Sivakumar N
Madurai
Summary
IT Service Desk professional with 6+ years of experience in L1/L2 support, incident management, Active Directory administration, Service Now /Manage Engine ticketing tools and 24*7 support operations. Proven ability to deliver fast,accurate resolutions for global users while maintaining SLA and ensuring high customer satisfaction.
Overview
9
9
years of professional experience
6030
6030
years of post-secondary education
Work History
Deputy Officer
TVS Supply chains Solutions Limited
Madurai
10.2025 - Current
- Handling and resolving customer issues raised via the Manage Engine ticketing system with defined SLAs
- Tracking consignments and providing timely updates to customers
- Acting as a liaison between the warehouse team and customers to ensure seamless coordination
SENIOR ANALYST
HCL Technologies Limited
08.2019 - 08.2022
- Efficiently handling higher priority incident, change requests, and service requests
- Worked on incidents with all type of priorities and resolved within SLAs
- Creating user accounts and providing access which include on boarding and off boarding process
- Worked on Termination and Confidential Termination
- Creation and managing generic mailbox
- AD Administration
- Creating Security groups and e-mail distribution list
- Providing share path access and Mapping the share path
- Troubleshooting network connectivity issues
- Providing technical and troubleshoot assistance for remote users
- Improving the service and ticket reduction
- Obtaining first- call resolution (FCR ) in a timely manner
- Involving in the process of converting contract consultant and intern candidates to employee
OPERATION EXECUTIVE
Tata Consulting Services (TCS iON) for Core Integra
12.2016 - 03.2019
- Performing network audit, pre checking of network connection and resolving network related issues
- Created network for 532 machines using star topology and conducted online exam
- Handling network related technical error during the assessment and on time issue resolving to ensure a successful assessment
Education
B.E. - MECHANICAL ENGINEERING
Anna University
ChennaiSeventh Day Adventist Matriculation -
Seventh Day Adventist Matriculation higher secondary school
MaduraiHIGH SCHOOL -
Kendriya Vidyalaya Narimedu
MaduraiSkills
- IT Service desk operations
- Incident and request management
- Access Management
- Remote Access Management
- Active Directory, Password Resets
- User access management
- Proving server access
- Mailbox Migration
- Ticketing tools ( Service Now & Manage engine)
- Remote desktop support
- Network Auditing
- Problem Solving Ability
- Coordination & Adaptability
Languages
- Tamil
- Hindi
- English
Timeline
Deputy Officer
TVS Supply chains Solutions Limited
10.2025 - Current
SENIOR ANALYST
HCL Technologies Limited
08.2019 - 08.2022
OPERATION EXECUTIVE
Tata Consulting Services (TCS iON) for Core Integra
12.2016 - 03.2019
B.E. - MECHANICAL ENGINEERING
Anna University
Seventh Day Adventist Matriculation -
Seventh Day Adventist Matriculation higher secondary school
HIGH SCHOOL -
Kendriya Vidyalaya Narimedu