Arunkumar R

Immediate Joiner - overall 7.2 yrs experience within IT operations (AD, O365, SCCM, SharePoint, DFS) | Location - Chennai

Mott MacDonald Private Ltd. - Chennai 

June 2018 – March 2022
IT Analyst Service Desk 
i. SME:
• Schedule training agenda for new joiners
• Conducting training sessions among the team to bridge the knowledge & 
process gaps 
• Liaise with IT operations to collate technical updates/ knowledge and 
transition the same with SD team to drive SLA & OLA 
• Constantly updating/creating new knowledge base articles for effective 
troubleshooting and fixing issues to achieve FLF & FTF 
• Root Cause Analysis for escalations to identify the process gaps, proposals for 
new ideas/suggestion to bridge the Process gaps
Updating/creating new SOP documents as per ITIL standards
• Regularly scheduling huddle with the team to share daily/important updates 
• Always demonstrating the ability to respond with a high degree of urgency to 
the needs & requests of others, internally and externally. Understand the 
impact of their work on others.
ii. Quality Analyst: 
• Random quality samplings for the Service Desk team on weekly basis and 
share constructive 1 on 1 feedbacks
• Random quality samplings for IT operations team on monthly basis and share 
constructive feedbacks with Service delivery managers
• Organizing meetings to improve the call/mail/chat etiquette and enhance 
positive end user experience 
• Scheduling mock call assessment for New Joiners after the training session and 
share 1 on 1 constructive feedback 
• Handling a team of 14 members 
iii. Exchange/O365:
• Have hands on experience handling all malicious email issues -
Phishing/Malware/Spoof/Spam emails - Actioning by blocking the bad email 
senders in Spam Filter policy
• Malicious phishing links via emails when not actioned by Exchange Online 
Protection, we manually add them in the Safe links to block them
• Managing Quarantined folders to identify the action taken by EOP
• Checking Retention Policy, Litigation Hold on the mailboxes to ensure email 
data protection
• Liaise with the Unified communications to perform Content search or 
eDiscovery search in case of data prevention
• Good knowledge email DNS security relating to SPF, DKIM, DMARC

• Annamalai University 
B.Sc. Multimedia  - 61.4% 
• Nellai Nadar Mat. Hr. Sec. School
12th State Board  - 63.1 %
• Nellai Nadar Mat. Hr. Sec. School 
10th State Board  - 75.5 %