Greeshma Saseendran
Application Administrator
Toronto,Ontario
Summary
Dynamic IT professional with a proven track record at Infosys Limited, adept in Azure & Cloud Services and vendor management. Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support Advisor
Concentrix CVG CMG Canada ULC
WAH, ON
10.2024 - Current
- Provided technical support to Rogers and Fido customers, resolving an average of 50 customer issues daily, with a 95% customer satisfaction score.
- Managed IT inventory and procurement for the team, ensuring an annual savings of $15,000 through optimized purchasing strategies.
- Trained 20+ new hires on M365 applications, Active Directory management, and VDI systems, resulting in a 25% reduction in onboarding time.
- Achieved a 90% resolution rate for emergency support within the first hour during on-call rotations.
- Enhanced service delivery efficiency by 10% through documentation of customer interactions and data analysis.
System Engineer
Infosys Limited
Kerala, India
08.2019 - 09.2023
- Managed and maintained Windows Server environments for a team of 50+ users, ensuring a 99.9% uptime.
- Supported Azure Active Directory and Intune deployments for hybrid environments, leading to a 30% reduction in IT operational costs.
- Facilitated migration to cloud platforms like SharePoint Online and Microsoft Teams, boosting data collaboration.
- Coordinated vendor management, procurement, and inventory management processes for IT hardware and software, achieving a 15% cost savings.
- Provided troubleshooting and support for virtual environments, achieving a 90% issue resolution rate within SLA guidelines.
- Created and maintained detailed documentation of IT infrastructure and processes, leading to a 20% improvement in system maintenance efficiency
Education
Post Graduate Diploma in DevOps And Cloud Computing - Cloud Engineering
Lambton College
Sarnia, None08-2024
Bachelor of Science - Computer Applications
Saintgits College of Applied Sciences
Kerala, India04-2020
Skills
- System enhancement
- Hardware component selection
- ITIL processes
- Cybersecurity awareness
- IT policy development
- Network administration
- Microsoft 365 (M365) Administration:Proficient in configuring and managing Azure Active Directory, SharePoint, OneDrive, and Microsoft Teams
Expertise in mail tracing, user management, and licensing within Office 365
- Azure & Cloud Services:Hands-on experience with Azure Active Directory, Intune, and managing hybrid environments
Experience with Microsoft Azure, System Center, and Virtual Desktop Infrastructure (VDI)
- System Administration:Skilled in VMware, Windows Server Administration, and troubleshooting virtual environments
Proficient in PowerShell scripting and API integrations for automation and management
- Help desk software
- Cost analysis
- Vendor and Inventory Management:Strong background in vendor management, procurement, and inventory management processes
- Troubleshooting and Support:Experience with break-fix troubleshooting for Lenovo/Dell workstations, handling high-volume support tickets in Jira Service Management
Managed security permissions and active directory settings effectively
- On-call Support and Documentation:Participated in on-call rotations to provide immediate technical support and resolution during off-hours
Maintained accurate documentation of IT processes and configurations
- Database administration
- Remote desktop support
- Technical documentation
- Cloud service management
- Help desk experience
- Application support
- System configuration
- Network security monitoring
- Server virtualization
- Active Directory management
- Operating system management
Certification
- Microsoft Azure Foundations (AZ - 900)
- Microsoft Azure Administrator(AZ - 104)
References
References available upon request.
Timeline
IT Support Advisor
Concentrix CVG CMG Canada ULC
10.2024 - Current
System Engineer
Infosys Limited
08.2019 - 09.2023
Post Graduate Diploma in DevOps And Cloud Computing - Cloud Engineering
Lambton College
Bachelor of Science - Computer Applications
Saintgits College of Applied Sciences
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