PRIYADARSHINI GS

Role : Application Support Engineer Client : Expo 2020 Dubai ( Etisalat )

• Provided end user support for over 100 Expo 2020 project based applications for Expo 2020 employees.
• Responsible for monitoring, creating and responding to the incidents/requests submitted through an ITSM management tool (Manage Engine).
• Work collaboratively with the team on troubleshooting issues through connecting via Desktop Central and provide resolution managing priorities.
• Provides &rst line investigation and diagnosis of Business applications(Enterprise CRM, Visitor CRM, Participant Portal, Partner Portal, Employees Portal, Visitor Portal), software and hardware related incidents and request from end -users and provide in first call resolution.
• Responsible for improving and documenting the technical processes (using Confluence and Jira).
• Collaborate with other vertical teams like NOC, SOC , Cyber Security etc., for providing resolution with different diagnostic techniques.
• Utilizing, managing and developing scripts works with a team to automate repeatable manual tasks.
• Play the role of Incident Manager single handedly for any incidents reported.

• Worked as 1st/2nd Level IT Support Administrator.
• Delivering technical support (hardware and software) across Hilti Middle East Region users ensuring prompt resolution of issues.
• Provided end user support through IT Ticketing System (Service-Now)
• Managing end-users' accounts in SAP ERP, Exchange Server 2008 and Active Directory.
• Working with other Global IT Teams (Network Team, Client/Software/Workplace Team) to ensure the coordinated management of incidents/requests.

Role: Incident Management Lead (July 2019 - Feb 2021)

• Worked as Lead in Incident Management, managing and addressing incidents/tickets for the entire Chennai region, leading a team of 40 members for managing incidents raised for internal IT queries.
• Coordinated with other vertical teams (Windows, Network, Security) for different kinds of issues raised, managing and driving the team with high efficiency and time management to achieve SLA.
• Conducted calls with vertical team leads for new issues, sorting out the root cause, troubleshooting methods, and the process of implementing them for all users.
• Reported the overall status of the team and its productivity to management on a daily basis.
• Held multiple sessions for SBWS mode (Secure Borderless Workspace) across different project users and locations.
• Created applications in VDI, managed them through VM console, and provided quick resolution if issues occurred inside VDI across different projects.

Role: Regional Engineer (Oct 2017 - June 2019)

• Administered the user's database and managed passwords for over 40,000 users using Active Directory.
• Directly interacted with users for live troubleshooting of desktop, network-level issues, VDI, and application-related issues, providing optimal and permanent solutions.
• Compliance: Regularly tracked Symantec endpoint protection, Data Loss Prevention (DLP), monthly patches, and CrowdStrike antivirus protections, ensuring the assets were under compliance.
• Virtual Desktop Infrastructure: Created, assigned, and recomposed VDI for different projects, troubleshooting as needed.
• Created app stacks in VDI infrastructure for installing application VMs.