Athira Madhukumar

Results-driven IT Service Desk & Customer support specialist with 6+ years of experience in L1/L2 support, Microsoft 365, Active Directory, and ITSM tools. Proven ability to manage 24/7 service desk operations, achieve 95%+ SLA compliance, and deliver fast, customer-focused technical support. Skilled in incident management, IAM, and troubleshooting for enterprise environments. Seeking an opportunity to contribute technical expertise and enhance service delivery.

System Administrator at Alamy Images Pvt. (2024-07 – Present)

• Managed 24/7 Service Desk operations, achieving 95%+ SLA compliance and 99.9% service availability
• Performed incident, service request, and major incident management across L1/L2 teams
• Reduced incident recurrence by 18% through ITIL-based problem management and root cause analysis
• Maintained <5-minute first response time by monitoring and optimizing ticket queues
• Improved escalation efficiency by 25% through process optimization
• Handled end-user support across Windows, CRM, and email security platforms
• Utilized tools: Manage Engine Service Desk Plus, Hornbill, PRTG, Grafana, AWS Cloud Watch, New Relic
• Conducted incident trend analysis to improve performance, staffing, and service delivery
• Developed and maintained knowledge base (Confluence) to enhance team productivity

Service Desk Analyst (SME) at Tata Consultancy Services (2020-01 – 2024)

• Provided technical support and troubleshooting for end users, ensuring quick issue resolution
• Managed Microsoft 365 (O365) environment for 1000+ users (user, license, and service administration – Outlook, SharePoint, OneDrive)
• Administered Active Directory (user/group management, Group Policy, DNS, OU management)
• Automated tasks using PowerShell (bulk user/group updates, security attribute management)
• Configured and managed Service Now (incident workflows, reports, dashboards)
• Supported Identity & Access Management (IAM) and security operations
• Worked with Cyber Ark PAM (privileged account on boarding, safes, dual control access)
• Monitored and analysed Azure AD & on-prem logs for security and compliance
• Managed large-scale user/group provisioning (2000+ users, 1500+ AD groups)
• Collaborated with teams on access governance tools (e.g., SailPoint, Oracle)
• Improved process visibility through real-time tracking and reporting solutions

Tata Consultancy Services service desk Administrator

Provided Technical Support to clients - including issue resolution and troubleshooting

Managing O365 Administration - User management ,License

Management and Troubleshooting

Administrating and Maintaining O365 Services - Email , SharePoint ,

One drive etc for over 1000+ users

Developed and Managing ServiceNow - Report creation , Dashboard creation and workflow for Incident management and request fulfillment

Maintaining and Supporting Active Directory Environment Group policy

Management , User Management and DNS

Security Group Creation , Adhering to organization standards

Checking user properties and security attributes in PowerShell including BULK Membership addition and Removal

Organizational Unit (OU) movements

Standard and Privileged account creations Analyzing Sign in logs of user accounts

Analyzing account modification logs on both azure and On-Prem objects

Managing and supporting the Beacon users list and account from the security perspective.

Driving beacon users to access part and managing bulk user and group creations on active directory.

Loaded 1500 + Ad groups and mapped 2000+ user entries.

Drive users to the load the groups into SailPoint and oracle end.

Shared the live tracker idea to the team so that the whole members will be able to understand and analyze the data on real time execution.

Worked with CyberArk Privileged Access Management (PAM) to secure and manage privileged accounts.

Created and managed CyberArk safes to ensure secure access control.

Onboarded privileged accounts into CyberArk for centralized management and monitoring.

Configured dual control access to enhance security and approval workflows.

Supported Identity and Access Management (IAM) processes to maintain secure user access.

Bachelor's Degree in Computer Science – Kerala University (2019)