Sreejith R

Experience

• 

  Convergence Infotech Limited

  Nov 2013 - Nov 2015

  System Administrator

  Handling Windows servers 2003, 2008-online and local System Administration and Network monitoring and troubleshooting of an office environment Exchange administration-- creation, deactivation , troubleshooting, backing up serverDEVOPS Skills - Cruise Control, Visual Sourcesafe Database Management, Database Administration

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  IMSI India Pvt. Ltd.

  Nov 2015 - Jun 2016

  Technical Support Engineer

  -Working under a Centralized Technical support Team for IBM India Pvt Ltd in Client Location -Janalakshmi Pvt Financial services.-Working for All Types of troubleshooting -System Performance, Printer/Scanner configuration or troubleshooting, All Application installations and troubleshooting, all type of Mail Clients configuration-Backup/Restore-& troubleshooting, Wireless/wired Network Connectivity issues,

• 

  Unisoft Global Services

  Jun 2016 - Oct 2016

  System Administrator

  Roles and Responsibilities:• Installation and maintenance of Windows based systems within a client’s digital environment.• Provide day to day support for internal network/WAN infrastructure and connectivity requirements. Troubleshooting Network issues.• Maintaining IT infrastructure details and provide to users.• Providing advice on selection and purchase of IT equipment.• Installing and maintain Email Client MS Outlook 2003, 2010.

• 

  Tech Mahindra

  Jul 2017 - Dec 2024

  • Work with team to implement training and development plans for each person, which address his or her individual needs, including any formal and informal, internal and external learning opportunities• Assist in scheduling and coordinating team activities.• Excellent hands-on skills to deep into process deeply.• Able to guide the team by implementing best practices and always lead-by-example.• Provide technical guidance to support specialists to ensure solutions are consistent with our ITIL v4 standards. • Maintaining confidentiality of critical client data.• Drive SLA’s and process improvements • Ensure the user relationships are well managed and timely communications are sent regarding their tickets.• Good communication around issues and opportunities.• People management by driving and engaging teams productivelyAbility to work under pressure.• Good leadership skills to carry people along.• Knowledgeable about service desk system and it tools.• Performing service metrics, reporting and managing expectations. Maintaining the global it service catalogue and service level agreements reflecting expected performance of the service desk.• Quantify service desk performance. Institute appropriate metrics and provide weekly management report on performance and trends.• Maintain reports on SLA’s, performance history and current service status.• Identify proactive improvement opportunities and demonstrate successful implementation through improved metrics.Training & DocumentationIdentify opportunities to reduce service requests through better user training and/or documentation Develop technical documentation (KB) to guide and assist Service Desk Support Specialists.Showcase good interpersonal skills for customer relations Show less

  • Subject Matter Expert

    May 2024 - Dec 2024

  • Senior Technical Support Specialist

    Jul 2017 - May 2024