Mughilan Sandaran

• Provide 1st and 2nd level support via phone call, chat, and email.
• Monitor new self-service tickets raised by internal employees and provide support to them.
• Monitor kickback tickets and collaborate with the support team on resolving end users' issues and queries.
• Helping users to raise requests on behalf of others, depending on the request type.
• Monitoring network downtime and collaborating with the network team for further actions need to do, such as if it is a False alarm or High Priority ticket.
• Assisting users in issues with VPN – Global Protect. Provide troubleshoot depending the error user getting.
• Knowledge in RSA Console, such as creating RSA Account, unlock the account and disable and delete the RSA Account.
• Helping user to raise Firewall Access request to Network team once approve by IT Security Team and monitor the Task and inform the user about the update.
• Mobile phone email configuration and Lync & Skype for business account management.
• Provide software installation and configuration remotely
• Desktop wireless/wired troubleshooting, updating Wi-Fi certificates, remote access to assist user’s machine using BOMGAR application.
• Helping user with Sophos Safeguard issue as a Encrypt software in Windows 7 and Bitlocker issue on windows 10/11
• Troubleshooting issues with M365 access and application issues such as Outlook 365, word, excel, powerpoint, Microsoft Teams, and etc.
• Assisting user with issue with SAP Applications such as SAP Fiori, SAP MM, SAP BPC and etc.
• Knowledge on creating Salesforce account, assigning License within Salesforce account and removing the Salesforce account.
• Providing Local Admin Rights to the computer by Creating Local Admin account and Security Groups for the Computer. As well as resetting the Local Admin account Password.
• Knowledgeon Active Directory. Reset passwords, create groups, account locked, disabled account and check account information
• Troubleshooting Citrix issue, such as installing Citrix receiver, and helping end users logging into Citrix
• Creating Distribution List, Share Mailbox and Managing Distribution List and Shared Mail box.
• Creating Skype Account for the user and also removing the account for the user
• Assisting user with Webex Account creation and password reset.
• Major Incident Management – Engage with MIM team with possible Major issue that impacting the productivity of the Business.
• Supporting users in M365 applications and accounts related issues
• Horizon Virtual Machine Management, such as assigning and deleting VMs for development users.
• Collaborated with senior IT staff to escalate complex issues for swift resolution.
• Reviewed and updated support procedures, streamlining operations and enhancing service quality.
• Aided management in designing training manuals for usage and troubleshooting.
• Instructed teams on ICT safety and security policies.
• Monitored network security, identified vulnerabilities, and implemented measures to protect against cyber threats and ensure data integrity.
• Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
• Identified system performance issues, providing swift remedial action.
• Maintained and repaired peripheral equipment connected to laptops and desktops.
• Participated in IT projects, contributing technical expertise to achieve project objectives.
• Coordinated with external support services to resolve complex technical problems that required specialised expertise.
• Resolved service user requests within target timeframes.
• Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
• Participated in the development of IT policies and procedures to standardise support processes and improve service delivery.
• Analysed support ticket trends, recommending improvements to IT services and processes.
• Created and maintained detailed documentation of technical procedures, user guides, and troubleshooting steps to enhance knowledge sharing.
• Managed ticketing system, prioritising and resolving IT queries within agreed service levels.
• Coordinated with vendors for warranty and repair services, ensuring timely equipment fixes.
• Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
• Used remote access to navigate and link to customer computers.
• Collaborated with cross-functional teams to develop and implement IT solutions that met business needs and performance goals.
• Utilised diagnostic tools and software to swiftly identify the root cause of technical issues, expediting problem resolution.
• Helped customers set up new systems, applications and software.

Account Paypal:-

• Provide 1st and 2nd level support
• Knowledgebase on Active Directory. Reset passwords, create groups, account locked, disabled account and check account information
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Window 10, MAC and Microsoft Office
• Adding local/personal or network printer, enroll badge ID on printers
• Mobile phone email configuration and Lync & Skype for business account management.
• Provide software installation and configuration remotely
• Desktop wireless/wired troubleshooting, updating Wi-Fi certificates, remote access to assist user’s machine using BOMGAR application.
• Deals with MAC key-chains issue, guide user to change password on MAC and update certificate or installation software on MAC
• Microsoft exchange configuration. Manage Outlook distribution list (DL) feature of Outlook to maintain of email addresses to all of them at once through DL Manager.
• Troubleshooting with PDA4 related issue, (Attack, Compass, Java, Admin tools, Kana- Emails)
• VDI Citrix – Access and Troubleshooting
• Providing feedback on Oracle knowledgebase for new rollouts or updates
• Setup User Security Group and DL Access to Mirror Another User using Active Directory ‘Member of’ Tab
• Outlook 2016 installation, manage Outlook rules & alerts, create new profiles, Outlook signature, manage schedule of meeting, adding PST (personal folder files) files, Outlook connection issue and password errors, Outlook for Mac SSO error, repair achieve folder, check for rules and permissions, calendar sharing, delegation
• Remove hung sessions on Citrix environment
• New request process RSA SecurID, manage user’s account creation and assign tokens, manage RSA admin groups, issuing software token, manage with token expired, lost and deactivation
• VPN F5 (Virtual Private Network) – Access issue by security policy. Check Symantec Endpoint Protection, check machine certificates, check bit-locker encryption and Internet explorer settings
• Troubleshooting with Yubikey & PingID as second layer security. Helping on One Time Password (OTP), Yubikey registration and un-pairing device and working with user’s profile in PingID console.
• Major Incident Management – Manage incidents including business expectations and communication; Expertise ticket if needed using Urgent Messenger, Dashboard Ticket and Front-End Message (FEM)

Account Beckman:-

• Provide 1st and 2nd level support
• Knowledgebase on Active Directory. Reset passwords, create groups, account locked, disabled account and check account information
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Window 10, and Microsoft Office
• Adding local/personal or network printer.
• Mobile phone email configuration.
• Provide software installation and configuration remotely
• Desktop wireless/wired troubleshooting, updating Wi-Fi certificates, remote access to assist user’s machine using BOMGAR application.
• Deals with Microsoft Windows Bit locker issue.
• Microsoft exchange configuration. Manage Outlook distribution list (DL) feature of Outlook to maintain of email addresses to all of them at once through DL Manager.
• Outlook 2016 installation, manage Outlook rules & alerts, create new profiles, Outlook signature, manage schedule of meeting, adding PST (personal folder files) files, Outlook connection issue and password errors, Outlook for Mac SSO error, repair achieve folder, check for rules and permissions, calendar sharing, delegation
• Assisting user in registering VIP credentials ID on their profiles as needed for access VPN connections as a 2FA authentication after Network login credentials.
• Troubleshooting VPN issues (Network Connect), such as installing and reinstalling the application, updating the Certificate. Also handles questions regarding VPN Access request inquiries and issues.
• Handles issue with user who facing issue logging in to the computer remotely. Assisting users to login locally to their machines and connect them to VPN and have users to login using their network credentials.
• Also assisting users with trust relationship issues, adding the computer to the domain and updating the Group policy update to their machines.
• Handles questionnaire with onboarding issues and workday access issue.
• Major Incident Management – Manage incidents including business expectations and communication; Expertise ticket if needed using Urgent Messenger, Dashboard Ticket and Front-End Message (FEM)

Account Motorola:-

• Provide 1st and 2nd level support
• Knowledgebase on Active Directory as a webpage application for Reset passwords, create groups, account locked, disabled account and check account information
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Window 10, and Microsoft Office
• Adding local/personal or network printer.
• Assisting user to setup Motorola Gmail, setting up OTP Code, Enabling and checking the status of Google account as a admin for Motorola Google Admin account
• Provide software installation and configuration remotely
• Desktop wireless/wired troubleshooting, updating Wi-Fi certificates, remote access to assist user’s machine using BOMGAR application.
• Deals with Microsoft Windows Bit locker issue.
• Assisting users on setting up OKTA Login and also OKTA VPN such as, Creating the OKTA Account, Updating the phone number to receive OTP code to login to OKTA or connect to OKTA VPN.
• Also assisting user’s issue connecting to VPN using the OKTA VPN (Bond with Pulse Secure Application), Installing and uninstalling the components of the VPN Applications.
• Handles issue with user who facing issue logging in to the computer remotely. Assisting users to login locally to their machines and connect them to VPN and have users to login using their network credentials.
• Also assisting users with trust relationship issues, adding the computer to the domain and updating the Group policy update to their machines.
• Major Incident Management – Manage incidents including business expectations and communication; Expertise ticket if needed using Urgent Messenger, Dashboard Ticket and Front-End Message (FEM) as requested by only the technician as SRT or CWT.

• Manage large amounts of incoming calls
• Supporting involving Driver's and Passengers queries, fair disputes, training on how to use grab application, update personal profile of Drivers and passengers upon their request, lost items, and etc.
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal and customer service team sales targets, and call handling.
• Handle customer complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies

•Web Design and Development

•Advertisement Designing

•Network Plan Designing

• Network Site Survey
• Network Configuring and Monitoring
• Network Testing
• Install the OS on work computers
• Install new updates on the computers
• Helping the employees to fix hardware issues with
• Setting up and maintain the Local Server in the office