Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

ARAVINTHAN RANGANATHAN

Ottawa,Canada

Summary

Dynamic Service Desk Analyst with extensive experience at Nova Networks, excelling in Windows Powershell scripting and proactive problem-solving. Proven track record in optimizing workflows and enhancing client satisfaction, resolving 90% of issues on the first call. Skilled in Azure Active Directory management and committed to delivering high-quality IT solutions.

Overview

17
17
years of professional experience

Work History

SERVICE DESK ANALYST

Nova Networks
Ottawa, Canada
08.2022 - Current
  • Collaborated with clients to deliver quality solutions and resolve issues proactively.
  • Installed, upgraded, and troubleshot Windows OS and authorized desktop applications.
  • Executed preventive maintenance and repairs on computers during office deployments.
  • Utilized PowerShell for automation of administrative tasks and monitoring solutions.
  • Basic knowledge of networking concepts, such as TCP/IP and other networking protocols and services, including DNS, WINS, DHCP, and routing.
  • Managed software and patch updates for Windows 7 and Windows Server 2008 via SCCM 2012 R2.
  • Administered Exchange mailboxes and distribution lists for improved communication.
  • Assisted in Microsoft Office 365 migration and troubleshooting processes.
  • Monitored incident progress, created trouble tickets, and maintained data center operations.
  • Coordinates and provides evaluations of the proper escalation process for application and network issues.
  • Assist clients with the configuration of onboarding tools and process technology to Windows 10, including the Active Directory environment, two-factor authentication, MFA, and SSO apps.
  • In-depth expertise in Autopilot, co-management, conditional access, device policies, MAM for iOS and Android, an in-depth understanding of Azure Active Directory, and Office 365 security (LAPS, BitLocker, Windows Hello for Business, Certificate 802.1X).

CUSTOMER SERVICE SPECIALIST

Line One Contact Center Inc
Ottawa, Canada
04.2022 - 06.2022
  • Company Overview: Worked for Elections Ontario.
  • Handled calls to assist residents in registering and check their voting status.
  • Provide update on Advance voting locations and Returning Office information.
  • Assisted the residents in Vote by Process and guide them to fill applications.
  • Worked for Elections Ontario.

SERVICE DESK ADMINISTRATOR

IPsoft Global Services Private Limited
Bangalore, India
10.2013 - 12.2016
  • Troubleshoot and resolve software application and/or hardware issues elevated from Tier 1.
  • Worked on creating and removing files and directories in Linux servers.
  • Using/Troubleshooting MS Office Products (O365/Office 2007/2010).
  • Using/Troubleshooting/Imaging Windows Environment (XP/Win7/Win8/Win10).
  • User setup/management, mailbox migration using Active Directory/Exchange (2007/2010).
  • Creating storage Pool and Stripping of Disk for Azure Virtual Machines. Backup. Configure and Restore Azure Virtual Machine using Azure Backup.
  • Provided support to clients and internal projects running on Microsoft Azure Platform for high availability of services.
  • Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
  • Resolved issues on initial call 90% of time using internal knowledge base, troubleshooting skills, and experience and team resources.
  • Engaged in user support interactions via telephone, chat and email platforms.

CONSULTANT

Infinite Computer Solutions
Bangalore, India
06.2011 - 08.2013
  • Addressing and resolving incoming tickets from users regarding hardware, software, and network issues.
  • Communicate with clients to diagnose technical issues and work on resolution.
  • In-depth knowledge of wide range of software and hardware products.
  • Setting up and deploying IT equipment for new employees.

SENIOR TECHNICAL SUPPORT ASSOCIATE

Satyam BPO Limited
Hyderabad, India
01.2008 - 04.2011
  • Checked status of all systems and hardware.
  • Responding to help requests from staff members or clients.
  • Installing and configuring new systems and hardware.
  • Used Microsoft Office tools to track customer experiences, communication, and marketing efforts.
  • Working on different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.
  • Assisted customers with various types of technical issues via email, live chat and telephone.

Education

Bachelor of Science - Computer Science

Bharathiyar University
India
01.2002

Diploma - Java and Advance Web Technologies

SSI Education
India

Skills

  • Application Development
  • Windows Powershell scripting
  • Azure Active Directory Management
  • Device Deployment
  • Device Enrollment
  • Device Management
  • Windows Auto Pilot
  • Microsoft Intune
  • Network Server Troubleshooting
  • Hardware Installation
  • Network Support
  • WAN/LAN Troubleshooting
  • Wireless Solutions
  • VPN Configuration
  • Active Directory
  • Windows Administration
  • Identity and Access Management (IAM)
  • System Security Resolution
  • Firewall Management
  • SonicWALL
  • Palo Alto
  • Software Troubleshooting
  • Hardware Troubleshooting
  • Network Issue Troubleshooting
  • Ticketing Systems
  • ServiceNow
  • BMC Helix
  • Salesforce
  • Mobile Device Support
  • Linux System Administration
  • UNIX System Administration
  • Production Support
  • Conference Room Technology
  • Zoom
  • Microsoft Teams
  • BYOD

Accomplishments

  • Handled multiple escalations
  • Received many positive feedback from the clients for the in depth knowledge and for the customer handling skills.
  • Trained new hires.

References

References available upon request.

Timeline

SERVICE DESK ANALYST

Nova Networks
08.2022 - Current

CUSTOMER SERVICE SPECIALIST

Line One Contact Center Inc
04.2022 - 06.2022

SERVICE DESK ADMINISTRATOR

IPsoft Global Services Private Limited
10.2013 - 12.2016

CONSULTANT

Infinite Computer Solutions
06.2011 - 08.2013

SENIOR TECHNICAL SUPPORT ASSOCIATE

Satyam BPO Limited
01.2008 - 04.2011

Bachelor of Science - Computer Science

Bharathiyar University

Diploma - Java and Advance Web Technologies

SSI Education

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ARAVINTHAN RANGANATHAN