Santhosh G
Oshawa,ON
Summary
EUC Manager with 12.6 Years of Infrastructure support, system specialization, Administration and Service Management knowledge. I'm highly passionate and career driven. I'm trying to achieve the best of personal and professional interests. Seeking a position where my work experience can benefit company profits and/or customer/client satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Specialist
LTIMindtree Ltd
06.2022 - 11.2023
- Completed troubleshooting and diagnostics on company resources.
- Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
- Trained users on desktops, laptops and mobile devices.
- Maintained system quality control, surveying users, collecting metrics data and handling IT audits to support updates and maintenance.
- Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance.
EUC Manager
HCL Technologies
- Track Lead for DeskSide Support(DSS)& Remote Desktop Support(RDS-Level2)and MDM team.
- Managing25members(including12offshore)Remote Desktop Support (L2) team and Desk Site Support (25) team on their day-to-day activities.
- Manage Queue and Shift Management to utilize resource competencies Perform regular tickets audits to analyze team members performance through TAB Portal.
- Conduct and run the Daily Team Huddle with RDS, DSS and MDM Team members to discussion all view points (update, outage, process, chronic & complex issues).
- Preparing daily, weekly and monthly report (ticket closures/daily productivity/ CSATs/ Escalations) for RDS, DSS and MDM track based on requirement of client.
- Conducting or organizing weekly call with customers for show casing weekly or monthly trend on tickets (Request/Incident) that were created with End User Computing (EUC) track.
- Create Knowledge Base Article wherever required and publish it to SNOW KB portal so all team members can refer and resolve reported issues at real time Take initiative to work on chronic/ aged/ escalated tickets reported by end users to provide quicker resolution.
- Setup and configure new Laptops/desktops remotely (creating objects in ActiveDirectory, Domain joining, application/software installations).
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee work stations.
Senior Software engineer
Wipro Technologies
08.2015 - 08.2018
- Providing end to end Client level and Server level IT Infrastructure Support for employees of Corning Incorporated (Global)
Systems Engineer
TCS
01.2015 - 08.2018
- Supporting a team of 12 resolution experts for L1/L2 level support for PWC supporting all kind of issue related to hardware and software.
Process Executive
Infosys LTD
06.2011 - 12.2014
- Providing L1 support to Infosys Websites
Education
Information Technology, Bachelor's Degree -
Karpagam Arts and Science College
Coimbatore, Tamil Nadu03.2011
Skills
- Team Management
- Project Management
- Mobile Device Management (Mobileiron, Intune)
- Deskside Support tech
- Remote Desktop Support
- Active Directory
- Exchange Online
- Linux Basics
- Windows
- Root Cause Analysis
- Service Desk Team Management
- Operational Improvements
- Managing Service Level Agreements
- Project LifeCycle Management
- Service Delivery
- Application Support
Certification
Mobileiron Fundamentals V9.5, 2018
Personal Information
- Father's Name: Mr. Gopalakrishnan
- Date of Birth: 09/20/1990
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
I, Santhosh G, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Languages
English
Full Professional
Timeline
Technical Specialist
LTIMindtree Ltd
06.2022 - 11.2023
Senior Software engineer
Wipro Technologies
08.2015 - 08.2018
Systems Engineer
TCS
01.2015 - 08.2018
Process Executive
Infosys LTD
06.2011 - 12.2014
EUC Manager
HCL Technologies
Information Technology, Bachelor's Degree -
Karpagam Arts and Science College
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