Yogesh N
Senior System Engineer
Chengalpattu
Summary
Experienced Senior Systems Engineer with a strong background in Customer Service and support, spanning 3 years. Pursuing a challenging opportunity to further refine skills and maximize potential for organizational advancement. Dedicated to making a lasting impact on the industry while continuously advancing personal development within the field
Overview
3
3
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Senior Systems Engineer
Cognizant technology Solutions
03.2022 - Current
- Identify and diagnose issues and problems with speed and accuracy
- Contribute to creation of support documentation (Knowledge articles/Run-book)
- Act as 'face' of IT
- Also act as single point of contact between end-user and IT department
- Hands on experience with Microsoft End Point Management to enroll device under compliance
- Resolve Incidents within SLA through Service-Now tool
- Resolve complex issues in a timely manner and efficient manner
- Establishing Outlook licenses and Microsoft applications in end users machine
- Hands on experience with Azure AD, Exchange administrator and Splunk tool
- Deploying Softwares to end users via Intune Cloud management
- Troubleshooting routine incidents and fixing them at first point of contact
- Providing end-user tech support via help desk channels (this could consist of phone, email, Teams or web chat)
- User account Management (for example, account creation, assigning permissions or password resets)
- Identifying potential major incidents and problems, and highlighting them to management
- Provide updates on tickets that are in Flight
- Hands-on experience in Installing, configuring, maintaining & troubleshooting- Desktop and Laptop
- Trouble-shooting routers, internet connection and basic software troubleshooting.
Knowledge Manager
04.2023 - Current
- Creating Knowledge base articles and educating end users using workspace analysis
- Also responsible for overseeing all knowledge-related activities, including management, capturing, sharing and accessibility of knowledge assets
- Reduced ticket count of IT Teams at Pearson by 25 Percent by automating key manual process and facilitating continuous process improvement.
- Collaborated with IT team to maintain system performance, ensuring seamless access to critical information resources at all times
- Supported change management efforts during major organizational transformations by effectively communicating new processes and expectations to all employees
Subject Matter Expert
01.2023 - Current
- Within 10 months into the process, Was promoted as a Subject Matter Expert (SME) with my en listing hard work and support
- Overseeing development, testing, and implementation of technical solutions
- Determining whether technical solutions meet defined requirements.
Process Associate
Mobius Knowledge Services
04.2021 - 03.2022
- Sourcing all end users profiles from US region and hiring them for opportunity in reputed Organization
- In other terms process of strategically choosing right services and goods that company needs to run their business.
Education
BCA Computer Applications -
SRM Institute Of Science & Technology (Deemed University)
Chennai 06.2017 - 05.2020
HSC - Computer Science
Zion Matriculation Higher Secondary Schol
Chennai 03.2016 - 05.2017
Skills
Ability to Multitask
Adaptability
Leadership
Communication Skills
Microsoft Office
Microsoft Azure
Customer Service
Customer Support
IT Service Management
Websites
Certification
Azure Fundamentals AZ - 900, Microsoft, 01/01/2023
Acknowledgement
I hereby declare the information furnished above is true to the best of my knowledge.
Details
Plot no.6, Door no.25, lakshmi avenue 1st cross street, Urapakkam, Chengalpattu, 603210, India, 8754191808, yogeshnatarajan26@gmail.com
Personal Information
- Date of Birth: 03/26/2000
- Nationality: Indian
Place Of Birth
Chennai
Awards
- Gold Award, Chennai, 06/01/2022, 10/01/2022, Appreciation for receiving 150+ CSAT in a month and was recognized by Customer in Monthly review. Was been consistent in NPS scores for continuous 5 months with 100+ CSAT and received Certificate entitled as "NPS Champion" from Cognizant CIS SBU Head
- Gold Award, Chennai, 10/01/2022, 01/01/2023, Recognized with Outstanding Contribution with the process as a key player and received "Customer Champion" title from the Client. Also received 70+ Appreciation emails from the VIP customers with FCR (First call resolution) method.
- Sapphire Award, Chennai, 01/01/2023, 03/01/2023, Has been consistent in maintaining 98.2% on the quality part and outstanding contribution.
Timeline
Knowledge Manager
04.2023 - Current
Subject Matter Expert
01.2023 - Current
Senior Systems Engineer
Cognizant technology Solutions
03.2022 - Current
Process Associate
Mobius Knowledge Services
04.2021 - 03.2022
BCA Computer Applications -
SRM Institute Of Science & Technology (Deemed University)
06.2017 - 05.2020
HSC - Computer Science
Zion Matriculation Higher Secondary Schol
03.2016 - 05.2017