Summary
Work History
Education
Skills
Websites
References
Timeline
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Susi Prahalathan

Wellington,NZ

Summary

Enthusiastic Service Desk and Desktop Support Specialist with 5+ years of experience in IT support, specializing in Troubleshooting Windows PC, Azure, M365, Cloud Technology, and Networking. Skilled in providing exceptional customer service, resolving technical issues efficiently, and ensuring client satisfaction. Known for creating a positive work environment and delivering solutions under pressure.

Work History

Service Desk Analyst (ICT Operations Group)

Tertiary Education Commission
  • Provided L1 incident resolution using ServiceNow for incident logging, ensuring adherence to ITIL standards and seamless escalation process.
  • Managed and diagnosed client requests through ServiceNow, validating and prioritizing tickets to ensure prompt issue resolution or escalation to appropriate teams.
  • Delivered high-quality deskside and remote support, minimizing downtime and maintaining a positive user experience by resolving technical issues efficiently.
  • Coordinated user onboarding/offboarding, assigning group memberships, password resets, account lockouts, LAPS access, offboarding user’s asset management in a hybrid Active Directory environment/Intune.
  • Administered emails using Exchange Online and Defender, including releasing emails, inbox delegation, creating distribution lists, mailbox, and converting DLs to M365 groups.
  • Provided proactive updates to clients while identifying areas for improvement in current processes and offering suggestions for enhancing workflow.
  • Resolved Windows PC issues, including driver installations, application setup, Outlook troubleshooting, peripheral configurations, and network drive setup.

Service Desk Analyst (Information Systems)

New Zealand Qualification Authority
  • Provided first call resolution for L1 issues using ASM, ensuring efficient incident logging and escalation per ITIL standards.
  • Managed calls and tickets validated and diagnosed client requests utilizing ASM to streamline incident management and escalate to relevant teams for resolution.
  • Delivered friendly and efficient deskside and remote support, ensuring minimal downtime and a positive user experience.
  • Managed user onboarding/offboarding, assigning group memberships, password resets, LAPS access, offboarding user’s asset management in a hybrid Active Directory environment.
  • Managed emails using Exchange Online and MailMarshal, including releasing emails, delegating inboxes, creating distribution lists, and converting DLs to M365 groups.
  • Provided timely updates to clients and identified gaps in current process and provided suggestions for improvement.
  • Troubleshot Windows PC issues, including driver reinstallation, application installation, Outlook troubleshooting, peripheral pairing, and network drive setup.

ICT Support Technician (IT-Technical Support)

Sutherland Global Services
  • Working as a professional call-handling technician to provide technical information to customers.
  • Fixing bugs and issues on customers’ devices through call or a remote connection.
  • Troubleshooting Netgear – Routers (SOHO), range extenders, network adapters, unmanageable switches, powerline ethernet adapters, etc.
  • Setting up DMZs, port forwarding rules for gaming routers.
  • Managing SSIDs, passwords, Wi-Fi frequencies, and other settings.
  • Performing firmware updates on various networking devices.
  • Installing and configuring hardware and software based on customers’ requirements.
  • Extensive Level 2 technical support and guidance to end-users.
  • Involved in remote desktop support for easy aid on complex troubleshooting.
  • Handling E-mail and Chat support using Salesforce Tool.

Copy Editor (Articles and Books)

Exeter Premedia Services
  • Edit academic books and journals for grammar, punctuation, spelling, and adherence to style guidelines.
  • Ensure consistency in language, tone, and formatting across all content.
  • Enhance clarity, readability, and overall quality of the written material.
  • Verify factual accuracy through cross-referencing data and sources.
  • Maintain alignment between content objectives and reader engagement.
  • Enforce strict adherence to in-house or publication-specific style guides.
  • Liaise with authors to resolve content ambiguities and inconsistencies.
  • Perform thorough proofreading to eliminate linguistic and formatting errors.
  • Manage multiple editorial projects concurrently while meeting tight deadlines.

Copy Editor (Books and Journals)

Cosmic Strands
  • Edit books and journals for grammar, spelling, punctuation, and style consistency.
  • Maintain consistency in language, tone, and style throughout the document.
  • Improve the clarity and readability.
  • Cross-reference data and facts to ensure correctness.
  • Ensure the alignment of the content and capture the reader’s attention.
  • Enforce adherence to the organization’s or publication’s style guide.
  • Raise author queries regarding unclear or inconsistent content.
  • Conduct complete proofreading to identify and correct errors.
  • Adhere to deadlines and manage multiple projects simultaneously.

Education

Bachelor of Engineering - Information Technology

Trichy Engineering College, Anna University
04.2010

ITIL 4 Foundation Certificate - IT Service Management

03.2024

Microsoft 365 Fundamentals -

04.2023

Microsoft 365 Fundamentals -

11.2024

Skills

  • MS-Azure
  • Entra ID
  • M365
  • Admin centre
  • Active Directory
  • Cloud SharePoint
  • Powershell
  • Teams
  • Exchange Online
  • Mail Marshal
  • Messaging
  • ASM
  • ServiceNow
  • Cisco VPN ZENworks
  • Mailboxes
  • Windows & MAC OS
  • Recovery and backup
  • Cybersecurity concepts
  • GPO
  • Access Policies
  • Diagnose and manage tickets
  • TCP/IP
  • Hardware
  • Software
  • Android
  • IOS
  • MS Intune
  • Windows 10/11
  • Hybrid Environment
  • MS-Defender
  • VMware
  • CCNA
  • Networking concepts - DNS
  • DHCP
  • WAN
  • WLAN
  • LAN
  • Routers
  • Switches
  • Access Point
  • Cloud
  • Security
  • ITIL
  • SLA
  • WAP
  • Laptops
  • Desktops
  • Monitors
  • Mobile

References

  • Mike Tuhiwai, Client Services Team Leader, NZQA, I recommend Susithra for any Service Desk role she applies for. She was in my team for a short-term contract and exceeded expectations. Her CV highlighted some attributes I was looking for including ITIL and Azure certifications.
  • Nick Moynihan, Desktop Engineer, NZQA, In her short time with us Susi has shown herself to be quick and eager to learn, and proactive when looking to upskill and take on new tasks. She coordinates well with other members of the team and has been surprisingly proficient in her interactions with customers.
  • Tina Pohe, Desktop Engineer, NZQA, Susi joined our team at a time when we were extremely understaffed, and our workload was heavy. In an environment that some may have found stressful and overwhelming, Susi always showed a calm and polite demeanour.
  • Uma Muthukrishnan, Senior Project Manager, NZQA, I had some interactions with Susi at NZQA when she was a service desk analyst there. Susi was friendly to talk to. Susi asked the right questions to understand my issue.
  • Aaron Caulton, Junior Cloud Engineer (My Training Buddy), TEC, Susi was a delight to work with. She settled in well with the team and was able to quickly learn the processes and ways of working at TEC.
  • Benjamin Cooper, Manager Operations, TEC, I had the pleasure of managing Susi in her role as a Service Desk Analyst, and she was an outstanding member of the team.

Timeline

Service Desk Analyst (ICT Operations Group)

Tertiary Education Commission

Service Desk Analyst (Information Systems)

New Zealand Qualification Authority

ICT Support Technician (IT-Technical Support)

Sutherland Global Services

Copy Editor (Articles and Books)

Exeter Premedia Services

Copy Editor (Books and Journals)

Cosmic Strands

Bachelor of Engineering - Information Technology

Trichy Engineering College, Anna University

ITIL 4 Foundation Certificate - IT Service Management

Microsoft 365 Fundamentals -

Microsoft 365 Fundamentals -

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Susi Prahalathan