Vijayalakshmi S
Singapore
Summary
EUC specialist with over 12 years in Infrastructure support and IT service management. ITIL intermediate certified, with strong skills in project management, incident management, and service operations. Ensured high accuracy and attention to detail in all tasks, leading to a 15% reduction in errors, resulting in improved project outcomes and client satisfaction. Transitioning users smoothly to use Digital workspace applications effectively and create manuals for first-time users.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Microsoft Engineer
NTTData Singapore
01.2022 - Current
- Supported more than 10K+ users in the healthcare domain in using their Digital Workspace effectively.
- Managed migration of users in batches from Exchange 2016 to M365. Manual migration in batch for more than 2000 users
- Reporting issues to Microsoft for issues, ensuring timely resolution and minimal disruption to users.
- Handled incidents related to audit and engage necessary teams to understand the root cause.
- Discussion with applications team, to achieve desired output in automated steps. Worked with team in implementing SRE tasks to streamline and strengthen the percentage of delivery faster.
- Effective communication with support teams and vendors to better explain the issue and follow-up for quick resolution.
Incident Specialist
TCS, India
01.2015 - 01.2022
- Supported EUC incidents effectively. Improved first call resolution by identifying key repetitive issues and created KB articles to create Known-error database for the team.
- Transitioning new process and products with ease and have been pilot in training the teams.
- Develop and train Service desk to handle and resolve Level 1 queries more effectively.
- Timely resolution and keeping the end users updated on the progress of the issue by maintaining internal KPI metrics.
Service Desk Specialist
CGI, India
01.2014 - 01.2015
- Creating, Modifying, Enabling, Disabling of AD account in respective OU, group policy creation and update for more 7000 users
- Managed pushing software to computers from SCCM console, checking from the backend and confirmation of software installation by running reports.
- Creating, modifying both Personal, Generic mailbox, Distribution list and managing them.
- Incident handling and provided 100% CSAT.
- Addressed issues with user accounts, password reset, mailbox access, mapping of mailbox in outlook, basic LAN and WAN issues support.
- Handled issues with PST and OST file
Junior Technical Support
HCL, India
01.2012 - 01.2014
- Handled customer calls and provided support for issue related to PSTN and Broadband.
- Level 2 support in configuring BT routers, reset of SNR.
- Handled issues related to Fibre Optic Cables, providing FTTC broadband for BT customers.
- Escalation support and have mostly handled irated customer and successfully turned escalations into appreciations.
Education
Electronics and Communication Engineering
S.A.Engineering College | Anna University
01.2011
Senior Secondary Education - undefined
St. Mary's Hr.Sec. School
01.2007
Higher Secondary Education - undefined
St. Mary's Hr.Sec. School
01.2005
Skills
- Project management
- Incident management
- PowerShell
- Exchange setup
- Basic Networking
- M365 – Admin Support
- ServiceNow, JIRA
- PAM
- Remedy
- ADDS, EMC, SCCM, Intune
Certification
- ITIL Foundation and Intermediate
- M365 Fundamentals (MS-900)
Timeline
Microsoft Engineer
NTTData Singapore
01.2022 - Current
Incident Specialist
TCS, India
01.2015 - 01.2022
Service Desk Specialist
CGI, India
01.2014 - 01.2015
Junior Technical Support
HCL, India
01.2012 - 01.2014
Senior Secondary Education - undefined
St. Mary's Hr.Sec. School
Higher Secondary Education - undefined
St. Mary's Hr.Sec. School
Electronics and Communication Engineering
S.A.Engineering College | Anna University