Sindu Meena Sundaram
Auckland,AUK
Summary
A dedicated IT Support Specialist with over a year of experience in providing remote and hands-on support for Windows, Citrix, O365, and Avaya systems. Skilled in troubleshooting VPNs, MS Office, and hardware issues, and proficient with ServiceNow for managing IT incidents and service requests. Known for delivering timely solutions and creating valuable knowledge base resources to enhance team efficiency.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Desktop Support Specialist
Tata Consultancy Service
01.2022 - 01.2023
- Providing support to end users through remote tools like Skype, Teams, and Quick Assist for all desktop-related issues
- Hands-on in Windows, Citrix and O365 platform and Avaya Desk phone
- Client-approved software installation and troubleshooting
- Third-party software installations support
- Diagnosing and troubleshooting VPN (Cisco AnyConnect and Zscaler), MS Office applications, File Restore, Share drives, System boot, and blue screen of death issues
- Mobile device configuration- iPhone, iPad and Android
- Windows OS and drivers installation and troubleshooting
- Network and Personal printer configuration and troubleshooting
- External devices installation and troubleshooting through remotely - Monitor, Keyboard, Mouse, Speakers/Headphones
- Hands-on experience with HP, Lenovo, and Dell desktops, laptops, and docking stations
- Creating self-assisting knowledge base articles and guideline documents to assist the team during workarounds
- Experience in Service-Now ticketing tool to create and manage Incident, Service Request, Problem and Change tickets
- Creating and utilizing reports in Service-Now to understand the issue trend and create problem tickets for most reported issues and work with respective Engineers to provide a permanent solution.
Education
Bachelor of Computer Application -
Fatima College
05.2022
Skills
- Remote Desktop and Remote Assistance
- VPN - Cisco AnyConnect, Zscaler
- PC assembling and troubleshooting
- Installation of Operating System - Windows 7/8/10
- External devices and drivers’ installation
- Office 2013 & 2016 configuration and troubleshooting
- VMware Horizon performance monitor
- Service-Now
- Active Directory
- CA Identity Manager
- In-house tools for Bit locker Management, Machine Reassignment, PC Performance Tool
- Incident Management
- Software Installation
- Technical Support
- User Account Management
Certification
- Amazon Cloud Practitioner Essentials, Amazon Web Services Training and certification, 2023-11-24
- Python Programming Certification, Udemy, 2020-08-07
References
- Karthick Subramanian, karthick.subramanian@westpac.co.nz, Senior Platform Engineer - Westpac, 0224586424
- Balaji Karthick Kuppuraj, balaji.kuppuraj@nzqa.govt.nz, Software Developer, 0273564136
Timeline
Desktop Support Specialist
Tata Consultancy Service
01.2022 - 01.2023
Bachelor of Computer Application -
Fatima College
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