SUMAN ZACHARIAS
BANGALORE
Summary
CCNA-certified Network Engineer with a strong foundation in network infrastructure and hands-on experience in helpdesk support. Skilled in troubleshooting, incident management, and maintaining high network performance and security. Proficient with tools like ServiceNow, Citrix, and Active Directory. Eager to apply my technical skills in a dynamic environment to support and enhance IT operations.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Service Desk Help Desk Associate
NTT DATA
04.2023 - Current
- Provided Level 1.5 support for Guardian and Magellan Health, acting as the SPOC for NTT Data and client teams.
- Managed high-priority (P1/P2) incidents, coordinated with resolver groups, and conducted root cause analysis.
- Created and implemented outage procedures to streamline response during critical incidents.
- Analyzed historical service tickets to identify trends and develop proactive improvement strategies.
- Ensured even distribution of workloads across team members to maintain efficiency and prevent burnout.
- Performed regular audits to ensure agents had appropriate access to required support tools.
- Utilized tools and platforms including:
AWS (EC2 monitoring, basic access and health checks)
ServiceNow (incident, change, and problem management)
Citrix Workspace (session troubleshooting, profile resets)
Active Directory (user account and group management)
Microsoft 365 (Outlook, Teams, SharePoint support)
VPN tools (Cisco Any-Connect, Pulse Secure)
- Contributed to knowledge base documentation to improve first-call resolution.
- Trained new joiners on incident handling, ticketing procedures, and escalation protocols.
- Regularly monitored SLA adherence and delivered performance reports to stakeholders.
- Communicated identified improvement areas to clients and internal teams for continuous service enhancement.
Network Engineer
Network Rhinos
10.2022 - 04.2023
Service Desk Associate
Hemmersbach
03.2021 - 10.2022
Education
BCA -
CMR UNIVERSITY
Bangalore 01.2021
PU -
NEW BALDWIN INTERNATIONAL PU COLLEGE
Bangalore 01.2017
ICSE -
MARUTHI VIDYALAYA
Bangalore 01.2015
Skills
- MS OFFICE
- JAVA
- IP CONFIGURATION
- SERVICE NOW
- ACTIVE directory
- AWS
- CITRIX WORKSPACE
Certification
CCNA 200-301, Network Rhinos
Languages
English
Kannada
Tamil
Hindi
Telugu
Hobbies and Interests
- Listening music
- Playing games
- Photography
Areas Of Interest
- Networking
- Switching
- Routing
- Firewall
Timeline
Service Desk Help Desk Associate
NTT DATA
04.2023 - Current
Network Engineer
Network Rhinos
10.2022 - 04.2023
Service Desk Associate
Hemmersbach
03.2021 - 10.2022
BCA -
CMR UNIVERSITY
PU -
NEW BALDWIN INTERNATIONAL PU COLLEGE
ICSE -
MARUTHI VIDYALAYA
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