Surya Narayanan T

· Providing Tier 1 to Tier 3 Support for International Customer.

· Managing the onboarding and off boarding processes for employees.

· Implementing and managing role-based access controls across various platforms.

· Administering and managing Office 365, including Exchange Admin Center.

· Managing Azure Active Directory Connect and related services.

· Implementing and managing Conditional Access policies and Multi-Factor Authentication (MFA), including DUO administration.

· Managing Azure, Active Directory roles, Privileged Identity Management (PIM), and subscriptions.

· Leading special projects, technology rollouts, and integration initiatives.

· Overseeing asset management, including hardware and software assets.

· Providing comprehensive support for desktops, applications, and hardware.

· Administering and supporting MS Teams Calling.

· Administering Citrix ShareFile.

· Administering Trellix (McAfee) and Acrobat Portal.

· Providing support for AVD, CCH Axcess, Caseware, and CCH Engagement.

· Administering Active Directory services.

· Providing white glove support to C-suite executives.

· Utilizing PowerShell for scripting and automation tasks.

· Managing Intune and Entra platforms.

• Responded to client inquiries and provided technical support for users.
• Troubleshot hardware and software issues to ensure optimal performance.
• Assisted with installation of computer software and operating system updates.
• Guided users through setup of desktop hardware and peripherals.
• Conducted remote troubleshooting to resolve technical challenges.
• Customized desktop applications to align with user requirements.
• Recorded technical issues and solutions in logs for future reference.
• Followed up with clients to confirm functionality of systems.

• Collaborated with customers' technical operations teams to define and resolve issues effectively.
• Drove closure of local IT user calls not addressed by Service Desk per defined SLAs.
• Delivered technical solutions for client challenges utilizing various internal tools.
• Maintained communication between higher-level support team and clients regarding ongoing issues.
• Provided application and website support along with basic network and desktop assistance.
• Established rapport with business operations stakeholders through regular meet-and-greet interactions.
• Served as a reliable point of contact for Service Desk escalations and non-standard requests.
• Managed end-to-end lifecycle of Service Desk, ensuring SLA compliance and monitoring ticket flows.

• Converted Acord from Underwriter into comprehensive Policy Document utilizing Citrix Server.
• Provided remote client support and resolved technical issues efficiently.
• Analyzed claims and approved valid requests in collaboration with SME and SOP.
• Operated under Service Level Agreement (SLA) and Turn Around Time (TAT) frameworks via VPN.
• Utilized remote applications and desktops effectively, including Concept One platform.
• Managed Citrix Receiver (ARIIS) operations based in Hunt Valley, US, alongside OptimxTool Management.
• Participated in team meetings focused on identifying opportunities for process optimization.
• Provided technical support for internal staff regarding system usage issues related to operations management.
• Investigated root causes of errors or delays in order fulfillment processes and recommended solutions.
• Assisted with the development of new processes and procedures to improve efficiency.

• Managed email communications and team operations to enhance productivity.
• Conducted client calls to address inquiries and strengthen relationships.
• Oversaw queue management to ensure timely responses and efficient service delivery.
• Provided monthly reports for associates to track performance metrics.
• Maintained associate relationships while delivering IT support and guidance.
• Executed routine activities, including antivirus updates and end-user workstation inventory.
• Resolved application-related incidents through thorough analysis and solution identification.
• Streamlined upkeep of common devices, such as printers and IT accessories.