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Santhanalakshmi Venkatesan

@santhanalakshmivenka

IT Service Desk Specialist at HCL Technologies Ltd supporting Windows, macOS, and Azure AD; reduced SLA breaches by 10%.

India

Message

At HCL Technologies Ltd, I support enterprise users across Windows and Apple Mac systems, troubleshooting hardware, applications, login, and connectivity issues. I also manage Azure AD lifecycle requests, MFA resets, and role assignments.

I administer Microsoft Intune and JAMF Pro device policies and troubleshoot Palo Alto Global Protect VPN and Citrix/VDI access. For enterprise voice systems, I support Cisco Jabber, Webex, and VOIP.

I build ServiceNow dashboards and prepare weekly SLA compliance reports, improving visibility and reducing SLA breaches by 10%. Earlier, at Tech Mahindra, I supported service requests and connectivity troubleshooting for a major Australian telecom project.

Experience

Work history, roles, and key accomplishments

Current

Senior Specialist – IT Service Desk

Current

HCL Technologies Ltd

Nov 2023 - Present (2 years 11 months)

Delivered enterprise IT support for Windows and Apple Mac systems, handling 30+ calls daily and resolving 100+ incidents weekly. Managed Azure AD lifecycle requests, MFA resets, and role assignments for 500+ enterprise users.

Windows MacOS Microsoft Intune Jamf VPN Global Protect VPN Citrix VDI Azure AD MFA RBAC PIM Microsoft 365 Cisco Jabber Webex VoIP ServiceNow SLA Dashboard Reporting Printer Support Secure Print

Senior Technical Support Analyst

Tech Mahindra

Dec 2022 - Jul 2023 (7 months)

Provided technical support for a major Australian telecom project, handling customer queries and service requests. Assisted with new service connections, activations, and network troubleshooting.

Technical Support Incident Management Service Requests Ticketing Systems SLA Compliance Network Troubleshooting Customer Service

Software Developer Trainee

Devship Pvt Ltd

Sep 2021 - Nov 2021 (2 months)

Assisted developers with manual testing and documentation for internal projects. Collaborated on web page development using HTML, CSS, and JavaScript.

HTML CSS JavaScript Manual Testing Debugging Documentation

Executive

Logistics Sector Skill Council

Nov 2020 - Sep 2021 (10 months)

Interacted with school and college professors across India to promote logistics apprenticeship programs. Facilitated MoUs with colleges for training and skill development initiatives.

Stakeholder Management Program Coordination Communication Skills Relationship Building

Document Specialist

RR Donnelley Pvt Ltd

Dec 2017 - Mar 2020 (2 years 3 months)

Supported a global banking and financial services project across EMEA, APAC, Japan, and Australia. Managed and processed client files, ensuring accuracy and adherence to guidelines.

Document Management Data Validation File Processing Reporting Coordination