Vidhya Ganesan Email & Phone Number

Melbourne, Vic, Au

Geelong, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Blackburn, Victoria, Australia

• Providing 1st level technical support to 5000+ users over phone and e-mail.• Creating, updating and maintaining customer tickets in Service Now ticketing system.• Creating user accounts and providing access to users according to security policies through Active Directory.• Troubleshooting and diagnosing technical issues over the phone, through remote access technologies.• Providing access to microsoft accounts,printers and scanners and network drives.• Handling and… Show more • Providing 1st level technical support to 5000+ users over phone and e-mail.• Creating, updating and maintaining customer tickets in Service Now ticketing system.• Creating user accounts and providing access to users according to security policies through Active Directory.• Troubleshooting and diagnosing technical issues over the phone, through remote access technologies.• Providing access to microsoft accounts,printers and scanners and network drives.• Handling and troubleshooting issues related to windows desktops/laptops, network, hardware components, Printers & Scanners, operating systems, business software, VPN.• Troubleshooting Microsoft Office 365 suites including Outlook, Word, Excel, OneNote, Teams, Streams and OneDrive.• Researching and identifying solutions to software and hardware issues.• Installing software's remotely as per the user's request.• Checking and releasing the quarentine emails based on security policies.• Responding to incidents and requests within SLA requirements for about 5000 users.• Experience in supporting Microsoft Windows desktop/laptop Operating systems (Windows 10, 8.1,7,XP)and Smartphones.• Escalate the issues to 2nd and 3rd level if neccesary to resolve issues. Show less

India

• First point of contact for 5000 users related to multiple applications.• Providing Application admin support to users.• Providing the technical Application support to users via email, phone, face to face and web chat.• Actively driving end-user requests, and monitoring alerts to resolution with a strong sense of ownership• Application Administration - Account management, data entry, creating and deleting user account, adding and removing user from group,providing &… Show more • First point of contact for 5000 users related to multiple applications.• Providing Application admin support to users.• Providing the technical Application support to users via email, phone, face to face and web chat.• Actively driving end-user requests, and monitoring alerts to resolution with a strong sense of ownership• Application Administration - Account management, data entry, creating and deleting user account, adding and removing user from group,providing & terminating the access, password reset, creating & Mailing the report, account locked out and troubleshooting.• Handling the incident management, service request management, problem management, change management, document management as per the standard operating procedure.•Ensure client applications and servers are operating at optimum level with minimal or no downtime • Prepare and maintain the Knowledge Management database (Known error data base).• Performing the system readiness test of the applications after every maintenance activity.• Handling all the application related tickets and resolved within the Service level Agreement.• Analyzing the root cause of the incidents and escalate to next level if required.• Install the software in the user machine and train the user to access the software.• Providing weekly/monthly/Quarterly/Annual audit reports as per the request from the management.• Providing On call support on weekends if needed.• Monitoring the application performance via proactive health checks on daily and monthly cycle.• Coordinating with vendor, system owner and business owner to resolve applications related issues.• Maintaining good relationships with clients, Manager,coworkers and work effectively with Developers, DBA, Network team and the rest of the business for the high severity issues. Show less

Certificate Lll In Eal (Access) Oqp, Professional Development

Bachelor'S Degree, Information Technology

Completed Engineering degree in Information Technology

High School, Hsc