Indhupriya Seliyan

• Provide ϐirst- and second-line technical support to users, including diagnosing
and resolving hardware, software, network, and system issues.
• Manage and prioritize IT support tickets, responding promptly to user
inquiries via email, phone, or in-person.
• Perform routine checks and updates on systems, ensuring security patches,
antivirus, and software updates are applied.
• Identify and resolve technical issues related to operating systems, software
applications, networks, printers, and other hardware components.
• Set up new laptops, printers, and other devices, including conϐiguring system
settings and installing necessary software.
• Create and maintain documentation of IT procedures, user manuals, and
troubleshooting guides for common issues.
• Ensure backup systems are operational and data recovery processes are in
place and functional.
• Provide training to end-users on software, hardware, and IT policies to help
them utilize the systems effectively.

Asset and Software Management
• Track IT equipment inventory and manage hardware and software assets.
• Ensure adherence to IT security policies and procedures, including
monitoring for security breaches or vulnerabilities.
• Assist in IT-related projects, such as software rollouts, system migrations, and
network upgrades.

• Provide first- and second-line technical support to 100+ end users, resolving hardware, software, network, and
system issues with same-day resolution for P1 tickets.
• Manage and prioritize IT support tickets via ticketing system, maintaining 95%+ SLA compliance across all request
categories.
• Set up and configure new laptops, printers, and peripherals; install required software and enforce endpoint security
standards.
• Maintain Active Directory user accounts, manage onboarding/offboarding, and assign Microsoft 365 licenses and
access.
• Track IT asset inventory and manage hardware/software lifecycle for the organization.
• Create and maintain IT SOPs, user manuals, and troubleshooting documentation.

• Delivered L1 technical support via ServiceNow, handling 30+ incidents per day through calls, emails, and chat.
• Supported Microsoft O365 suite (Teams, Outlook, OneDrive, SharePoint) for a user base of 1, 000+.
• Escalated high-priority tickets to L2 teams with full documentation, minimizing resolution time and business
downtime.
• Monitored endpoint health and applied security updates, drivers, and OS patches across Windows fleet.

• Supported regional sellers with product, ϐinance, and technical queries.
• Edited live product data, ensuring accuracy and real-time corrections.
• Escalated complex issues to dev teams, ensuring timely resolutions.

• Acted as primary contact for global users, resolving technical issues daily via calls, chats, and emails with consistent
SLA compliance.
• Administered Zscaler ZIA/ZPA policies — user access configuration, traffic log analysis, and assign L2 escalations —
reducing access-related incidents by 30%.
• Provided CrowdStrike Falcon L1 support: Agent installation, Policy verification, and alert triage.
• Managed endpoints with Microsoft Intune and Kaseya for patch deployment, compliance monitoring, and OS
updates.
• Administered Microsoft O365 and Google Workspace: account provisioning, license management, and
troubleshooting.
• Creating and maintaining SOP documentation for recurring issues.
• Supported regional sellers with product, finance, and technical queries; escalated complex issues to dev teams
ensuring timely resolution.

• Delivered L1 technical support through ServiceNow, handling incidents via
calls, emails, and chats.
• Supported Microsoft O365 (Teams, Outlook, OneDrive, SharePoint).
• Escalated high-priority tickets to L2 teams while ensuring minimal downtime.
• Monitored endpoint health and applied security updates, drivers, and OS
patches.

• Configured and troubleshot network devices (routers, modems, Wi-Fi), resolving internet/connectivity issues.
• Maintained high customer satisfaction through clear communication and efficient first-call resolution.

• Conϐigured and troubleshot network devices (routers, modems, Wi-Fi).
• Resolved internet and connectivity issues, boosting customer satisfaction.
• Identiϐied upselling opportunities during technical interactions.