Naveen Kumar YV

IT Service Desk Lead | ITIL V4 Certified | Microsoft O365 Certified |

Summary
Versatile Service Desk Lead with 8 years record of finding effective solutions to technical issues through
Microsoft O365 troubleshooting skills and Incident Management analysis. Accredited with certification in ITIL V4
and Apple Support Professional, Promotes Advanced Active Directory and Microsoft O365 skills. Empowered 19+
L1 / L2 teams to a higher level of maturity by improving their process and ensuring they adhered to SLA, resulting
in 93%.

Skills
Technical Skills
Desktop support | Software diagnosis | Troubleshooting | Virtual Private Network (VPN) | Installing | Configuring |
Incident Management | Managed Services | Storage Management | Networking | ITIL V4 | DHCP | DNS | ITSM | Migration
Leadership Skills
IT Escalation | Customer Focus | Team Management | Problem Solving | Decision Making | Conflict Resolution |
Active Listening | Guidance and Training | Root Cause Analysis | Strategic Thinking | Process Improvement |
Adaptability | Customer Satisfaction (CSAT) | Budgeting | Negotiation | Time Management | Asset Management
Tools & Methodology
Service Now | JIRA | Salesforce | Azure | cisco | VMware (VDI) | Power BI | Intune | Microsoft Defender | One Drive |
Microsoft Dyamics 365 | Windows OS | TeamViewer | Active Directory (AD) | Azure | SCCM | IOS | SharePoint |
Microsoft Exchange | JAMF | MFA | MDM | Avaya | Teams | Outlook | Mac Os | CMDB

Work Experience
IT Service Desk Lead - WorkForce Software Aug 2022 - Present
Dexian India Technologies Private Limited Chennai

Automated user provisioning/deprovisioning & delegated tasks in Active Directory, leading to 55% faster ticket
closure and enhanced L1/L2 team productivity.
Increased team size from 8 to 14 members and implemented comprehensive hiring and training, achieving
97% SLA adherence and ensuring 24/7 coverage with no missed calls, enhancing customer satisfaction and
support reliability.
Conducted Training and Engaged Knowledge Transfer, Learning and Development sessions, standardizing
communication practices and improving technical knowledge, which increased call and email quality by 82%
and enhanced the professional image of the support team.
Closed IT gaps, developed and implemented strategic IT plans in new technologies, boosting efficiency by
35% and trimming budget costs by 20%.
Implemented Microsoft Dynamics 365 for incident management, streamlining processes, and enhancing team
coordination, which improved resolution time by 20% and increased customer satisfaction from 48% to 91%.
Directed a successful migration project from on-premises systems to a One Drive (cloud-based
infrastructure), including data and application migration. This resulted in a 50% reduction in IT overhead costs
and improved system scalability and performance.
Facilitated and optimized SharePoint document libraries and workflows for improved collaboration. This
increased user adoption and reduced document retrieval times by 40%, leading to efficient team collaboration.
Standardized and automated software installation and configuration processes, and provided in-depth training
for diagnosing issues, resulting in a 50% reduction in time and a 40% improvement in issue resolution rates.
Guided team with efficient remote support by quickly diagnosing and resolving user issues, minimizing
downtime and improving user satisfaction. This proactive approach reduced ticket resolution times by 35% and
 increased CSAT ratings by 25%.
Streamlined inventory management by implementing an automated tracking system, ensuring accurate asset
records and availability. This reduced equipment loss by 20% and improved resource allocation efficiency by
30%.
Optimized internet management by implementing bandwidth monitoring and access controls, reducing network
congestion and enhancing overall performance. This led to a 30% decrease in internet-related tickets and a
20% improvement in user productivity.

Subject Matter Proficient (SMP / SME) - High Mark Health Solutions (HMHS) Feb 2020 - Jul 2022
Thryve Technologies Chennai

Enhanced call quality and performance by expanding Avaya Marquee dashboard functionality through
ServiceNow integration, improving metrics visibility and analysis by 75% and significantly boosting customer
satisfaction.
Optimized managed services Administration by implementing practical monitoring and automated issue
resolution tools. This improved system uptime by 25% and reduced the frequency of service disruptions,
enhancing overall service reliability.
Led SharePoint projects to centralize document management, implement version control, and integrate with
Microsoft Teams, boosting team collaboration and streamlining workflow efficiency.
Optimized team utilization, increasing FCR rate to 77% by aligning resources with peak demand & providing
targeted training on TeamViewer & SCCM.
Introduced License Management and Multi-Factor Authentication (MFA) for VPN login, reducing dependency
on physical tokens, improving login efficiency, and decreasing IT tickets related to token loss, thereby
enhancing security and user satisfaction.
Streamlined MS Exchange server management by implementing automated email archiving and retention
policies. This reduced server storage usage by 30% and improved email retrieval efficiency, enhancing overall
system performance.
Revamped incident management processes using ITIL V4 best practices, including enhanced escalation
procedures and automated ticket routing. This reduced incident resolution times by 30% and increased
customer satisfaction by 20%.
Program Analyst - Oxford University Press (OUP) Dec 2016 - Jan 2022
Cognizant Technological Services Bangalore

Leveraged Oracle and SQL skills to manage database tasks and achieved Oracle 11g certification, increasing
self-closure rates by 50% and streamlining operations as a Junior DBA.
Upgraded and consolidated storage infrastructure, incorporating scalable solutions and automated data tiering.
This enhanced storage performance by 35% and reduced costs by 20%, ensuring better data management
and reliability.
Resolved complex MAC OS issues as a certified Apple Support Professional (JAMF), improving First Call
Resolution (FCR) by 15% and increasing closure rates by 20%.
Deployed Microsoft Defender for endpoint protection and threat detection across all devices. This reduced
security incidents by 60% and improved threat response times, significantly enhancing organizational
cybersecurity.
Developed weekly and monthly performance reports using Power BI, providing actionable insights that drove
data-driven improvements and earned positive feedback from the Steering Management team.
Resolved 90% of VMware VDI performance issues by addressing connectivity, client configurations, network
settings, and session problems, significantly improving user experience and operational efficiency.

Certification
ITIL Foundation In IT Service Management Sep 2018 - Feb 2019
Alison
Apple Certified Support Professional Mar 2019 - July 2019
Credly (By Pearson)
Achievements
Recognized as Best Subject Matter Proficient
Provided hands-on guidance and set up a rapid response protocol during peak hours, increasing team efficiency
by 20% and earning recognition as "BEST SME" for effective control and high-quality service in critical situations.
Conferred as Team Of The Year
Executed a 24/7 Business Continuity Plan (BCP) during natural calamities, ensuring no missed calls or SLA
breaches, which earned the ''Best Team of the Year'' award and demonstrated special resilience and service
excellence.
Bestowed as " Clutch Member Of Team"
Catalyzed over 300 service desk tickets monthly, optimizing workflows and resolution processes, which improved
efficiency, reduced resolution times, and increased team productivity, Earned a " Clutch Member Of Team".

Education
Master Of Science (M.S) - Data Science & Artificial Intelligence Feb 2024 - Present Chennai
Kalasalingam University
Bachelor Of Engineering (B.E) - Electronics & Instrumentation Aug 2012 - April 2016 Chennai
Anna Univeristy