Sudishnah Karupannan Ramasamy
Ontario,Canada
Summary
Experienced Service Desk and IAM Specialist with a proven track record in technical support, Windows troubleshooting, Active Directory, and Exchange Management. Proficient in optimizing workflows using ServiceNow, JIRA, and SCSM. Skilled in team management, training, and driving organizational goals.
Overview
8
8
years of professional experience
Work History
Service Desk Analyst
Equiniti India
09.2019 - 08.2022
- Managed creation of distribution lists, security groups, contact cards, and network drives in Active Directory.
- Utilized Active Directory and CDS to establish and oversee user accounts.
- Executed user account management duties including password resets, account unlocking, and enabling/disabling accounts by utilizing Reset tools (CDS) and Active Directory
- Offered remote assistance for IT systems utilizing TeamViewer, LogMeIn Rescue, and Remote Desktop Support.
- Synchronized and resolved P1, P2, and P3 issues by effectively collaborating with support teams to ensure compliance with SLAs and expedited resolution processes.
Associate System Engineer
CGI – Chennai, India
07.2017 - 06.2018
- Assisted with account creation and access management for the British Council project.
- Clarified client system requirements and defined project scope.
- Troubleshot password resets, break/fix tasks on various systems while supporting printer issues as well as resolving network connectivity and VOIP problems.
- Created detailed technical designs for identity management systems, covering authentication flows, authorization models, and user provisioning processes.
Technical Support Consultant
Sutherland Global Services – Chennai, India
08.2015 - 10.2016
- Managed the Microsoft Windows project, ensuring successful installation, configuration, and maintenance of Windows operating systems.
- Configured Exchange clients using Microsoft Office Outlook 2010 and 2013.
- Provided troubleshooting support for computer systems and applications.
- Maintained a comprehensive collection of technical documentation, encompassing knowledge bases and system specifications.
Customer Service Representative
Sitel – Chennai, India
08.2014 - 04.2015
- Assisted customers in resolving technical issues, software problems, and Dell tablet inquiries.
- Implemented timely resolution of customer issues to guarantee a positive customer experience.
- Assisted customers in resolving connectivity, performance, and functionality issues.
- Collaborated with technical support, product development, and sales departments to ensure comprehensive customer satisfaction.
Education
Graduate Certificate - Information Technology Business Analysis
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08-2024
Bachelor of Science - Information Technology
Madha Engineering College
Chennai, India04-2014
Skills
- Technical Support and Troubleshooting
- Service desk support
- Service Request & Incident Management
- Remote Technical Support
- System Administration
- Help Desk Support
- Customer Service
- Time Management
Timeline
Service Desk Analyst
Equiniti India
09.2019 - 08.2022
Associate System Engineer
CGI – Chennai, India
07.2017 - 06.2018
Technical Support Consultant
Sutherland Global Services – Chennai, India
08.2015 - 10.2016
Customer Service Representative
Sitel – Chennai, India
08.2014 - 04.2015
Graduate Certificate - Information Technology Business Analysis
Conestoga College Institute of Technology And Advanced Learning
Bachelor of Science - Information Technology
Madha Engineering College
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