Rakshitha Kanchikan
UAE
Summary
Skilled Senior ICT Support Engineer with 4+ years of experience in a high-pressure ITIL customer service environment within the Nuclear Industry. Proficient in quickly resolving technology issues through phone, email, remote support, MS teams and in-person interactions. Skilled in troubleshooting software problems, remotely monitoring system performance, and optimizing user experience.
Overview
4
4
years of professional experience
1
1
Certification
Work history
Senior ICT Specialist
Tech Mahindra Ltd - LTI mindtree
2023.10 - 2024.12
- To provide first line support to end users through different channels including Phone calls and Emails, troubleshooting issues, and attending requests immediately through remote connection or solving problems as FCR (First Call Resolution).
- Receive incoming calls, log them to ITSM REMEDY ticketing system, either resolve them as 1st level support or dispatch to correct support group.
- Troubleshoot problems and analyze them to get required fix.
- Attend issues and requests through remote sessions if needed.
- Resolve all assigned calls up to customer satisfaction.
- Enable, Disable and Modify user accounts in Active Directory.
- SAP Applications (Account administration and troubleshooting).
- Create and Update Knowledge Base documents in monthly basis.
- Installing and configuring required software for user.
- Complies and adhere to Service Level Agreement (SLA).
- Ability to provide good customer service by anticipating client needs.
- Lead and/or follow-up with support team personnel on investigations of critical, cross-functional problems in ITIL environment.
- Assist with tracking and reporting on root cause and corrective / preventive action plan completion.
- To recommend adjustments to meet end user’s requirements and assist in determining, maintaining, analyzing, identifying, and monitoring issues related to problem management.
- To keep record of accomplishment with all relevant documentation and make sure effective contribution is made to improvise operational procedures.
Customer Support IT Officer
NMC Healthcare
2020.11 - 2023.06
- An organized, highly detail-oriented, and professional ICT support assistant.
- Responsible for assisting the supervisor in day-to-day operations by performing multiple administrative tasks, handling sensitive information confidentially and ensuring high quality customer service for patients.
- To ensure smooth workflow of the IT related issues / Requests like Account unlock/expiry, printer issues, Telephone issues, network related issue for employees within organization by coordinating with IT Support team.
- Worked with senior management to define standards, policies, procedures, and organizational enhancements to meet company goals for finance.
- Producing user manuals and guidance for end-users & strictly adhere to ICT policies and procedures.
- Reference available on Request
Education
BCA - Bachelor of Computer Applications
Mangalore University
Skills
- End User Support
- Installation and Updates
- Active Directory
- Exchange Server
- O365 / Azure
- MS Teams
- Citrix Workspace / MDM
- Ivanti Secure Access Client
- Cisco AnyConnect Client
- Cyber Security / SAP Security / ERP / UI
- Service Delivery
- Remote Support
- Adaptability to new technology
- Critical Thinking
- Understanding Business
Certification
- Completed AZURE 900 Fundamentals
- ITIL v4 Foundation
- Currently Pursuing Professional Certificate Program in Cybersecurity.
PROJECT DETAILS
Innovations in Computational Intelligence and Computer Vision Event., RFID Tagging on Laptops – Support Specialist, Tagging RFID tags on Managed laptops and making sure database is updated on weekly basis.
AREA OF EXPERTISE
- Expertise in managing incidents and service requests, ensuring timely resolution, and minimizing downtime.
- Experienced in managing and resolving remote desktop issues using tools like MS teams & SCCM.
- Proficient in implementing ITIL best practices to improve service delivery and support processes.
- Skilled in providing exceptional customer support, ensuring high levels of customer satisfaction.
- Liaise with project management teams, third-line engineers, and other service delivery units on a regular basis.
- Comprehensive knowledge of supporting a wide range of software applications and hardware components.
- Install, setup, configure and test a variety of application programs e.g., SAP on user laptops.
- Keeping a record of issues and faults along with solutions, for future reference.
- Publish KB documents on Monthly basis.
- Providing training and support to end users, enhancing their technical skills and system usage.
- Facilitating Root Cause Analysis (RCA) on all Major Incidents by creating Problem Tickets, creating and assigning Corrective actions.
- Leading and mentoring junior team members, fostering a collaborative and productive work environment.
- Previously possessed CICPA PASS and UAA access while supporting users in the RED ZONE (Protected and Vital Areas) at Barakah Nuclear Power Plant.
- Ensuring adherence to strict security protocols and regulatory standards.
- Supporting operational technology (OT) and IT systems in vital areas.
Timeline
Senior ICT Specialist
Tech Mahindra Ltd - LTI mindtree
2023.10 - 2024.12
Customer Support IT Officer
NMC Healthcare
2020.11 - 2023.06
BCA - Bachelor of Computer Applications
Mangalore University