Madhu S

Managed and mentored a team of 10+ Service Desk Analysts, consistently delivering exceptional customer service and technical support.

Elevated team quality scores by 23% compared to previous quarters, demonstrating strong leadership and process optimization.

Implemented root cause analysis techniques to identify and resolve systemic issues, significantly increasing operational efficiency.

Developed and enforced Service Desk policies and procedures, ensuring smooth operations and compliance with best practices.

Generated comprehensive weekly performance reports, tracking KPIs, open tickets, and SLA compliance to drive continuous improvement.

Recognized as "Best Performer" in 2017, receiving the Oracle and PAC SETTER Award for outstanding contributions.

Monitored Service Desk operations and expedited escalated tickets, ensuring timely resolution of critical client issues.

Managed Active Directory, including user account creation, permissions, and Group Policy implementation for internal customers.

Trained Service Desk analysts on operational procedures and troubleshooting techniques, enhancing team capabilities.

Performed comprehensive operating system installations (Windows 7/8/XP) on desktops and laptops, ensuring system readiness.

Recognized as "Best Performer" during deputation at HP for consistent high-quality technical support.

Administered Active Directory, encompassing server/client installations, user account management, and Group Policy deployment.

Managed monthly server security patch installations and firmware upgrades using automated batch files, enhancing system security.

Implemented and administered Windows Server 2003 Active Directory Domain Controllers, DNS, and DHCP servers.

Configured network infrastructure and systems, ensuring robust connectivity and technical support for over 300 users.

Maintained accurate inventory of all company IT assets, optimizing resource management and operational efficiency.