SUVITHA DHARMARAJA

• Highly effective team player, with proven success in quality control, customer service, technical support, and operations analysis.
• Ensure service level agreements were met on a consistent basis and implement contract addendums for clients when needed.
• Single point of contact for the service delivery in the area such as given below but not limited to server support and Administration, Information technology security administration, Service desk management, End user computing.
• Troubleshoot and resolve hardware and software issues for end-users, Install and configure software applications and updates, Manage user accounts and permissions in Active Directory.
• Provide comprehensive technical support and maintenance to the end users across the organization, resolving hardware, software and network issues in timely fashion
• Reduced helpdesk tickets by over 25% with the implementation of a remote access system.
• Making sure that all the tickets are logged by service desk follows ITILV3 process.
• Support the following technologies: Microsoft Office products – Outlook, Word, Excel, Access, Internet Explorer, desktops and basic LAN/WAN connectivity and others as assigned.
• Conducted regular reviews of support tickets to identify patterns and opportunities for optimization.

Tools used: Active directory, JIRA, Service Now, Clientele, ITSM tools, Intune, Micc

• Prepare communications such as memos, emails, invoices, reports and other correspondence
• Create and maintain filing systems, both electronic and physical
• Manage accounts and perform bookkeeping
• Order office supplies and research new deals and suppliers

• Provide remote and on-site technical support for operations staff and customers.
• Diagnose and resolve hardware, software, and network issues.
• Perform maintenance and support for electronic technologies and software application deployments.
• Collaborate with team members to isolate and resolve technical problems effectively.
• Maintain clear communication with senior executives and provide status updates on technical issues.
• Document support processes and resolutions for future reference.
• Ensure a pleasant and professional demeanor when interacting with all stakeholders.