SABARINATH K

• Delivered daily L2 support to clients across UK, Nordics, and India.
• Provided hands-on and remote support for issues related to hardware, Outlook, VPN, and OS builds.
• Migrated over 500 machines from Windows 10 to Windows 11 to enhance security, improve system performance, and align with future software developments.
• The migration was completed successfully, with minimal disruption to daily operations and high user satisfaction.
• Conducted a thorough audit of all 1000+ machines to check compatibility with Windows 11's minimum hardware requirements (e.g., TPM 2.0, Secure Boot, and supported processors).
• User profiles and data were restored, and login functionality was verified.
• Delivered training to end-users to familiarize them with the new interface and features of Windows 11.
• Set up a helpdesk for handling common issues like application compatibility or UI changes.
• Tools like Windows Autopilot or Microsoft Endpoint Configuration Manager (MECM) were used to streamline the deployment process and ensure consistency across machines.
• Tools used for ticketing is ITSM Remedy & Service now.
• Assigned roles and permissions using Active Directory.
• Collaborated with global IT teams to resolve complex escalations.
• Led the Team, handling critical tickets and mentoring junior staff.
• Maintained service SLAs, ensuring minimal downtime and timely deployments.
• Resolved support tickets via email, call, and remote login for global end users.

• Installed and maintained end-user software, network drives, and operating systems.
• Assisted with system configuration during onboarding and offboarding.

SERVICE DESK SUPPORT: - GUSD

Responsibilities:-

• · Handling technical support calls for the country USA, UK, INDIA, SWEDEN, and PHILLIPINES.
• · Troubleshooting the user pc as first level support.
• · Assigning tickets based on the issue to the second level support teams.
• · Resolving user queries using Ticketing Tool (ITSM Remedy, Service Centre)
• · Assigning tickets to members and make sure it’s been actioned within the SLA time
• · Handling critical incidents tickets which received through email.
• · Handling password reset, account lockout, email issue based on the request.
• · Providing Remote Support to the user and groups.

• Assisted customers with product installation, configuration, activation, licensing, and upgrades
• Delivered technical support for Corel products to US and UK clients, ensuring high customer satisfaction across different time zones
• Provided guidance on product purchases, renewals, and feature usage, improving customer engagement and adoption
• Diagnosed and resolved software-related issues, compatibility problems, and performance errors on Windows systems
• Performed remote troubleshooting using support tools to identify and fix end-user issues efficiently
• Logged, tracked, and updated incidents and service requests using ITSM/ticketing tools
• Generated daily, weekly, and monthly performance reports, tracking resolution time, SLA compliance, and customer feedback
• Followed standard operating procedures (SOPs) and escalation matrices for unresolved technical issues
• Collaborated with internal teams to ensure timely resolution of complex incidents
• Maintained accurate documentation and knowledge base articles for recurring issues and solutions