GOWTHAMAN SURESHKUMAR

Service Desk & NOC Support

• Acted as a single point of contact (SPOC) for technical issues: resolving inquiries from 16,000+ global users via calls, tickets, emails, and chat.

• Supported collaboration tools: Velo33, Velo160, Velo124, Cisco Meraki, EM7, Logical Monitoring , Data Centre

• Managed Device: analysing and escalating problems, performance troubleshooting. Communicating with technicians and tracking problems until they are resolved.

• Data Centre: Creating access to users by using Cyrus, Flexential and Digital Marketplace tool.

Technical Support & Service Desk

• Acted as a single point of contact (SPOC) for technical issues: resolving inquiries from 16,000+ global users via calls, tickets, emails, and chat.

• Troubleshooted and resolved IT-related and application issues: ensuring efficient user experience across various platforms and applications.

• Leveraged ITIL framework and terminology: adhering to Service Level Agreements (SLAs) established with stakeholders for timely issue resolution.

• Managed Service Now ticketing system: efficiently triaging, troubleshooting, and resolving incidents reported by users.

• Performed procedural IT tasks: including unlocking user accounts, resetting passwords, managing file share permissions, and configuring user access in Active Directory, Exchange (O365), and O365 licensing.

• Supported collaboration tools: Zoom, Microsoft Teams, Slack, Skype for Business, and O365 products (Outlook, One Drive, Office Suite, SharePoint).

• Managed user lifecycles: configuring and adding computers/laptops to the domain, managing administrative rights access, configuring Multi-Factor Authentication (MFA), and handling user on boarding and off boarding tasks.

• Maintained device security: configuring and troubleshooting Cisco IP communicator and Cisco Jabber.

• Managed laptop/desktop backups: ensuring data protection and performing regular maintenance.

• Provided hardware and software troubleshooting: diagnosing and resolving issues related to keyboards, system performance, noise, Blue Screens of Death (BSOD), etc.

• Designed, deployed, and configured Azure resources: including virtual machines, virtual networks, storage accounts, and Azure Active Directory for user management, group policies, and access control.

• Optimized Azure resources: monitored performance and implemented cost- saving measures to ensure scalability and efficiency.

• Managed virtual machines: created VMs on demand for different teams, performed remote logins for troubleshooting and deployments, and configured Network Security Groups (NSGs) to control network traffic.

• Proficient in remote access tools: GoToAssist, Remote Desktop Client, Quick Assist, WebEx, Zendesk, and TeamViewer.

Technical Support & Problem Resolution

• Diagnosed and resolved a wide range of software, hardware, and connectivity issues: ensuring efficient user experience and minimizing downtime.

• Delivered technical training on hardware/software: empowering end-users with self-resolution skills.

• Provided remote IT support: troubleshooting and resolving issues for geographically dispersed clients.

• Repaired critical networking issues: proactively addressed emergency situations to prevent revenue loss through 24/7 remote support.

• Leveraged BMC Remedy ticketing system: effectively monitored, tracked, and resolved user-reported incidents.

Hardware Management & Support

• Performed hardware replacements: efficiently resolving issues with keypads, touch pads, RAM, and LCD screens.

• Provided technical and floor support for senior management meetings:

ensuring smooth technological functionality for critical meetings.

IT Asset Management

• Possessed knowledge of IT Asset Management (ITAM): generating reports on IT asset inventory and requirements for procurement.

• Conducted quarterly inventory audits: maintaining accurate asset records and developing processes for continued accuracy.

• Developed and implemented IT hardware and software asset lifecycle strategies: collaborating with stakeholders like Procurement and IT Operations to optimize asset lifecycles.

• Managed end-to-end IT asset lifecycle within ServiceNow: utilizing the ITSM/ITOM tool for efficient asset tracking and management.