Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
Generic

Dhanusha Ramesh

Truganina

Summary

Customer service focused Technical Support Specialist with over 5 years of experience in help desk environment. Solid team player with positive demeanor and proven skills in establishing rapport with clients. Reliable at providing excellent customer service on a consistent basis while remaining empathetic and passionate about user satisfaction. Skilled in diagnosing, troubleshooting, and resolving complex issues and easily grasps new concepts.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Systems Engineer

VTS IT
09.2023 - Current
  • Providing technical assistance and support to end-users, including troubleshooting hardware, software and network issues
  • Installing and configuring computer systems, network equipment, and related software.
  • Managing and administering the organization's computer networks, ensuring connectivity, security, and performance. Assisting users with software and application-related queries, performing installations and updates, and troubleshooting issues.
  • Implementing and maintaining security measures, such as firewalls, antivirus software, data encryption, and access controls.
  • Creating and maintaining technical documentation, including system configurations, troubleshooting procedures, and user guides.
  • Conducting routine maintenance and repairs on computer systems, peripherals, and other hardware devices.
  • Participating in IT projects, coordinating tasks, managing timelines, and ensuring successful project implementation.
  • Monitoring and maintaining the organization's IT infrastructure, including servers, networks, and security systems.

Infrastructure Tech Arch Analyst

Accenture
05.2022 - 03.2023
  • Provided technical support and assistance to clients
  • Troubleshooted and resolved hardware, software, and network issues
  • Responded to client inquiries and incidents promptly and professionally
  • Documented and tracked client interactions, issues, and resolutions
  • Collaborated with colleagues to resolve complex technical problems
  • Ensures compliance with service level agreements (SLAs)
  • Proactively identify and address potential issues or risks
  • Assisted in the implementation and maintenance of IT systems
  • Contributed to knowledge base articles and documentation


Information Technology Support Analyst

Cognizant Technology Solutions
11.2018 - 05.2022
  • Delegated daily tasks to team members to optimize group productivity.
  • Handled escalations from analyst and customer management.
  • Integrated process improvements to increase overall workflow.
  • Developed and monitored weekly staff schedule.
  • Provided daily reports to leadership.
  • Documented solutions and troubleshooting steps concisely in ticketing system and altered other team members of new service solutions.
  • Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss.
  • Group Policy management for Users and Computers
  • Resourceful in ensuring high-quality customer experience, elevating customer satisfaction, while adhering to SLAs, work processes, and managing escalations
  • Delivered basic support as password resets, printer configurations and break/fix instructions.
  • Developed, and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff
  • Uninstalled and re-installed basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and correct email irregularities.
  • Resolved queries by telephone or email or via ticket to support hardware, software, network issues
  • Documented solutions and troubleshooting steps concisely in ticketing system and altered other team members for new service solutions
  • Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results
  • Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss
  • Assisted end-users with software and hardware troubleshooting to determine cause of system malfunction
  • Run diagnostic programs to resolve problems
  • Configure workstation with appropriate software and applications

Education

Bachelor of Engineering - Electronics And Communication Engineering

RMD Engineering College
04.2018

Skills

  • Office 365 (Microsoft Intune, Exchange, Teams, SharePoint, Security and Compliance)
  • Active directory
  • Desktop Support
  • Networking (LAN, WAN, VPN)
  • Service Desk tools (Remote Monitoring and Management, IT Service
    Desk ticketing)
  • Basic knowledge in Intune
  • Asset management
  • OS re-configuration, User account configuration in computer
  • Technical troubleshooting
  • Basic knowledge in Citrix and VM Ware
  • Excellent Customer service skills
  • Power Apps, Power Platform, InfoPath Forms
  • Ability to manage multiple tasks in fast pace
    environment
  • Extensive problem-solving skills
  • Highly adaptable and Passionate leaner
  • Effective team-leading capabilities

Certification

Best Team Lead Award (2021)

Cognizant Technology Solutions


Employee of the month - 8 times in 3 years

Cognizant Technology Solutions

Websites

Timeline

Systems Engineer

VTS IT
09.2023 - Current

Infrastructure Tech Arch Analyst

Accenture
05.2022 - 03.2023

Information Technology Support Analyst

Cognizant Technology Solutions
11.2018 - 05.2022

Bachelor of Engineering - Electronics And Communication Engineering

RMD Engineering College

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Dhanusha Ramesh