Rathinah Paramasivam

Key Responsibilities:

• Providing IT support to client employees across regions.
• Handling Jira incident tickets and Slack chat escalations daily.
• Managing user accounts and access in Active Directory and Okta.
• Granting access to Microsoft, SharePoint, Azure AD, InTune, MFA, Sitepoint.
• Working with AWS WorkSpaces and virtual machines.
• Troubleshooting laptops/desktops via Bomgar.
• Installing software via SCCM or KITS.
• Managing SLA targets, queue handling, and escalations.
• Creating and updating knowledge base documents.
• Handling subscriptions, hardware requests, approvals, and user onboarding.
• Monitoring remote/virtual machine performance.
• Supporting global teams through technical troubleshooting

TECHNOLOGIES:
Salesforce, Slack, Okta, Jira, Confluence, AWS WorkSpaces, Active Directory,
PowerShell, Microsoft Office, Google Workspace Admin, Puppet enterprise, ChatGPT, IAM, Airtable, workday, horde, Coupa.

• Giving level 2 support for a few clients
• Professionally handling incident tickets in Service Now that come on the queue on daily basis and escalations ensuring issues are resolved efficiently and promptly.
• Handling Active Directory to add/remove users’ security baseline, project groups, and security groups. Also, to manage user’s account details as password reset and account locked/disable as an admin.
• Handling Active Directory to give access to a new user, as well as Microsoft Access, Sitepoint access, SharePoint access, Azure AD, In-tune and MFA access.
• Releasing and blocking emails in Mime-cast
• Experiencing on Citrix director
• Accessing File-site to give access to a user on last modification.
• Assessing user issues over the emails/tickets and assisting to the best of abilities
• Troubleshoot laptop, desktop, and client devices via Bomgar.
• Experience in troubleshooting windows 7 and Windows 10.
• Installing/downloading software upon user’s request from SCCM or KITS.
• Individually achieving SLA targets and managing the tasks queue
• Updating and managing knowledge base
• Manage escalation process of issues from L1
• Providing IT support to client and remote into user’s machine to do troubleshoots.
• Accessing and fulfilling client’s needs and educating the clients where applicable to prevent the need for future contacts and documentation through contact tracking

Key Responsibilities:

• Practice understanding the technical knowledge and experience in LAN network supports.
• Professionally handling incident tickets in HEAT that is given on a daily basis and escalations ensuring issues are resolved efficiently and promptly.
• Accessing and fulfilling clients’ needs and educating the clients where applicable to prevent the need for future contacts and documentation through contact tracking
• Handling aging incident tickets and closing it on time.
• Handling Active directory to add/remove user’s security baseline, project groups, and security groups. Also, to manage user’s account details as password reset and account locked/disable as an admin.
• Handling Active Directory to give access to new users, as well as Microsoft access, license, Pivotal, Edocs, TMF Online.
• Assessing user issues over the emails/tickets and assisting to the best of abilities
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the user experience
• Troubleshoot laptop, desktop, and client devices via Kaseya.
• Experience in troubleshooting windows 7 and Windows 10.
• Installing/downloading software upon user’s request from SCCM or KITS.
• Participating and providing expertise.
• Handling uplift emails at times.
• Working closely with team members to meet the objective of developing and recommending changes to the existing methods and systems to increase the accuracy, efficiency, and responsiveness of the team.
• Providing IT support to users and remote into the user’s machines to do troubleshoots.

Key Responsibilities:

• Professionally handling incident tickets in SNOW that are given as backlog on daily basis and escalations ensuring issues are resolved efficiently and promptly
• Accessing and fulfilling client’s needs and educating the clients where applicable to prevent the need for future contacts and documentation through contact tracking
• Handling aging incident tickets and closing it on time.
• Handling Active directory to add/remove users’ security baseline, project groups, and security groups. Also, to manage user’s account details as password reset and account locked/disable as an admin.
• Assessing user issues over the emails/tickets and assisting to the best of abilities
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the user experience
• Practice understanding the technical knowledge and experience in LAN network supports.
• Troubleshoot laptop, desktop, and client devices via Logmein Rescue and RDP/dameware system.
• Experience in troubleshooting Windows 7 and Windows 10.
• Installing/downloading software upon user’s request from SCCM or KITS.
• Participating and providing expertise as a senior member of the team
• Handling uplift emails at times.
• Working closely with team members to meet the objective of developing and recommending changes to the existing methods and systems to increase the accuracy, efficiency, and responsiveness of the team.
• Providing IT support to users and remote into users’ machines to do troubleshoots.
• Sending out daily reports of the shift/day to reporting manager.
• Led newcomers/newbies to develop their call/email/chat and backlog tasks and incidents as senior IT Analysts.

Key Responsibilities:

• Professionally handling incoming requests via emails and escalations ensuring issues are resolved efficiently and promptly
• Professionally handling email and escalations from time to time.
• Accessing and fulfilling client’s needs and educating the clients where applicable to prevent the need for future contacts and documentation through contact tracking
• Handling delayed flights and rearranging new flights upon request.
• Assessing customer issues over emails and assisting to the best of my abilities
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers’ experience
• Participating and providing expertise as a senior member of the team
• Working closely with team members to meet the objective of developing and recommending changes to the existing methods and systems to increase the accuracy, efficiency, and responsiveness of the team as a whole.
• Broadcasting sms and email blasts to customers according to cases and situations.
• Sending out a daily report of the shift/day.
• Led newcomers/newbies to develop their calling tasks as a senior executives.

Key Responsibilities:

• Handling documents and email
• Failing
• Payroll
• Handling staff passports and create letter for KDN for passport renewal
• Calculating salary
• Daily keen on staff working hours

Key Responsibilities:

• Handling walk-in customers
• Take orders and submit them to the relevant department to fulfill customer requests.
• Handling customers’ issues regarding orders and delivery.
• Taking care of cash counter opening and closing.
• Report to the duty manager on a daily basis

Key Responsibilities: