PROGRAMMER ANALYST | 07/2022 – 01/2025

Cognizant Technology Solutions Canada Inc - Oakville, Ontario

- Managed Windows servers, AD, DNS, DHCP, and GPOs
- Installed and supported AD services (DNS, DHCP, GPO)
- Handled Intune device management, app deployment
- Resolved incidents via ServiceNow and Remedy ticketing systems
- Monitored system performance; performed root cause analysis
- Provided support for Windows OS, networks, and printers
- Maintained and configured SharePoint sites and permissions
- Supported Office 365 and Azure (passwords, mailbox migrations)
- Troubleshot Microsoft 365 compatibility and integration issues
- Configured network settings: TCP/IP, DNS, DHCP, VPN (Ivanti, Cisco)
- Managed Azure resources: VMs, access control, backups

SENIOR CUSTOMER SERVICE ANALYST |02/2019 – 05/2022
Firstsource Solutions Limited – Chennai

- Developed and implemented customer service policies for operational efficiency.
- Trained and supported new customer service representatives.
- Monitored interactions to improve service quality and processes.
- Analyzed complaints to identify process improvement opportunities.
-Handled inquiries on products, services, billing, and technical issues.
-Troubleshot complex technical issues using strong problem-solving skills.

TECHNICAL SUPPORT ASSOCIATE | 10/2015 - 07/2018

Sutherland global services Pvt ltd - Chennai, India

- Troubleshot application issues on Windows desktops/laptops.
- Deployed Windows security patches via SCCM.
- Resolved complex issues with Office 365 applications.
- Configured and supported Office 365 (OneDrive, Yammer, Exchange).
- Created user accounts in AD, Exchange, and Office 365.
- Maintained knowledge of latest Office 365 tools and features.
- Handled technical support and issue resolution for end users.
- Monitored system performance and addressed potential issues.
- Configured network settings (DHCP, DNS, TCP/IP, etc.)