Radha Saluja Murugan

· Supported few accounts in DXC Technology Malaysia for 17 years.

· Responsible for handling Level 1 and Level 2 analysis, troubleshooting and resolution.

· Experience with Windows 2003 2008 Server, Exchange Server, Active Directory, Group Policies (providing Administrator access to users), Patch management, Log management, VMWare, Azure, SharePoint, OneDrive, Citrix, AWS, Outlook, Exchange admin Centre and O365 clouds

. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

· Coordination with L3 team.

· Ticketing in ITSM with main service desk tools

· Updating, maintaining and forwarding to agents

· Follow up on daily escalation tickets

· Always monitor the rejected tickets

· Provide training for the new staff on the overall processes

· Buddy system with the new agents

· Handle Severity 1 and 2 issues

· Handle VIP tickets

· Perform Page Out for Severity 1 issue

· Assigned email for agents and doing emails

· Responsible for driving technical service resolution and maintaining high levels of customer satisfaction through pre- and post-engineering technical/functional support to current and prospective customers.

· Providing systems engineering support for customers in a 24x7 service organization.

· Acts as a take's ownership of all assigned tickets.

· Assist other engineers, develop internal certification criteria and curriculum.

· Participate on rotating shift coverage and company on call program as needed.

· Coordinates with client management to formulate highly complex technical solutions.

· Develops and analyses highly complex system standards, thresholds, and recommendations to maximize system performance.

· Conducts capacity planning reviews with management and approves capacity plans formulated.

· Develops strategies to manage the frequency of appropriate support package/patch application.

· Monitors database maintenance and provides appropriate recommendations.

· Implements solutions and refines procedures as appropriate.

· Research current systems technology and serves as subject matter expert on complex systems processes and procedures.

· Handling product queries and communication related to assigned customer accounts.

· Coordinating issues internally and with outsourced partners, service providers and onsite teams.

· Maintaining up-to-date contact information, supported product lists, technical information, troubleshooting information, and fault handling information.

· Interface with customer for all CSRs internal and external.

· Implement workarounds to limit customer downtime and ensure permanent solution implementation.

· Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with customers and partners.

· Maintain all connectivity and account details from a support perspective.

· Ensuring SLAs better than customer contract.

· Execute tasks allocated by reporting manager timely.

· Coordination with customer/partner SPOC for all technical aspects and on-site tasks including structured cabling, labeling, rack mounting, equipment powering.

· Incident management, reporting, RCA preparation.

· Creating ADM account for different domain.

· OneDrive and SharePoint troubleshooting issue.

· PST file and SMIME Cert troubleshooting issue.

· Extract file in AD for user details.

· VDI Citrix machine troubleshooting.

· Installed, configured, tested and maintained operating systems, application software, and system management tools.

· Reduced downtime, implementing proactive maintenance strategies for crucial equipment.

· Enhanced team productivity by providing guidance and support to junior engineers on complex projects.

· Participated in ongoing professional development activities keeping abreast latest technological advancements and applying them strategically within company projects when applicable.

· Self-motivated, with a strong sense of personal responsibility.

· Proven ability to learn quickly and adapt to new situations.

· Skilled at working independently and collaboratively in a team environment.

· Excellent communication skills, both verbal and written.

· Worked well in a team setting, providing support and guidance.

· Respond to user inquiries via phone, email, or chat promptly and professionally.

· Troubleshoot hardware, software, and network issues to resolve user problems efficiently.

· Document all support interactions accurately in the ticketing system.

Escalate complex issues to higher-level support or specialized teams, as needed.

· Provide clear instructions and guidance to users for resolving technical issues.

· Maintain knowledge of current technology trends and company-supported systems.

· Follow established procedures to ensure consistent and quality service delivery.

· Prioritize and manage multiple support requests to meet response time targets.

· Assist in onboarding new users by setting up accounts and configuring devices.

· Follow up with users to ensure issues are fully resolved and satisfaction achieved.

• Company Overview: VADS was involved in offering IT troubleshooting solutions for Linksys (A Division of Cisco) customers of about 190 products
• Perform troubleshooting and maintenance on customer's network
• Co-ordinate between Field Support and IP Providers to keep customers updated
• To handle telecommunication lines, routers, adapters, applications, switches, LAN, and WAN issues
• Troubleshoot network problems, optimizing network speed, and LAN maintenance
• Must be able to work independently and meet the Service Level Agreement objectives
• VADS was involved in offering IT troubleshooting solutions for Linksys (A Division of Cisco) customers of about 190 products