Arunkumar R

Immediate Joiner - overall 7.2 yrs experience within IT operations (AD, O365, SCCM, SharePoint, DFS) | Location - Chennai

Mott MacDonald Private Ltd. - Chennai

June 2018 – March 2022

IT Analyst Service Desk i. SME:

• Schedule training agenda for new joiners
• Conducting training sessions among the team to bridge the knowledge &

process gaps

• Liaise with IT operations to collate technical updates/ knowledge and transition the same with SD team to drive SLA & OLA
• Constantly updating/creating new knowledge base articles for effective troubleshooting and fixing issues to achieve FLF & FTF
• Root Cause Analysis for escalations to identify the process gaps, proposals for new ideas/suggestion to bridge the Process gaps

Updating/creating new SOP documents as per ITIL standards

• Regularly scheduling huddle with the team to share daily/important updates
• Always demonstrating the ability to respond with a high degree of urgency to the needs & requests of others, internally and externally. Understand the impact of their work on others.

ii. Quality Analyst:

• Random quality samplings for the Service Desk team on weekly basis and share constructive 1 on 1 feedbacks
• Random quality samplings for IT operations team on monthly basis and share constructive feedbacks with Service delivery managers
• Organizing meetings to improve the call/mail/chat etiquette and enhance positive end user experience
• Scheduling mock call assessment for New Joiners after the training session and share 1 on 1 constructive feedback
• Handling a team of 14 members iii. Exchange/O365:
• Have hands on experience handling all malicious email issues -

Phishing/Malware/Spoof/Spam emails - Actioning by blocking the bad email senders in Spam Filter policy

• Malicious phishing links via emails when not actioned by Exchange Online

Protection, we manually add them in the Safe links to block them

• Managing Quarantined folders to identify the action taken by EOP
• Checking Retention Policy, Litigation Hold on the mailboxes to ensure email data protection
• Liaise with the Unified communications to perform Content search or eDiscovery search in case of data prevention
• Good knowledge email DNS security relating to SPF, DKIM, DMARC

• Annamalai University

B.Sc. Multimedia - 61.4%

• Nellai Nadar Mat. Hr. Sec. School

12th State Board - 63.1 %

• Nellai Nadar Mat. Hr. Sec. School

10th State Board - 75.5 %