Rajesh Ravi Email and Phone Number

-Handling and managing escalation tickets/mails from the business team.- Responsible for monitoring the helpline tickets and closing them within SLA, while avoiding aging calls. - Managed and supported Windows OS, applications, hardware components, and system drivers.- Handled and configured BitLocker for laptops and desktops.- Well-versed in Global Protect VPN, SonicWALL VPN, Outlook, Skype, MS Teams troubleshooting.- Handled and supported Kaspersky and McAfee antivirus-related issues for all projects.- Handled and managed project applications related to Citrix, VMware, AWS, and RDP.- Provided remote support solutions using tools like DameWare, MS Teams, Skype Access.- Supported Matrix phones and Polycom (IP) phones.- Managed user account unlocks and password reset issues.- Managed OU movement requests.- Handled DL and group member additions/removals using the AD console (dsa.msc).- Monitored ticket SLA and CSAT SLA.- Coordinated OS hardening and OCS inventory assessment, and server patch updates.- Managed IT-related calls and provided assistance.- Managed critical incident management calls during project outages.- Supported new project requests and movement activities.- Handled and managed internal and external project audits, addressing action points.- Provided console access to specific devices for the network, server, and Linux teams.- Handled and supported iOS upgrades, faulty device replacements, and EOL replacement activities.