Profile
A skilled IT support analyst having 7+ years of Experience in System Administration of architecting, installing and configuring computing systems. Experienced in providing client focused IT support and in successfully analyzing and resolving IT hardware and software problems in a timely and accurate fashion. Having the ability to maintain a high degree of customer service for all support queries and possessing strong analytical and documentation skills.
Now looking for a new and challenging IT support analyst position, one which will make best use of my existing skills and experience and also further my personal and professional development.
Key Skills:
System administration
Desktop Support
Diagnosing hardware & software faults
Windows Active Directory L1 and L2 Support
Hardware Exposure
New Installations and support
End user support
System Backup
Maintenance
Problem Identification
Technical support and IT-Helpdesk.
Experience Summary:
1. Organization : Merrill Technology Services India P Ltd (Location: Chennai)
Duration : 21st June 2012 to 29th Dec 20105
Designation : Senior-IT Support Engineer
Team : IT Support
Team size : 10
2. Organization : Acropetal Technologies Ltd
Client Name : Cognizant Technology Solutions (Location: Chennai -MEPZ)
Duration : 16th March 2011 to 20th June 2012
Designation : IT-Helpdesk Engineer (Client Designation: FMS Engineer)
Team : NSS (Network and system services)
Team size : 40
3. Organization : Indian Institute of Technology (IIT Madras) (Location: Chennai)
Duration : 22nd August 2008 to 28th Feb 2011
Designation : Project Technician (System Administrator)
Team : DCF (Departmental Computer Facility)
Team size : 2
4. Organization : HCL Infosystems Ltd (Location: Pondicherry)
Duration : 07th May2007 to 06th May 2008
Designation : Apprentice Trainee
Educational Qualification
B. SC ( Information Technology)
Alagappa University
(2014-2015)
Diploma Engineering in E.C.E
A.V.C Polytechnic College
(2005-2007)
Technical Qualification
Certified in MCITP 2008 Server Administrator [Certification ID: 8808724]
Professional Summary
Merrill Technology Services India (P) Ltd
Senior IT Support Engineer
Providing L1& L2 support to the users by working with Axios Assist ticketing tool to handle the issues
Providing Remote support to the users for Troubleshooting &Diagnosis of Desktop, Laptop, application, networking and infrastructure issues
Installation and support of telecommunication equipment such as AVAYA IP phone/Polycom
Responsible for maintaining backups and for project work such as new builds
Working closely with software/Hardware suppliers to resolve operational issues
Responsible for supporting: Windows XP/Vista/Windows 7/Windows 8,Mac Operating system, Office 2007/2010//2013/O365, Windows Server, Active Directory management, Anti-Virus products, DNS/DHCP, Ethernet and wireless router
Monitoring the Memory /CPU/disk space alerts, Application/ Services failure & Server Issues of all the Physical / VM servers using SCOM monitoring tool and Creating / assigning tickets to corresponding team to work on the alerts
User account & Security/Distribution group management in Active directory
Host records creation and Static IP reservations by using Inflobox appliance tool
Implementing wallpaper and USB block group policy for India sites
Modifying / maintaining the NTFS permissions in DFS and creating share folders
Managing Print Servers and providing the permissions to user according business needs
Creation and management of Virtual Machines, Clone and Templates
Deploying the virtual servers by using VM Templates
Installing, upgrading and maintaining of server hardware components as per project requirement
Responsible for preparing the daily issues handled / escalated in the form of Daily reports
Ensuring that the tickets raised per shift are closed within SLA and escalated as per the escalation Matrix
Acropetal Technologies Ltd
(FMS Engineer)
Client Name: Cognizant Technology solutions
Client Designation: NSS Engineer
Taking care of GSD (Global service desk) by using Remedy tool and troubleshooting the issues faced by associates in different locations of Cognizant across Chennai site.
All kinds of technical assistance to the users over phone/mail also handling escalation mails, customer queries/ requests.
Providing L1 support for Telepresence on Polycom and Tandberg equipment’s for video Conferencing over phone
Providing Level 1 Network support like VLAN change and static IP assigning.
Providing End user support to internal users (within India) for all kind of business applications
Managing around 16500 Dell Desktops, HP printers, Canon scanners, and 500 Dell laptops and maintaining their asset inventory.
Configuring and troubleshooting of mail client software’s like Lotus Notes, MS-Outlook for the users.
Taken care of Resource Allocation Management Systems (RAMS) where software’s are allocated and released according to the license availability.
Installations / troubleshooting of various software’s like Oracle, Microsoft products, Sun and IBM Lotus notes etc
Software deployment to all the desktops and Laptops through the SCCM console based on the requests.
Installing and troubleshooting of SCCM Client software to make sure all the client systems are communicated with SCCM server
Installation and troubleshooting of McAfee antivirus to make sure all the client systems are updated with Latest virus definition update.
As been a lead for Windows 7 migration project and migrated around 1500 desktops from windows XP/VISTA to windows 7
IIT Madras
System Administrator (Project Technician)
Providing support to Civil Engineering Department Students , staffs and Computer facility lab
Creating and managing user accounts for students and staffs
Managing file servers and creating disk quota for each students to keep their project related data’s
Network Printer management
Responsible for maintaining and monitoring the internal department systems
Installation of OS, Anti-virus and applications
Coordinating with vendors for Hardware related issues
Hardware and software installation and troubleshooting
Performing system builds , Installation of laptop / desktop, repairing, replacing the systems and performing scheduled data backups as necessary
Asset management
HCL Infosystems Ltd
Apprentice Trainee
Active Team member in Quality Assurance -Customer satisfaction Cell Team
Desktops, Laptops Assembling and Quality Testing
Ensuring that the Production systems are in good condition and running all kind of tests such as thermal test ,memory diagnostics test,HDD test,CPU test, Graphics card test and submitting the report to head for analysis
Undergone through the training of 5S, ESD and Material Handling
Field Return Materials Handling, Failure Analysis , stock reversal & Inventory control
Installation of windows operating systems
