Suraj Sunil

Experience

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  ACS International Resources, Inc.

  Oct 2014 - Jun 2019

  Shared Services Lead

  Preparing & reviewing the performance matrix of the Subject Matter Expert Team (SME) working on the tickets raised from the clients; conducting regular sessions of the team on SOP, SLA, and TAT adherence Leading the management of hardware and software throughout the organization including servers, employee desktops/laptops, network/voice infrastructure, internal networks, peripherals, and wiring Configuring, installing, and upgrading new devices/servers including, but not limited to:Windows 2012/2016 File and Print ServersDNS Server and DHCP ServerTerminal Services and Remote DesktopsAdobe CS6 with workflow integration Monitoring Hosting Servers activities like user creation, deletion, password reset, Domains, DNS & administering the Mail Server Exchange 2007, 2010, Office 365 & mail migrations from local to office 365 and vice versa Performing:Systems analysis on Active Directory, and Exchange Systems in a virtual environment along with warranty work, troubleshooting, and emergency repairs Maintenance, backups, and system upgrades and resolving security configuration issues. Show less

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  Birlasoft

  Dec 2019 - Jan 2022

  Service Delivery Specialist

  Manage the help desk team and evaluate the performance Ensure customer service is timely and accurate daily Recruit, train, and support help desk representatives and technicians Set specific customer service standards Contribute to improving customer support by actively responding to queries and handling complaints Establish best practices through the entire technical support process Follow up with customers to identify areas of improvement Develop daily, weekly and monthly reports on the help desk team’s productivity Provide customer feedback to the appropriate internal teams, like product developers Handling shift Roasters and Major incident management Creation and Updating of process documents Hiring and Training of resources for the Project SLA Management and Call Monitoring Show less

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  Mastercard

  Mar 2023 - now

  Senior Enterprise Operations Analyst