Karthikeyan S
Guduvanchery,NSW
Summary
Dynamic IT professional with extensive experience at HCL Tech, excelling in advanced technical support and incident management. Proficient in Active Directory and hardware troubleshooting, I deliver exceptional service while ensuring adherence to SLAs. My strong analytical skills and effective communication foster high customer satisfaction and swift issue resolution.
Overview
7
7
years of professional experience
Work History
Technical support analyst
Concetrix
06.2022 - 12.2023
- Provided call and chat support to users facing issues with monitors, TVs, laptops, and streaming devices.
- Diagnosed and resolved technical problems related to hardware and software performance.
- Assisted users with basic network troubleshooting for connectivity issues.
- Delivered clear step-by-step guidance to ensure quick and effective issue resolution.
Graduate Engineering Trainee
Indus Towers
11.2021 - 06.2022
- Selected as a Graduate Engineering Trainee and responsible for managing telecom tower site operations.
- Coordinated with site engineers to troubleshoot and restore sites during outages.
- Ensured proper site maintenance, including hygiene, safety, and overall quality standards.
- Monitored site performance and supported timely issue resolution to minimize downtime.
Senior Analyst
HCL Tech
01.2017 - 01.2021
- Worked as an L2 Service Desk Engineer, providing advanced technical support to end users.
- Managed user accounts and access in Active Directory (AD), including user creation, modification, and permission management.
- Handled hardware and software issues, including OS installation, software installation, and system troubleshooting.
- Managed incidents, service requests, and change requests using ITSM tools, ensuring timely resolution and adherence to SLAs.
- Provided support for Citrix and Remote Desktop environments, resolving access and performance-related issues.
- Delivered support through multiple channels including calls, chats, and email interactions.
- Maintained accurate ticket documentation, tracking, and follow-ups to ensure high service quality and customer satisfaction.
Education
UG - BE - Mechanical Engineering
Jeppiaar Engineering College
10-2021
SSLC -
St John's Matriculation School
06-2021
HSC -
Bharathiyar Matriculation School
06-2017
Skills
- Operating Systems: Windows 10/11 installation, configuration, and troubleshooting
- Active Directory (AD): User account management, password resets, access control
- Hardware Support: Troubleshooting desktops, laptops, monitors, and peripherals
- Software Support: Installation, configuration, and issue resolution for applications
- Remote Support Tools: Remote Desktop (RDP), Citrix support
- Networking: Basic network troubleshooting (IP issues, connectivity, VPN support)
- ITSM Tools: Incident, Service Request, and Change Management (ticketing systems)
- Office Tools: Microsoft Office Suite troubleshooting and support
- Communication: Handling calls, chats, and email support professionally
- Troubleshooting: Strong analytical and problem-solving skills
- SLA Management: Ensuring timely resolution within defined service levels
Technical Skills And Tools
- Operating Systems: Windows 10/11
- Directory Services: Active Directory (AD), Azure Active Directory (Azure AD)
- Remote Support Tools: Remote Desktop Services (RDS), Citrix, Bomgar, Quick Assist
- ITSM Tools: ServiceNow
- Cloud Platforms: Azure Portal
- Enterprise Applications: SAP
- User & Account Management: Azure Accounts, PIC (Process/Incident Coordination)
- Desktop Support Tools: SCCM (Software Deployment & Patching), Microsoft Intune, Endpoint Manager
- Collaboration Tools: Microsoft Teams, Outlook
Roles And Responsibilities
- Worked as an L2 Service Desk Agent for the MPC project, managing a team of 5 members.
- Provided technical support and troubleshooting for Microsoft and other business applications.
- Resolved issues related to Citrix Workspace and Remote Desktop environments.
- Handled printer setup, configuration, and troubleshooting.
- Managed installation of catalogue and non-catalogue software.
- Performed routine system maintenance using Systrack tool.
- Installed and updated software based on release announcements.
- Collaborated with cross-functional IT teams to resolve complex issues.
- Managed password resets and account issues across PIC, Azure, and SAP platforms.
- Ensured adherence to SLAs by effectively handling incidents and service requests.
- Logged, tracked, and resolved tickets using ITSM tools while supporting users via calls, chats, and emails.
Timeline
Technical support analyst
Concetrix
06.2022 - 12.2023
Graduate Engineering Trainee
Indus Towers
11.2021 - 06.2022
Senior Analyst
HCL Tech
01.2017 - 01.2021
UG - BE - Mechanical Engineering
Jeppiaar Engineering College
SSLC -
St John's Matriculation School
HSC -
Bharathiyar Matriculation School