Summary
Overview
Work History
Education
Skills
Timeline
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RATHIPRIYA NATARAJAN

McKinney,TX

Summary

A result-driven IT professional with extensive 10 years of experience in administration and support of information systems with good communication skills. Seeking a position, that offers professional growth while being resourceful, innovative and flexible, and to secure a challenging position where I can effectively contribute my skills as a professional.

Overview

20
20
years of professional experience

Work History

SERVICE DESK ANALYST

NOTTING HILL GENESIS
05.2022 - 05.2023
  • Providing 1st line and second line IT support across the housing associations using SCCM
  • configuration management control with high professional and efficient method to achieve customer satisfaction.
  • Logging task and incident tickets into ServiceNow, monitoring, updating, and resolving the open tickets according to the IT policy. Triaging between the user and concern team to ensure the issue is resolved within the SLA. Escalating the tickets to Third line support for further investigation if needed.
  • Troubleshooting IT related Support issues with Desktops, Lenovo laptops, Outlook, VPN AnyConnect, OneDrive, MFA, Teams, Android phones, printers, headphones, dockings stations, monitors, shared drives.
  •  Use Active Directory to reset password, unlock accounts, grant security, permissions, extend accounts, perform offline installations on laptops.
  • Processing New starter tickets, Role changes for existing users according to the company IT policy and process which includes creating accounts for new starters, providing access and control according to the request, managing user permissions, memberships, providing licenses using AD, AAD and office 365 Admin portal.
  • Processing Leavers tickets by disabling user accounts in AD, moving them to correct OU and deleting the account and permissions from the Business applications used for the job role. Ensure that leavers IT equipment’s like laptop, mouse, keyboard, headphones, and chargers are returned to IT team.
  • Updating and maintaining all the Asset information for Laptops and Mobile phones in the Certero Tool(Asset management)
  • Providing loaner laptops also includes keyboards, mouse and chargers to the user, advising user how to use self service password reset, how to connect to the VPN using MFA, and tethering off phone using mobile hotspot.

SERVICE DELIVERY ASSOCIATE MANAGER

TATA CONSULTANCY SERVICES
11.2010 - 03.2011
  • Kept department running efficiently and effectively by implementing enhanced policies and procedures when required.
  • Maintained excellent customer service by promptly following up on complaints and requests.
  • Ensured customers received excellent service by going the extra mile to assist with needs, requirements and requests.
  • Coordinated meetings with staff to delegate tasks, communicate targets and determine individual priorities.
  • Managed and maintained service desk, including leading team members and evaluating department efficiency.
  • Closely monitored employee feedback and customer reviews to help improve processes and procedures.
  • Collaborated with customers to discuss service needs and offer available solutions.
  • Ensured customer service met high-quality standards by analyzing staff performance and monitoring customer reviews.
  • Participated in service delivery management role, responsible for ensuring all deliverables are met within SLA by the Team.
  • Responsible for daily team operations, recruiting resource and resource management.
  • Created SOW for all additional scope included for the team RACI matrix.
  • Ensured that the team provided innovation and new automation ideas.
  • Responsible for cost cutting efforts for TCS and for the clients.
  • Work along with clients to ensure that client requirements are met with expected quality and timely deliverance.

CONFIGURATION MANAGER

TATA CONSULTANCY SERVICES
01.2008 - 06.2010
  • Monitored, maintained, and controlled hardware and software configurations in classified network environment.
  • Identified and maintained inventory of items under configuration control.
  • Prepared documentation describing the configuration state of each item under control.
  • Conducted periodic configuration audits to verify that controlled items are configured in accordance with their documented state.
  • Established and overseen change request and implementation procedures for controlled items.
  • Maintain the CMDB and provide the details to the business unit on demand.
  • Conducting process QA/CM reviews/audits to ensure adherence of SM processes.
  • Attending CAB (Change Advisory Board) meeting to update about the assets and change request.

SERVICE DESK ENGINEER

TATA CONSULTANCY SERVICES
06.2006 - 01.2008
  • Efficiently performed troubleshooting through diagnostic techniques and pertinent questions.
  • Maintained excellent team relationships by helping individuals with complex customer issues, complaints, computer malfunctions and questions.
  • Provided timely and effective solutions based on information provided by customers.
  • Kept up-to-date on the latest product, company, software and system changes to stay knowledgeable for end-users.
  • Improved customer support by proactively responding to queries on remedy and handling client complaints via email, chat and on call.
  • Answer all incoming calls to the IT service desk as well as acknowledging all incoming emails to the IT service desk Mailbox.
  • Log all Helpdesk requests into the call logging system (Remedy).
  • troubleshooting, configuring of desktop components, and assisting with physical installations of Desktops and printers.
  • Create, assign, update, and close tickets (call logging).
  • Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
  • Support First level troubleshooting of printers, desktops, servers, network related or attached systems.

HELP DESK ENGINEER

SUTHERLAND TECHNOLOGIES
11.2003 - 06.2006
  • Handled the issues related to all the computers using remote assistance.
  • Responsible for closing all unresolved tickets pertaining to the team.
  • Proactively call back customers for confirmation of issue resolution.
  • Conducting Awareness session to the team to be effective in the working procedure according to the client needs.
  • Training the new techs about the process and the product.
  • Incident Management.
  • Floor walk to support the tech and handle escalation calls.
  • Interacting with the clients for any corrective actions

Education

Master of Science -

MASTERS IN COMPUTER SCIENCE
BHARADHIDASAN UNIVERSITY
04.2002

Skills

  • WINDOWS 10
  • OFFICE 365
  • ACTIVE DIRECTORY
  • GOOD IN EXCEL AND POWERPOINT PRESENTATION
  • REMEDY, SERVICENOW
  • LOTUS NOTES
  • CRM APPLICATIONS
  • ITIL V2 FOUNDATION CERTIFIED
  • ( CCNA CERTIFICATION IN PROGRESS )
  • GOOD KNOWLEDGE IN TCP/IP, LAN ,WAN, SWITCHES AND ROUTERS CONCEPTS
  • PREPARING FOR AZURE CERTIFICATIONS
  • KNOWLEDGE IN ITIL/ITSM Reference model

Timeline

SERVICE DESK ANALYST

NOTTING HILL GENESIS
05.2022 - 05.2023

SERVICE DELIVERY ASSOCIATE MANAGER

TATA CONSULTANCY SERVICES
11.2010 - 03.2011

CONFIGURATION MANAGER

TATA CONSULTANCY SERVICES
01.2008 - 06.2010

SERVICE DESK ENGINEER

TATA CONSULTANCY SERVICES
06.2006 - 01.2008

HELP DESK ENGINEER

SUTHERLAND TECHNOLOGIES
11.2003 - 06.2006

Master of Science -

MASTERS IN COMPUTER SCIENCE

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RATHIPRIYA NATARAJAN