Abiram Prasanna

• Delivered in-person and remote IT support, overseeing installation, upgrades, and issue resolution for workstations and associated hardware/software.
• Led IT Asset Lifecycle Management, including procurement, deployment, maintenance, decommissioning, and compliance tracking for all assets.
• Conducted software asset audits, collaborating with procurement and finance teams to optimize licensing and manage vendor renewals.
• Maintained and updated Configuration Management Database (CMDB), ensuring accurate CI data for incident, change, and risk management.
• Drove process improvements in ITAM workflows and governance frameworks; created SLA/KPI dashboards for leadership review.
• Facilitated Scrum ceremonies as Junior Scrum Master, including daily stand-ups, backlog grooming, and sprint planning sessions.
• Collaborated with US and Canadian teams during software rollouts and domain migration projects to ensure alignment and timely delivery.
• Gathered requirements for a new software product by working closely with engineering teams and executives.

• Coordinated onboarding and offboarding processes, provisioning devices and overseeing depot activities effectively.
• Set up standardized PCs using system images to ensure compliance with IT policies.
• Managed asset inventory and procurement while maintaining accurate records through vendor collaboration.
• Provided end-user support for hardware and software issues, leveraging VMware and remote tools.
• Supported laptop refresh programs by scheduling user sessions and guiding device swaps.
• Applied Agile practices in IT, participating in scrums and sprint planning for project success.
• Facilitated communication between teams to address blockers and align rollout priorities.
• Implemented data protection policies using SCCM and Active Directory to ensure security.

Managed team of 10 technicians to ensure effective scheduling of hardware deployments.
Collaborated with stakeholders to develop deployment plans and synchronize project timelines.
Created KPI and SLA dashboards using Excel and Tableau to track rollout performance metrics.
Installed systems according to service orders, adhering strictly to manufacturer guidelines.
Conducted data backups and recovery procedures to uphold high system availability.
Configured customized setups across multiple platforms to guarantee system functionality.
Provided support for hardware and network issues via phone, ServiceNow tickets, and on-site assistance.
Administered user account setups, permissions, and security policies in line with IT compliance protocols.

Monitored service orders in ServiceNow, ensuring resolution within defined SLAs.
Created dashboards and reports in Excel and Tableau to track SLA performance and KPIs.
Provided insights to IT leadership and stakeholders for informed decision-making.
Disassembled and repaired computer systems to troubleshoot hardware issues.
Delivered technical support through phone, email, and remote desktop sharing.
Guided users through troubleshooting tasks to enhance system functionality.

Responded quickly to assistance requests, ensuring smooth operations for end users across departments.

Client: Ford Motor Canada

Managed installation, configuration, and upgrades of hardware/software supporting 500+ staff across multiple departments.

Acted as a central point of contact between Ford users, Dell EMC, and IT vendors, ensuring smooth IT service delivery.

Supported 10+ departments using server remote tools, onboarding new users, and tracking IT asset changes.

Participated in PI Planning sessions, assisting as a junior Scrum Master to schedule new hardware rollouts and align timelines with business priorities.

Reduced rollout time for new hardware deployments by identifying process bottlenecks and rescheduling based on stakeholder availability.

Led daily coordination meetings with IT team members, business users, and vendors to prioritize issues, plan rollouts, and resolve escalations (practicing daily Scrum elements).

Facilitated stakeholder communication by scheduling, tracking, and reporting progress of hardware refreshes, deployments, and network upgrades to Ford managers.

Conducted maintenance on servers and systems, coordinated updates in Agile-styled sprints, and ensured operational continuity during peak workloads.

Supported hardware changes (HDD to SSD, RAM, peripherals), troubleshooting, and proactively removing blockers for smooth project progress.

Provided timely end-user support for LAN/WAN, servers, and device integration.

Utilized IT project management and support tools (ticketing dashboards, MS Teams) to communicate, track deliverables, and document outcomes.

Client: Mclaren Healthcare – US Healthcare Domain

Prioritized needs and delegated tasks while managing multiple projects at the same time.

Worked closely with cross-functional teams to prepare project schedules, allocate resources, and keep deliverables on track.

Identified project issues early, resolved them where possible, or escalated to stakeholders when needed.

Completed risk assessments and applied response strategies to minimize blockers and delays.

Collected, analyzed, and documented requirements in collaboration with business and client teams.

Tracked project data using JIRA, prepared progress updates, and highlighted trends for decision-making.

Participated in daily Scrum meetings and also led stand-ups, sprint planning, and other Agile ceremonies for multiple projects.

Documented user stories, acceptance criteria, and new feature requirements to guide development teams.

Evaluated projects regularly, addressed issues, and kept teams focused on sprint goals using JIRA.