Senthilnathan K.

I am an IT Support and Customer Support Specialist with experience in technical troubleshooting, end-user support, customer service, team coordination, and voice/phone support. I have worked with four major Managed Service Providers (MSPs), supporting enterprise-level clients in ITIL-based service desk environments. I have experience supporting and managing Microsoft 365, Microsoft Entra ID, Microsoft Intune, Mobile Device Management (MDM), Mobile Application Management (MAM), SCCM, endpoint management, software deployment, and Windows environments. I also have experience managing high-volume ticket queues, troubleshooting technical issues, handling escalations, and ensuring incidents and service requests are resolved within defined SLAs. I am comfortable supporting users through phone, email, chat, and remote support tools while maintaining clear communication and a strong focus on customer experience. My experience also includes team coordination, workload prioritization, escalation management, coaching, and assisting team members with complex technical issues. I can quickly adapt to new tools, processes, technologies, and client environments. ### IT & Technical Support * IT Support & Technical Support * Microsoft 365 Administration & Support * Microsoft Entra ID Administration & Support * Microsoft Intune & Endpoint Management * Mobile Device Management (MDM) * Mobile Application Management (MAM) * End-User & Remote Support * Windows Desktop/Server Administration * Active Directory & Group Policy * SCCM / Microsoft Configuration Manager * Application Packaging & Software Deployment * InstallShield & AdminStudio * WSUS & Patch Management * Hardware & Software Troubleshooting ### Service Management * ITIL Service Desk Operations * ServiceNow & BMC Remedy * Incident & Service Request Management * Ticket & Queue Management * SLA & Response-Time Management * Escalation Management ### Customer & Team Support * Customer & Technical Support * Voice / Phone, Email & Chat Support * Customer Issue Resolution * Team Coordination & Workload Management * Coaching & Mentoring * Performance & Quality Monitoring Available for ongoing, full-time, or project-based opportunities.