Mugesh Rangaraju Email & Phone Number

Oakville, Ontario, Canada

Doha, Qatar

* Creation of Active directory accounts, exchange mailboxes (Both Online and On Prem) group policies, File server maintenance, SharePoint Permissions, Distribution groups and security groups as per IMAC standards.* As a senior member in the team, responsible to train the new hires with the technical and process work flow.* Handling P1 incidents and document the complete workflow of the technical steps followed to resolve the case. Coordinate with vendor as and when needed to rectify the issue as soon as possible.* Preparing incident report for the major outage and P1 incident for all clients within 1 business day, this involves coordinating with delivery teams to identify the root cause, document the complete workflow of troubleshooting and capturing the time stamps.* Managing SSL certificates for clients. Procuring and configuring SSL certificates and client and renew it on timely basis by coordinating with vendor GoDaddy.* Make sure all end point devices are updated as per the advisory from security team.* Creating knowledge base articles and documentation to help end-users to resolve frequently reported issues.* Make sure all reported incident and service requests are documents on tools and followed up on regular basis to resolve the issue as per the service level agreement.

Abu Dhabi Emirate, United Arab Emirates

* Provide technical support and troubleshooting for end-users, including hardware and software issues. Ensure that all IT systems and equipment are functioning properly. Worked towards directing, defining and coordinating IT Infra support also responsible for establishing objectives.*Keeping track of IT assets, like computers, mobile devices, software licenses and maintain Inventory management.*Managed IT budgets built strong teams and relationships; especially skilled at directly confronting issues and for pursuing fast results in a way that meets organizational needs.• Onsite support for VIP users to make sure their requirements and issues are addressed with high priority. Remote support for offsite employees with IT issues to ensure they can work effectively. * Actively participate in CAB meetings on a weekly basis to identify the potential issues and create workarounds before the implementation of the change.

Chennai, Tamil Nadu, India

Chennai, Tamil Nadu, India

* Rendered excellent technical support and remote troubleshooting for Desktops, Laptops, MAC, and Smart Phones for US based users.* Answered inbound calls of end users and AT&T representatives to identify and resolve the Network based issues.* Worked on scheduled shifts, which may include evenings, weekends, and holidays, to provide around-the-clock support.* Handled remote desktop tools to assist customers by taking control of their computers to troubleshoot and resolve technical issues.* Contributed to the process by providing technical guidance and answering questions about the product or service, addressing any technical concerns or objections raised by customers.* Analyzed opportunities to upsell or cross-sell additional products or services to maximize sales revenue