Gayathri Kannan

IT Support Specialist

Chennai, India 4+ yrs exp 88 · Excellent

About

Results-driven IT Support Specialist with 4+ years of experience delivering end-to-end technical support in enterprise and remote environments. Proven expertise in Azure Active Directory, Microsoft Intune, Windows Autopilot, ServiceNow ITSM, and VPN/VDI infrastructure. Adept at managing identity & access, endpoint configuration, incident resolution, and SLA adherence. Experienced in supporting global clients for Big 4 consulting firms. Strong communicator with a track record of high first-contact resolution rates and excellent customer satisfaction scores.

Skills & Expertise (20)

Microsoft Intune Advanced

8.2/10

Years Exp

Windows Autopilot Advanced

8.0/10

Years Exp

Azure Active Directory Advanced

7.8/10

Years Exp

Active Directory Advanced

7.5/10

Years Exp

ServiceNow Advanced

7.0/10

Years Exp

VPN Intermediate

6.5/10

Years Exp

SLA Adherence Intermediate

6.5/10

Years Exp

Incident Management Intermediate

6.5/10

Years Exp

Process Documentation Intermediate

6.0/10

Years Exp

Cross-Functional Collaboration Intermediate

6.0/10

Years Exp

Coaching Intermediate

6.0/10

Years Exp

team mentoring Intermediate

6.0/10

Years Exp

Knowledge Base Management Intermediate

6.0/10

Years Exp

Microsoft Teams Intermediate

6.0/10

Years Exp

Exchange Online Intermediate

6.0/10

Years Exp

Microsoft 365 Intermediate

6.0/10

Years Exp

User provisioning Intermediate

6.0/10

Years Exp

MFA Intermediate

6.0/10

Years Exp

Skype Intermediate

5.5/10

Years Exp

Windows OS

Work Experience

Remote Support Specialist

Hemmersbach India Pvt. Ltd.

Nov 2023 - Present

Managed enterprise device onboarding and configuration using Microsoft Intune and Windows Autopilot, ensuring compliant and standardised deployments across the organisation. Administered Azure Active Directory for user provisioning, deprovisioning, group policy management, and access control in alignment with enterprise security standards. Diagnosed and resolved hardware, software, and network issues, documenting all interactions in ServiceNow while consistently meeting SLA and ticket adherence targets. Delivered remote technical support to KPMG end users via phone, email, and chat, maintaining high first-contact resolution (FCR) rates and strong CSAT scores. Collaborated with cross-functional global IT teams, contributed to process documentation, and maintained knowledge base articles to improve team efficiency.

Senior Associate – IT Support

Sutherland Global Services

Sep 2022 - Nov 2023

Delivered end-to-end infrastructure support for VPN, VDI, Avaya Softphone, Citrix Virtual Apps, WebEx, and Adobe Bridge across Work-at-Home (WAH) programs. Managed escalated support calls from new joiners, providing real-time coaching and reducing resolution time while improving team quality metrics. Assigned RSA tokens, configured MFA VPN access, and managed user accounts for hundreds of remote employees ensuring secure and uninterrupted connectivity. Created and maintained Distribution Lists and Mailboxes using Microsoft Exchange Online (O365) in alignment with organisational requirements. Monitored RIM extended support queues, tracked ticket adherence, and provided structured feedback to drive consistent team performance improvement.