SAM PAULRAJ

• On the same role as in Hogarth worldwide but moved under WPP payroll
• ● Proficient in incident management, problem management, change management, and SLA adherence, ensuring minimal downtime and optimal service delivery.
  ● Strong knowledge of ITIL framework and best practices, driving continuous improvement in IT service management.
  ● Skilled in analyzing and troubleshooting hardware, software, and network issues, ensuring timely resolution.
  ● Proven ability to prioritize tasks, manage multiple projects, and meet deadlines while maintaining service excellence.
  ● Experienced in implementing and improving service desk processes, leading to increased efficiency and reduced resolution time.
  ● Ability to motivate and mentor team members, leveraging YEPR (Yield, Efficiency, Productivity, and Responsiveness) to enhance performance.
  ● Track and improve KPIs such as First Call Resolution, Average Resolution Time, Customer Satisfaction Score, and SLA Compliance Rate to optimize service quality.
  ● Focused on metrics-driven decision-making, using data analytics to enhance IT support services and align with business goals.

● Proficient in incident management, problem management, change management, and SLA adherence, ensuring minimal downtime and optimal service delivery.
● Strong knowledge of ITIL framework and best practices, driving continuous improvement in IT service management.
● Skilled in analyzing and troubleshooting hardware, software, and network issues, ensuring timely resolution.
● Proven ability to prioritize tasks, manage multiple projects, and meet deadlines while maintaining service excellence.
● Experienced in implementing and improving service desk processes, leading to increased efficiency and reduced resolution time.
● Ability to motivate and mentor team members, leveraging YEPR (Yield, Efficiency, Productivity, and Responsiveness) to enhance performance.
● Track and improve KPIs such as First Call Resolution, Average Resolution Time, Customer Satisfaction Score, and SLA Compliance Rate to optimize service quality.
● Focused on metrics-driven decision-making, using data analytics to enhance IT support services and align with business goals.

• Providing IT level 1 and 2 solutions across the organization
• Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues
• Resolved technical issues related to computer hardware, software, and networking systems
• Utilized IT service management software to log, track, and resolve customer issues
• Conducted remote troubleshooting and aided end-users located in different geographical locations
• Using Powershell to generating reports and manage multiple user accounts and licenses
• Creating Retension Policies for the mailbox
• Managing the user accounts
• Administering the security and compliance measure
• Create application for the organisation and for team using Power Apps
• Monitoring and getting report on the delivery of the mail through Email Trace
• Configure and troubleshoot Microsoft Applications
• Setting up and Managing the sharepoint Sites

• Responsible for performing the role of a Service Restoration Manager/Incident Manager in the incident handling team and make sure all the critical incidents were addressed on time
• Ensure all necessary teams are involved for a speedy recovery of issues to reduce the business impact based on the defined Major Incident process and the SLA's
• Responsible for creating and publishing campaigns
• Run client reports on Daily, weekly, and monthly basis and share them with clients before due date