP, VISTA, Servers 2003/2008).
• Maintained bank-related software, ensuring seamless operations.
• Coordinated onsite activities, vendor management (HP), and technical documentation updates.
• Prepared comprehensive reports (weekly, monthly, yearly) for stakeholders and customer satisfaction analysis.
• Collaborated with change and release management teams to ensure high-quality deliverables.
• Mentored new team members, enhancing process understanding and expertise.

Remediation Engineer (Firewall Rules) - Bank of America NSE (March 2017 - July 2017)

• Conducted thorough audits of firewall rules, interacting with clients for remediation and updates.
• Maintained meticulous documentation and regular Minutes of Meetings (MOM) for process transparency.

Tools:

• ITSM (BMC software)
• Install Tracker
• Support Console
• News