shiva p

Provided end-to-end IT support for hardware, software, Intune, and network issues, and managed Microsoft O365 administration including user provisioning and license management. Led incident management and service delivery operations, ensuring SLA compliance and coordinating with global teams.

Delivered global IT support across US, UK, and APAC regions for hardware, software, Intune, and network systems for 5,000+ users. Troubleshot OS, Citrix, VPN, Intune, Okta MFA, Outlook, and LAN/WLAN issues, and monitored service queues in ServiceNow ensuring SLA compliance.

Provided L2/L3 technical support to global employees, ensuring high availability and minimal service disruption. Managed incidents via BMC Remedy, supported Active Directory, VPNs, Citrix, and Windows environments, and delivered team training on ITIL best practices.

Performed enhanced KYC and FATCA reviews for clients across Canada and Bermuda regions. Validated client information per AML/KYC regulatory standards and identified compliance gaps to improve due diligence accuracy.

Managed Active Directory, File, Exchange, and DHCP servers for enterprise environments. Performed OS installations, software deployments, VPN configurations, and Citrix troubleshooting, and conducted data backups using Veritas NetBackup.

Bachelor of Commerce degree from Vivekananda Degree College in Bangalore.

Pre-University Course from Vivekananda PU College in Bangalore.

Secondary School Leaving Certificate from B.E.S. School in Bangalore.