MS DEVARAJA

Provided expert L2 technical support to Royal Bank of Canada (RBC) employees, resolving a high volume of software and hardware issues while consistently meeting stringent SLAs.

Managed end-to-end incident and problem resolution using ServiceNow, including priority-based incident management and effective escalation to L3 teams (IBM, Dell, HP).

Optimized IT support workflows by documenting technical processes and creating comprehensive knowledge articles, significantly improving Service Desk efficiency.

Administered Active Directory, managing user roles, permissions, and security groups to ensure secure and efficient access control for enterprise systems.

Consistently received client commendations for exceptional communication and analytical problem-solving skills, enhancing user satisfaction and trust.

Resolved 90%+ of technical inquiries as the first point of contact via phone, chat, and email, ensuring prompt issue resolution and high customer satisfaction.

Performed critical system installations, troubleshooting, and upgrades on Windows operating systems, minimizing downtime for users.

Provided robust application support for Microsoft Outlook, VPN, and Microsoft 365, effectively resolving login, email synchronization, and performance issues for employees.

Collaborated cross-functionally with various teams and vendors to efficiently escalate and resolve complex application-related problems, ensuring timely solutions.

Successfully troubleshooted and resolved VPN connectivity issues for remote employees, ensuring uninterrupted and secure access to company resources.

Contributed to the design and analysis of mechanical components, ensuring adherence to engineering specifications and quality standards.

Assisted in process optimization efforts to enhance efficiency and reduce material waste in manufacturing operations.

Collaborated with production teams to troubleshoot and resolve technical issues, maintaining operational continuity.