Headline

Application production support analyst at Tata Consultancy Services

About

Proficient Production Support Analyst with 4 years of combined experience in application production support and service desk operations. Skilled in troubleshooting, system monitoring, incident management, and root-cause analysis, with a strong focus on maintaining system stability and performance. Adept at collaborating with cross- functional teams, delivering exceptional support, and driving continuous improvements in service quality and operational efficiency.

Location

Chennai

Work experience

Application production support analyst at Tata Consultancy Services, Apr 2024 - Present · 2 yrs 3 mos, India, Proficient Production Support Analyst with 4 years of combined experience in application production support and service desk operations.

Technical Support Executive at Tata Consultancy Services, Sep 2021 - Mar 2024 · 2 yrs 7 mos, Tamil Nadu, India, Highly skilled Service Desk professional with three years of hands-on experience in IT support,providing exceptional customer support across a variety of technical IT system issues. A key IT team member holding a proven track record in using technical capabilities to support teams in resolving complex matters.

System Administrator at Tata Consultancy Services, 2021 - 2023 · 2 yrs, Serve as the first point of contact for customers via phone, chat, email, and ticketing systems, ensuring timely and effective issue resolution. Administer and manage Identity and Access Management (IAM) operations, including user account provisioning, modification, and deactivation in Active Directory, as well as handling password resets and account unlocks. Create and manage distribution lists, shared mailboxes, and user mailboxes using the Exchange Admin Center. Maintain and troubleshoot Multi-Factor Authentication (MFA) configurations within Azure Active Directory. Perform software deployment, configuration, updates, and uninstallation across multiple systems, ensuring adherence to security and compliance standards. Establish remote sessions to troubleshoot and resolve hardware, software, network, O365, VPN, Citrix and application-related issues using tools such as SCCM and Nexthink finder. Review and process service requests, log incidents, and document actions and resolutions in ServiceNow and Halo ticketing systems. Create, update, and maintain Configuration Items (CIs) for databases, servers, applications, and user/group records — within the ServiceNow CMDB. Manage user account creation and access permissions in various enterprise and retail business applications. Reassign and escalate tickets to Level 2 support teams for timely resolution of complex issues, ensuring service continuity and user satisfaction. Develop, update, and maintain Standard Operating Procedures (SOPs) for recurring incidents and operational processes to improve efficiency and ensure knowledge consistency.

Education

Bachelor of Science, Computational Science, Shri Shankarlal Sundarbai Shasun Jain College for Women