SATHISH S

+91-7397125551
sakthisathish26@gmail.com

Career Objective:
To get placed in your company where I can develop my skills and utilize my skill for the
development of the company.

Profile Summary

 Worked As a Team Lead IT infrastructure Global helpdesk in Choice solution Ltd. C/o
Cyient Ltd. (Aug2022 - Jan2024)

ROLES AND RESPONSIBILITIES

 Need to Monitor all the mails and tickets on regularly and check whether they are using standard process or not
 Responsible for the availability of resources/specialists, making sure balanced number of people to work on
tickets based on demand and urgency
 Responsible for work environment that will combat employee attrition. Stakeholder Management
 Point of contact with other Tech teams during the assigned shift.
 Responsible for overseeing the day-to-day operations of their department, which often includes
managingindividual team members and resolving customer issues or complaints.
 Develop team strengths and improve weaknesses
 Act as quality control for the team, addressing store help desk ticket quality, responsiveness, thoroughness, and
ticket routing
 Ensure that all team members are providing excellent customer service in line with company standards
 Handle escalated customer inquiries and complaints, working to resolve issues in a timely and efficient manner.
 Responsible SLA response and Resolution
 Service Now Tool Management
 Responsible for Roster management and Shift Handling
 Responsible for CFB score and RCA
 MIS related preparing and publishing Monthly closed / Open ticket / Feedback reports

 Worked As a Team Lead End User Support in IMSI Team Lease Staffing Ltd C/o: IBM
INDIA PVT LMT (Feb2020 - Aug2022).

ROLES AND RESPONSIBILITIES

 Responsible for opening bridge call with technical team for business affecting issues.
 Lead 50 team members who work on a different project
 Preparation of MOM and sharing to the team for the action of plan
 Assigning new roles based on the skill basis
 Responsible for attending service calls and arrange coordination with technical team.
 Concentrate on high-quality deliverables to customers through a process-driven environment.
 Maintain account in the “Audit Ready” state throughout the year to face any kind of audit.
 Lead team to implement “Defect Prevention” techniques to reduce repeated issues and proactive measures to
Reduce impact when an outage occurs.
 Ensure SLA targets are met
 Ensure Client Satisfaction targets are met
 Responsible for creating new tickets to technical teams based on user narratives.
 Responsible for creating new groups and adding users to it.
  Preparing the team roster to smooth running of the business
 Involved in proactive measures for many accounts and involved in providing suggestions to customers based on
monitoring
 Responsible for account lockout issues.
 Responsible for password reset request for users.
 Works proactively with team for analyzing ticket flow.
 Responsible for daily and weekly ticket review.
 Responsible to generate tickets repots received and dispatched.
 Responsible for proactive action to act on incident management.
 Responsible to P1, P2, P3, P4 issues.
 Summit Tool Management
 Attend the call & Manage escalation
 Provided remote support to field techs and clients.
 Installed, configured, and maintained the functionality of company desktop and laptop systems, together with
the peripheral appendages and software.
 Kept in constant contact with vendors, to resolve problems as quickly and efficiently as possible
 Provided computer system support for both staff and customer
 Pro activeness on high priority issues.
 Provides technical support and troubleshooting of hardware and software problems to the end-users.
 Diagnose Hardware And Software Problems, And Replace Defective Components.
 Handling Virus Issues and Antivirus Software Issues for Desktops.
 Strong In Hardware Assembling &Trouble Shooting.
 MS Outlook Configuring, Outlook backup & restore and Troubleshooting
 Help desk employees help clients troubleshoot their problems by asking specific questions, implementing
solutions and testing the outcomes to eliminate common errors.
 Responsible for coordinating management and technical team meeting on various highlights
 Responsible for troubleshooting internal issues.
 Sharing folder, sharing device & Printer.
 Installation Printer Drivers and Troubleshooting
 User Profiles Backup and Restore

Technical Knowledge
I have a clear understanding of:
 Operating system installation configuration and administration win 7, Win 10 and 11, win server 2012/2016,
Ubuntu, Apple iOS, AVMAR backup, SAP, Cisco any connect, Symantec end point Antivirus,
 IOS USB Printer support-Network Printer Scanner -SAP-Outlook Ms Office 2007, O365, Web Mail-OS
xp,7,10,upgrade 11,MACBOOK -Mobile software Installation LAN-WAN,VPN-Wi-Fi – ROUTER,SWITCH – CISCO
VOIP, Conference Setup ,DNS-DHCP-OSPF
 These skills include understanding printer terminology, knowing how to troubleshoot common printer
problems, and having the ability to effectively communicate with customers
 Knowledge of network troubleshooting, Ethernet and IP configuration
 Working knowledge of office automation products and computer peripherals, like printers and scanners
 Maintaining Assets through Asset Management Tools (AMT), Management and maintenance Hardware and
Software, AD, version updated troubleshooting server workstation
 LAN/WAN: IP Routing, Multi-Layer Switching, WAN Equipment, TCP/IP
 Other: DNS, DHCP, TCP/IP,
 LAN – WAN – VPN – Access Point – SAP AUTO Invoice
 Experience with network hardware and infrastructure such as routers, hubs, servers, VPNs, and switches
 Handling Remote desktop and team viewer.
 Installation Printer Drivers and Troubleshooting.
 User Profiles Backup and Restore
CERTIFICATES
 CCNA Course
 ITIL

Academic Qualifications

Year of
Degree Institute/School Percentage
Completed
Maharaja Engineering College (ANNA
2016 B.Tech/BE (Mechanical Engineering)
UNIVERSITY) 85%

Work Experience
SBL IT SOLUTION Position: Junior Network Trainee (Apr2016 – July 2017)

3I-INFOTECH Position: System administrator (Aug2017 – Jan2020)

Client : INDIANOIL CORPORATION Ltd (Bangalore)

IMSI TEAMLEASE STAFFING PVT LMT Position: TEAM LEADER for END USER SUPPORT (Feb 2020 – Aug2022)
Client: IBM India Pvt Ltd (Kempegowda International airport Bangalore)

CHOICE SOLUTION LTD Position: TEAM LEADER for IT Infra Global Helpdesk (Aug2022-Jan2024)
Client: CYIENT Ltd (Hyderabad, Telangana)

Personal Information
Permanent Address : No: 335/B, Maruvan street,Neyveli
Languages : Tamil, English, Kannada
Marital Status : Unmarried

Declaration

I am confident of my ability to work in a team. I hear by declare that the information furnished above
is True to the best of my knowledge and belief.

Sincerely,
SATHISH. S