Ponnaruvi Thangasamy

I am completed my graduation in Electronics and communication Engineering. Totally i have 5 years of experience in 'IT service operations. Service desk engineer and Customer Problem management in NOKIA for 4yrs 1 months under Telecom background in different projects. Handling CRs (Change Request) which raised by domain owners and Third parties to make changes in Existing network for better improvement 

Ticket Dispatcher in HCL Technologies Chennai where my responsibilities included Account creation, Deletion and modification, password reset, account movements, adding, removing users from the groups, drives etc. via Active Directory manager plus console, Exchange console etc. 

During my tenure, I have given the best of my knowledge been as the best employee with both employers and I have the confidence that I can still give the best with any company with any responsibilities. 

Customer Problem Management in NOKIA (April 2018 to January 2020): Providing initial incident support and closing the incident after confirming with the customer. Resolving issues with in the SLA and should be effectively handled according to the ITIL Standard with NOKIA delivery policies. Handling CRs (Change Request) which raised by domain owners and Third parties to make changes in Existing network for better improvement. Providing initial incident support and closing the incident after confirming with the customer. Resolving issues with in the SLA and should be effectively handled according to the ITIL Standard with NOKIA delivery policies.

IT Security Analyst in HCL ( Dec 2016 to Nov 2017): Ticket Dispatcher in HCL Technologies Chennai where my responsibilities included Account creation, Deletion and modification, password reset, account movements, adding, removing users from the groups, drives etc. via Active Directory manager plus console, Exchange console etc. 

Service Desk and Fault Management Engineer in NOKIA( June 2014 to Oct 2016): Dealing with incoming faults in a professional, courteous manner over the phone and via email Incident Management, the major roll, coordinating with different teams for the proper root cause. Taking ownership of faults and managing them in a logical and methodical manner. Experience in handling high end calls and escalations with customers. Ensuring all faults are progressed & cleared within SLA –escalating to other internal and external teams as appropriate Identify and escalate repeat issues or service risks into service management teams. 

B.E in Electronics and Communication Engineering (Kurinji College of Engineering and Technology at Manapparai) - 81%