Thanish Divagar R

Process Management

• Supervised end-user support efforts, designing policies to establish consistent service guidelines and reliable ticket resolution.
• Managed team performance by training, mentoring, disciplining and motivating employees.
• Developed corrective action plans and prevention strategies to improve product reliability.
• Validated adherence to best practices, quality standards and customer specifications.
• Monitored ticket resolution rates, confirming quick and effective technical service call outcomes.
• Introduced higher standards for customer service e and increased efficiency by streamlining operations.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• ITIL Process: Demonstrating a strong understanding of ITIL principles and best practices.
• Service Management: Implemented ITIL-based service management processes to improve service delivery and customer satisfaction.
• Incident Management: Managed and resolved incidents using ITIL guidelines, ensuring minimal disruption to business operations.
• Problem Management: Conducted root cause analysis and implemented solutions to prevent recurring issues, following ITIL best practices.
• Change Management: Successfully managed changes to IT services, minimizing risks and ensuring smooth transitions.
• Service Level Management: Defined and monitored service level agreements (SLAs) to ensure compliance and improve service quality.
• Configuration Management: Maintained an accurate configuration management database (CMDB) to track IT assets and their relationships.
• Continuous Improvement: Led continuous improvement initiatives to enhance IT processes and align them with business goals.
• Service Desk Management: Managed the service desk operations, ensuring efficient handling of incidents and service requests.
• Performance Metrics: Monitored and reported on key performance indicators (KPIs) to measure the effectiveness of ITIL processes.
• Improved operations through consistent hard work and dedication.
• Collaborated with team members to achieve target results .
• Identified areas in need of critical improvement and implemented strategies to achieve targets.
• Supported department leadership in implementing new policies, procedures and controls
• Verified accuracy and effectiveness of reporting processes to track and model data for management review .
• Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration.
• Identified new and more cost-effective suppliers through participation in industry networking events, purchasing advantageous packages, and cutting costs.
• Worked with technical resources to conduct root cause analysis and prevent future issues
• Facilitated knowledge sharing sessions and workshops to promote best practices and continuous learning.
• Performance Metrics: Implemented performance metrics to measure the effectiveness of knowledge management initiatives and identify areas for improvement.

Technical Skills

• Developed risk assessment reports to identify threats and vulnerabilities.
• Incident Resolution: Successfully resolved high-priority incidents, minimizing downtime and ensuring business continuity.
• Root Cause Analysis: Conducted thorough root cause analysis to identify and address underlying issues.
• Collaboration: Worked closely with cross-functional teams to ensure timely resolution of incidents.
• Problem Identification: Proactively identified recurring issues and implemented solutions to prevent future incidents.
• Change Implementation: Successfully managed the implementation of changes to IT services, ensuring minimal disruption to operations.
• Risk Assessment: Conducted risk assessments to identify potential impacts of changes and developed mitigation strategies.
• Recommended IT security improvements to achieve system confidentiality, integrity and availability.
• Assessed threats, risks and vulnerabilities from emerging security issues to advise pertinent stakeholders on appropriate measures.
• Designed, installed and configured email encryption gateways with data loss prevention.
• Technological Integration
• Active Directory Management (Creation / Modification / Deletion)
• Azure AD migration
• Endpoint Manager - Intune Company Portal (Auto-pilot & MDM)
• Exchange Admin Centre – Office 365 (Mailbox/Security Group/ DL)
• Configuration Management - Software Centre and Configuration
• Software parching and installation of new versions to eliminate security problems and protect data.
• Installation of Operating system, integrating new hardware components and software to remote clients.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Configured hardware, devices and software to set up work stations for employees.
• Configuring, managing, and troubleshooting VPN.
• Configured, managed and troubleshot VoIP and multi-media distributed systems and platforms.
• Integrated fixed wireless connectivity into facilities lacking access to terrestrial high-speed networks.
• Installed cabling, wireless routers and telephone systems for data communications networks.
• Managerial switches are Configuring, verify, and troubleshoot VLANs, configuring trunk Ports on Managerial switches, Inter VLAN routing, VTP.
• Assembling computer.