Dheeraj Vijayakumar

Experience

• 

  Sutherland

  Mar 2009 - Nov 2011

  Associate

  Antivirus support, Virus cleanup, Troubleshooting for Technical issues, Technical support , customer service, people management etc

• 

  Sutherland

  Dec 2014 - Sept 2019

  Lead

  Router configuration, IP Passthrough, Port forwarding, Troubleshoot Hardware devices and software application, Antivirus Support, Technical support, Desktop support, OS support, Handle Escalations, Team management, People Management etc

• 

  UST Global

  Sept 2019 - Oct 2021

  Infrastructure Analyst

  P1, P2 incident response and support. Complex desktop and laptop configurations via remote. Pushing updates on end user machines via BigFix, Active directory administration which include user account creation, disabling and enabling the account. RSA VPN token administration and providing support to end users regarding MS office products related issues. Azure AD password reset, and MFA set up for users, configuration of Amazon WORKSPACES and VDI for users, creating required requests according to user needs. OS deployment using MDT. Working knowledge in SCCM console and updating patches through SCCM. Extensive knowledge of ServiceNow ticketing tool. Outlook configuration. Knowledge in O365. Installation and configuration of Citrix receiver and Crowdstrike falcon. Active directory user creation and disabling account, unlocking of user account using AD Show less

• 

  Tata Consultancy Services

  Oct 2021 - now

  Major Incident Manager

  Maintaining awareness of all Critical IncidentsManage team resources effectively to ensure appropriate resource are available at all timesAccountable for performance standards within the Incident Control teamActing as escalation point for any issues relating to Area Incident Control teamProvide internal clients with value added technical insights in areas of functional expertisePrioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s Service Now queueLead day-to-day operational activities in of the Incident Management TeamEnsuring operational effectiveness and efficiency of Incident Management processInitiating Incident Management, by recognizing/verifying an event or an issue reported through Request ManagementMonitor the incidents workload per Tier 1 Analyst to ensure that the Service Level Agreement are respectedEscalate Incidents at risk of breaching Service Level Agreement with the respective CoordinatorBe willing to perform 24x7 on-call as escalation managerCreate and improve standard operating procedures as-needed and in a timely fashion Show less