Revathi M

Experience

• 

  Wipro

  Aug 2016 - Jul 2017

  Desktop Support Engineer

  Provide timely IT service desk support to contracted clientsGood knowledge about Active Directory.Use defined procedures for responding to customer callsCollect information from the caller and document data elements in the designated toolMaintain records of all calls from customers using the designated Service Management toolProvide detailed documentation of all steps involved in resolving customer issuesEscalate issues to the appropriate department and personnelInvestigate, examine, troubleshoot, and solve hardware and software issues quicklyMaintain a pleasant demeanor and attitude in the day-to-day communication and interface with customersProvide support and instruction for client productsPerform all procedures based on Standard Operating Procedures (SOPS) with associated testingUpdate knowledge base for all clientsUnlock and reset passwords for user accountsResolve issues for clients using designated remote access toolAbility to have a flexible schedule to assist in responding to emergency support issues and situationsOther duties as assigned Show less

• 

  Accenture

  Aug 2017 - Jul 2022

  • More concentrated on compliance ratio of all security tools such as patch management, Antivirus, encryption etc. • Offshore Team Collaboration to ensure the issue is fixed, where in some cases Level 2/3 support technicians need to be involved • Routinely exceed ticket-handling goals, closing an average of 15 incidents.• Software Installs such as all Microsoft Office products, McAfee products, Symantec AV & DLP. • Technical Troubleshooting on all endpoints such as Antivirus, Outlook, Skype, MS Teams, Password reset, laptop / desktop performance issues etc. • Tracking the ticket till closure, if it requires to involve Level 2/3 support personnel. • User Training/Support is a key feature to help customer/user to use the automated process to resolve the issues such as domain password reset. • Having IT experience on Desktop Support and server Support. • Proficient in working effectively in a cross-functional team environment. • Having experience in Windows platform. • Strong communication, collaboration and team building skills with proficiency at grasping new technical concepts quickly and utilize the same in a productive manner. • Knowledge of popular operating systems, software applications, and remote connection systems.• Ability to travel and work after hours when necessary. Show less

  • Windows System Administrator

    Jul 2019 - Jul 2022

  • App/cloud support analyst at Accenture

    Aug 2017 - Jul 2022