Support team Lead

Azilen Technologies

1. • Spearheaded a team to ensure the delivery of top-tier troubleshooting solutions and comprehensive guidance for technical issues
2. • Conducted root cause analysis for critical issues, working closely with DevOps experts to develop workarounds and hotfixes, ensuring minimal downtime and high service quality.
3. • Worked in an agile DevOps team based on Scrum methodologies, engaging with various stakeholders including global customers, developers, and team members to ensure the smooth operation and continuous improvement of IT systems.
4. • Collaborated with DevOps experts to develop and implement workarounds and hotfixes, ensuring timely resolution of critical incidents.
5. • Managed and provided ongoing support for a diverse range of employee devices, including Mac, Windows, Linux, iOS, and Android platforms, utilizing Mobile Device Management (MDM) solutions for optimal performance and security.
6. • Microsoft 365 Mastery: Possess in-depth knowledge of Microsoft applications and technologies, with a strong emphasis on Microsoft 365, Apps for Enterprise, Enterprise Mobility Security, and Intune.
7. • Coordinated and ensured the successful setup of conference room video and audio call equipment, providing technical support to guarantee seamless connectivity and a high-quality user experience.
8. • Comprehensive IT Knowledge: Demonstrated very good basic IT knowledge, including proficiency in networks and Active Directory/Entra ID, facilitating effective integration and management of IT systems.
9. • Enterprise Application Management: Experienced in managing Apps for Enterprise within the Microsoft 365 ecosystem, ensuring the efficient deployment, operation, and maintenance of enterprise applications.
10. • Delivered remote and on-call support, consistently meeting SLAs and project deadlines
11. • Streamlined management of JIRA & Confluence boards to generate comprehensive ticket status reports
12. • Effectively communicated with clients and internal teams to understand needs, resolve issues, and build strong relationships, resulting in enhanced customer satisfaction and loyalty.
13. • Demonstrated exceptional problem-solving skills, interpersonal abilities, fostering collaboration, teamwork across diverse teams.
14. • Demonstrated a commitment to staying informed about the latest technology trends and innovations, proactively implementing new technologies and practices to improve support services.
15. • Engaged in continuous learning and professional development activities to expand technical knowledge and skills, ensuring relevance in a rapidly evolving industry.
16. • Developed and implemented performance management strategies, including setting performance goals, tracking KPIs, and providing regular feedback to team members.
17. • Utilized data analysis to identify trends, optimize processes, and enhance service delivery, resulting in improved customer satisfaction and operational efficiency.
18. • Implemented processes and technologies to optimize team performance, fostering a high-performing culture that prioritized efficiency and innovation.
19. • Coordinated the technical aspects of employee onboarding and off boarding processes, proficiently setting up hardware and software for new hires and revoking access as required during employee exits.
20. • Maintained a meticulous inventory of company devices, overseeing their allocation, repair, and replacement to ensure seamless operations and resource availability.
21. • Exhibited proficiency in computer systems, networks, software, diagnosing & resolving technical issues across diverse environments.
22. • Conducted regular team meetings to foster a collaborative environment, involving staff in strategic decision-making plan
23. • Configured and administered software systems such as Google Workspace and Atlassian (Jira, Confluence), slack, ensuring smooth operation and security compliance across the organization.
24. • Maintained up-to-date knowledge of industry trends & providing valuable insights & guidance to team members
25. • Served as a dedicated point of contact for internal IT support, consistently resolving technical issues promptly and delivering high-quality service to team members
26. • Authored and maintained comprehensive IT documentation, including user guides and troubleshooting procedures, to facilitate knowledge sharing and operational efficiency
27. • Collaborated with various departments to enhance internal processes related to technology use and management, fostering improved efficiency and alignment with organizational goals.
28. • Supervised Oracle DB L1 level support, encompassing updates, logs analysis, and patch installations
29. • Managed the installation & administration of diverse server environments of Windows, Linux, MAC, VMWare, & ESXI, etc.
30. • Addressed network & server-related queries, overseeing firewall & network maintenance activities
31. • Managed in-house servers and AWS instances. Conducted R&D tasks based on project requirements
32. • Collaborated with vendors to resolve complex technical issues and source replacement components
33. • Managed Azure & Office 365 administration from setup to configuration, including applications such as Exchange Online, SharePoint Online, & Microsoft Teams, proficiently delivering extensive end-user support, managing licenses, & billing
34. • Managed ISO-27001 documentation , process setup & change management, contributing to organization's achievement of certification
35. • Managed various operating systems including: Linux/Unix distributions, Window Server and Mac OS and IOS
36. • Managed networking concepts including TCP/IP, DNS, DHCP, VPN, VLANs, routing, etc
37. • Managed Virtualization: Virtualization technologies like VMware vSphere, VMware station, ESXI Server, etc
38. • Managed Cloud Technologies: Foundation knowledge of cloud platforms such as AWS, Microsoft Azure, and GCP
39. • Managed Scripting & Automation: Proficiency in scripting languages like Bash, PowerShell, and Python for automating tasks
40. • Managed Security: Understanding of cyber security principles, including access control, encryption, Antivirus Server
41. • Management, firewalls, intrusion detection/prevention systems (IDS/IPS), DLP policies management and security best practices
42. • Managed Backup & Recovery: Experience in implementing backup solutions, disaster recovery planning, & data replication techniques
43. • Managed Monitoring & Performance Tuning: Ability to setup & manage monitoring tools (e.g., Syslog, log manager, Zabbix)
44. • Managed Configuration Management: Configuration management tools such as Op-Manager, Server Management, AD, Ctrix, etc
45. • Managed Database Administration: Basic knowledge of DB systems like MySQL, Oracle, & MSSQL installation, configuration tasks, etc
46. • Collaboration Tools: Experience with collaboration tools, MS Exchange, Office 365, Google/ Google Workspace & ZOHO administration

Thiruvalluvar University

Bachelor of Computer Applications