Vasanth Kumar D

• Lead Incident Management 1000+Users achieving a 90% customer satisfaction rate and 85% First Call Resolution
• Reduced average Ticket resolution time by 25% streamlining Ticket categarization and automating routine tasks.
• Create and maintain 50+ knowledge base articles for troubleshooting Complex issues (eg:Azure AD,Citrix)
• Mentor 3 new Service Desk Analysts on Ticketing procedures and ITIL frameworks
• Experience in Device Management,App Deployment,Software Management,Patch Management and Reporting using Microsoft Intune
• In-depth work stream experience in deployment,patching,incident resolution & analysis,problem definition,analysis and resolution of deployment failures
• Execution of enterprise support processes including Incident Management/Problem Management/Change Management/Service Request
• Mandatory Technical skills on End Point Management

• Experience in Device Management,App Deployment,Software Management,Patch Management and Reporting using Microsoft Intune
• In-depth work stream experience in deployment,patching,incident resolution & analysis,problem definition,analysis and resolution of deployment failures
• Execution of enterprise support processes including Incident Management/Problem Management/Change Management/Service Request
• Experience in engineering,building,and supporting a large heterogeneous multi data center computing environment
• Good understanding and knowledge on latest Windows Operating Systems(Server and Client OS)
• Mandatory Technical skills on End Point Management
• Experience in handling Service Requests and Incidents for JP MORGAN end users
• Hold the ability to listen and resolve if any fault or issue highlighted and Cross share knowledge with others
• Supporting for Blackberry Mobile Suite, Movius Mobile Application
• Supporting for AT&T VPN
• Supporting for Password resets for Workspace, SSO logins
• Experience in Avaya, Cisco phones, Jabra Headset, Ribbon, Zenesys
• Working with Service Now, handling Incidents through that
• Experience with Jira ticketing system

• Worked with ITSM ticketing tool and Incident management
• Working on the escalated ticket with different teams for the resolution
• Worked in SCCM and VLAN
• Having experience in BES, BIS (Black berry)
• Worked in Windows 95/98/XP/7/Vista, 10 and active directory
• Experience in Avaya, Cisco phones, Printers, Scanner

• Resolution of the various severity tickets and ensuring 100% SLA adherence for all tickets
• Managing Team member queries and achieving the monthly target set
• Worked with ITSM ticketing tool and Incident management
• Monitoring daily tickets and assigning those to the concerned team
• Worked in Windows 95/98/XP/7/Vista 10 active directory, DNS, DHCP

• Worked as a Technical support engineer in IBM project for the client 'Tata Motors Ltd'
• Worked in the IBM BMC REMEDY INCIDENT MANAGEMENT, Service Now
• Experience in resolve network connectivity issue by coordinating with Tata tele services team
• Troubleshooting user problems using Remote software comprising IBM Ayudame, Target Installer, Net Meeting and Remote Desktop Connection
• Worked on LENOVO/HP/IBM/DELL desktop and laptops
• Worked on IBM Lotus notebook, Microsoft Outlook

• Responsible for installation, maintenance and troubleshooting of hardware infrastructure
• Service and Troubleshoot printers (laser, inkjet, dot matrix and fax machine)
• Help establish guidelines and standards for Change Procedures

Responsible for installation,maintenance and troubleshooting of customer hardware and local area networks for various clients. Enhanced client satisfaction through effective management of hardware and networking issues.