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Work Experience
Senior Technical Support Associate
NTT Data• March 2021 - Present
Responsible for Global Remote Desktop Support and Remote Administration Services, Involves infrastructure and business application support. Responsible for Mobile Device Management Support(MDM)- Intune, Duo. Troubleshooting and Checking the due diligence for the issues related to Cisco/Alto Palo (VPN) Providing license to the user for O365. Adding/removing users to the requested group via Active Directory. Engage MIM and represent service desk, collaborate and work with external teams to ensure faster resolution on the incidents applications domain, hardware resulting due to the weekend Patch Upgrade or Change Requests. Used ServiceNow ticketing tool to manage and control the tickets, Changes, Problems as per ITIL guidelines– Incident Management, Change Management & Problem Management. Deploying software via System Center Configuration Manager.
Senior Technical Analyst
HCL Technologies• March 2019 - March 2021
Managing VM infrastructure from different clusters (Around 10000+ Virtual Machines). Was supporting the Core Operations Team as an SME for a Leading Investment Banking giant in Europe. Handled a team of 20 (both Voice and Non-Voice Technicians) who are involved in service desk, technical, and cross-functional support. Track all incidents until they are solved as per the agreed SLA in ServiceNow. Driving the team for open volume reduction and decreasing the misroutes and increasing the C-Sat. Providing technical resolution for issues based on Windows Operating System, Virtual machines, Network storage drives, MS Office, Network connectivity, Active Directory, Printer, and E-mail Clients. Handling critical escalations calls or emails or chats. Monitor and track incident cases through the incident management process.
Soft Skill trainer
SMART Training Resources India Private Ltd• June 2015 - October 2015
Training the college students on verbal aptitude and soft skills to make them clear the placements Prepared modules. Co-ordinated and managed the training modules.
Education
Sri Sai Ranganathan Engineering College
Mechanical Engineering, BE• August 2011 - May 2015
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karthik020 has not updated skills details yet.