Manikandan A

Experience

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  Cognizant technology

  Aug 2014 - Dec 2016

  Remote Desktop support engineer

  • Providing 24x7 first level and second level support to the Global users throughcall\chat\Ticket.• Resolve incident within the specified Service LevelAgreements• Create and submit knowledge articles.• Creating and managing users, DL, Common mailbox through Active directory.• Providing Printer access, Sharepath access and DL access.• Troubleshooting MS outlook, Live meeting, Communicator, Lync, LAN, internet, VPN,Skype for business issues.• Data card configuration and troubleshooting.Tools:Ticketing tool - BMC Remedy SupportRemote tools - Support center, Dameware, SCCM, RDC, Skype for business Show less

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  Caresoft global Pvt Ltd

  Dec 2016 - Dec 2018

  System Administrator

  • Team Management- Providing necessary training to the new team members, separatingthe task to each team members and helping them to improve theirperformance.• Supporting the end users who are located in onsite \offshore through remote and directvisit.• As a single point managing the whole infra issues which includes desktop, servers,network, printers, and Domain wise software.• Managing the Application License managers such as AutoCAD, Creo, Catia, Myraid, Teamcenter,O365, Adobe products.• Installation of various Client OS and Server OS versions and troubleshooting when issueoccurs.• Assigning the Differenttypes of O365 license for users based on their requirement.• As a single point managed the whole organization’s Assetinventory which includes 200workstations, 530 laptops.• Had a vast experience in coordinating with vendor for Rental assets and bill passing withfinance team every month.• Install new software releases, system upgrades, evaluate and install patches and resolvesoftware related problems.• Prepare and deliver new laptops, PCs, Printers and other IT hardware to end users.• Procurement of IT related hardware/software.• Maintaining inventory of all computers, servers and software with OCS Inventorysoftware.Tools:Ticketing tools- Service nowRemote Tools – MSRA, RC, Skype for business, TeamViewer Show less

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  Dell Technologies

  Mar 2019 - Aug 2019

  Senior Associate - Client Technical Support

  • Providing 24x7 first level and second level support to the American users through call\chat\Ticket and resolve incident within the specified Service level Agreements.• Create and submit knowledge articles.• Troubleshooting the RSA Secure id token, VMware, Citrix issues• Configuration of AirWatch, Boxer, Workspace, Intelligent hub and if some issues analyzing through the admin console portal.• Troubleshooting and resolving the issues related to SCCM client, Dell SonicWALL and Cisco any connect vpn issues.• Exposure on COTS application and MS office.• Troubleshooting MS outlook, Live meeting, Communicator, Lync, LAN, internet, Skype for business, WebEx issues.• Assigning the Different types of O365 license for users based on their requirement.• Providing share folder access by adding the users to appropriate security groups• Basic troubleshooting knowledge for internet/ LAN and WAN Connectivity issues• When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System.• Email account administration, i.e., account creation and management and distribution lists on Office 365.• User account administration, i.e., account creation and management and password resets in Active Directory.• Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries Show less

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  Cognizant

  Aug 2019 - now

  Associate

  • Managing the Critical Incidents and provide workaround within the given SLA• Run the Bridge call for all Critical incidents with all required teams and stake holder.• Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.• Create problem ticket and assign to problem management team for identifying RCA.• Performing Drop releases for application on all Environments (UAT, Pre-Prod, Prod)• Perform analysis on the backlogs and submit the final report to the clients/ leads also will work with them to bring those backlogs to closure.• Ensured all customer sites were up and running by utilizing proactive monitoring tools.• Created and maintained project documentation• Installed all patches and upgrades.• Performing database refresh activities before the Drop release in SQL Server Management studio and providing the query result whenever requested by Dev team Show less