Adithya Ananth Email & Phone Number

Melbourne, Victoria, Australia

Flemington, Victoria, Australia

- Provide exceptional support to end users through various channels and recording activities in ITSM tools such as Jira or ZenDesk- Diagnose and troubleshoot issues with Exchange, Office365, etc.- Perform daily system monitoring and verifying completion of scheduled jobs such as backups- Maintain & manage user accounts and security for production users via Active Directory- Install and maintain Operating Systems, application software and system management tools- Provisioning and decommissioning of virtual machines as required- Owning incidents, service requests and projects from initiation phase to completion- Participation in daily stand-ups to provide relevant updates to the wider team concerning consequential issues or project deliverables- Automated the disabling process of end user accounts exiting the organisation via PowerShell scripting.Security:- Monitoring Sophos Central portal and responding to endpoint security incidents- Investigate spam/phishing e-mails & alerts- Maintain black/whitelist via Mimecast based on security alerts/requirements- Tested and implemented Mimecast Large File Send for secure external file sharing- Responding to security alerts & incidents generated through Microsoft Cloud App Security- Responding to Azure Risky User alerts to take action on a case-by-case basis- Setup folder auditing for the purposes of logging access and deletion of files- Setup regular archiving & automated cleanup of security logsProjects:1. OneDrive implementation: Migrate users' personal drive data stored on servers into OneDrive.2. SharePoint implementation: Migrate relevant organisational data to SharePoint.3. Serverless architecture: Decommissioning of Domain Controllers & File Servers at 15+ sites to move into a serverless environment.4. Implemented Local Admin Password Solution across all Windows VMs, physical servers and end user devices5. Performing physical site security audits with an external vendor for various racecourses

Melbourne, Australia

- Efficiently qualify incidents & resolve, ensuring client satisfaction adhering to the SLA- Taking complete ownership from issue occurrence to issue closure- Proficient in using IT Service Management tools like ConnectWise and Salesforce - Providing remote and face-to-face IT support and end user assistance - Single point of contact for all on-site work in Sydney for a period- Installation and maintenance of hardware and software for Desktops, laptops & printers- Assist in system upgrades to install, integrate, configure and test new systems and hardware, while resolving any configuration conflicts and errors- Assist in the development and maintenance of a Standard Operating Environment- Escalate or seek assistance where appropriateSecurity:- Responded to multiple Priority 1 incidents concerning ransomware- Implementing best security practices through GPO deployments- Implementation of Office 365 message encryption- Maintaining black/whitelists via MailGuard, ManageProtect and Office 365- General administration of Sophos UTMs- General administration of Symantec Messaging Gateway- Conduct Root Cause Analysis for certain security breaches- Monitoring, managing and responding to Webroot endpoint security incidentsNetworking:- Investigating, diagnosing and troubleshooting general network problems- Ensuring network and end user devices are configured to operate at optimal performanceProjects:1. Successfully implemented Office 365 message encryption for a major client.2. New client onboarding: Conducted a network audit as a part of a project during the onboarding process for a new client.3. Standard Operating Environment (SOE) deployment: Implementation of a new SOE for a major client.4. Server Deployment: Setup and deployment of a physical host for a major client.Achievements1. Highest average ticket closure rate with multiple client appreciations.2. Resolved over 2500 tickets, which was a record at the Service Desk.