Sathiyapriya
Summary
Skilled IT Helpdesk Support Specialist with expertise in helpdesk operations, network administration, and cybersecurity. Adept at managing Microsoft 365, endpoint security solutions, and troubleshooting technical issues efficiently. Proven ability to maintain IT infrastructure, resolve tickets within SLA, and support enterprise security frameworks.
Overview
1
1
Certification
Work History
IT Helpdesk
IT Helpdesk Executive
01.2025 - Current
- Managed 200+ monthly helpdesk tickets, maintaining a 95% resolution rate within SLA by efficiently diagnosing and resolving technical issues.
- Administered Microsoft 365 environment, handling user account provisioning, OneDrive troubleshooting, email configurations, and access management.
- Performed daily security checks, including firewall monitoring, sign-in analysis, and anomaly detection to enhance cybersecurity posture.
- Maintained and updated asset management system for 500+ devices, including laptops, printers, and mobile devices, ensuring proper tracking and compliance.
- Configured and supported VPN access for remote employees, troubleshooting connectivity issues and enforcing security protocols.
- Set up, configured, and maintained network printers and multifunction devices, ensuring seamless office operations.
- Provided first-level support for software and hardware issues, including troubleshooting Outlook, Teams, network connectivity, and system performance problems.
- Coordinated with external vendors and IT teams to facilitate hardware repairs, software upgrades, and system maintenance.
- Assisted in monthly security audits, conducting random laptop security checks, password compliance reviews, and policy enforcement.
- Created documentation and user guides for common IT issues, assisting employees in resolving minor technical problems independently.
- Trained new employees on IT policies, cybersecurity best practices, and basic troubleshooting steps to enhance IT awareness.
Education
Bachelor of Electrical And Electronics Engineering - Engineering
Anna University
India04-2017
Skills
- IT Support & Helpdesk: Ticketing system management,troubleshooting hardware /software issues,asset management
- Opearating Systems: Windows Server,Windows 10/11,
- Networking & Security: VPN configuration,firewall management,Cisco Email Systems
- Cloud & Services: Microsoft 365 (user mamagement,OneDrive),security monitoring
- Programming & Databases: Java,Selenium,SQL
- Communication Tools: MicrosoftTeams,Whatsapp Business
Certification
- Manual Testing & Automation Testing (Selenium, Java)
- Microsoft 365 Administration & Security
Timeline
IT Helpdesk
IT Helpdesk Executive
01.2025 - Current
Bachelor of Electrical And Electronics Engineering - Engineering
Anna University
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