AKHIL PUSHPA MITHRAN
Senior System Engineer
Thalassery
Summary
Dynamic IT professional and freelance software developer with a strong foundation in ITIL service management, dedicated to driving large-scale IT projects such as the Saksham Seva initiative under CBIC.gov.in. Expertise includes software installation, troubleshooting, and maintenance across diverse platforms, with advanced proficiency in Windows and Linux systems, network infrastructure, and Active Directory management. Proven ability to design and develop innovative software solutions using CSS, HTML, Python, SQL, and the Flask framework. Committed to delivering efficient, customer-focused IT solutions while ensuring SLA compliance and operational excellence.
Overview
10
10
years of professional experience
15
15
Certifications
Work History
Senior System Engineer
Central Board of Indirect Tax and Customs
07.2024 - Current
- Managed IT services for Saksham Seva under CBIC.gov.in, ensuring adherence to ITIL best practices.
- Installed and troubleshot various software applications to resolve customer field issues promptly.
- Provided comprehensive support for hardware troubleshooting (desktops, laptops, printers), and software installation.
- Configured and maintained Windows/Linux operating systems (Windows 7, 8, 10, 11).
- Experienced in troubleshooting MS Outlook (2007, 2010, 2013, 2016), Office 365, IBM Lotus Notes, and PST file backups.
- Managed DNS and Active Directory operations, including user management and group policies.
- Proficient in BitLocker encryption and decryption.
- IPv4 addressing for LAN/WAN networks.
- Configured and maintained network devices (switching, routing) for optimal performance during video conferences.
- Monitored and supported using the Remedy ticketing tool and remote desktop connections (RDC).
- Ensured timely closure of cases within SLA requirements.
- Installed and configured wireless data cards and VPN connections on laptops and Ice Tab devices.
- Provided user support for printers, scanners, LAN, and connectivity issues.
- Conducted network troubleshooting using Ping, Traceroute, and utilized PRTG for network monitoring.
- Configured VPNs, NAS devices, Aruba 3810 switches, and Cisco 1900 routers.
- Supported remote customers through Remote Desktop Connection, AnyDesk, and TeamViewer.
- Updated systems using GPU servers, and utilized application software for diagnosing complex issues.
- Experienced with UDA-HP Universal Agent, SCCM, Symantec Endpoint Encryption, Symantec Endpoint Protection, Forcepoint DLP, Trend Micro APT, and Aruba ClearPass OnGuard.
- Conducted UPS and network equipment maintenance, including switch, router, ONT, ADSL modem replacement, crimping, punching, and testing.
- Aerial Telecom Solutions (Bharat Electronics Limited)
- Performed root cause analysis to provide resolutions for production issues.
- Mentored junior engineers in advanced concepts, fostering professional development within the team.
- Troubleshot hardware components to identify root causes of malfunctions, reducing equipment downtime substantially.
- Conducted thorough audits of system architecture, identifying areas for improvement and implementing corrective actions.
- Provided expert guidance on best practices in systems engineering, improving team performance and product quality.
- Led successful system upgrades by creating detailed implementation plans and coordinating resources effectively.
- Delivered high-quality documentation to support project requirements, enabling smooth hand-off to stakeholders.
- Established maintenance schedules for regular system checkups, enhancing overall stability and reliability.
- Collaborated with cross-functional teams to deliver innovative solutions for business needs.
- Optimized system performance by identifying and resolving complex technical issues.
- Collaborated with clients to determine need and devise appropriate software and hardware solutions.
- Completed software updates and assessed security patches for optimized computer use.
- Implemented networking and server changes to meet client budgets and needs.
- Collaborated with other departments to facilitate successful project completion.
- Created detailed reports on engineering activities and findings.
System Engineer
Central Board of Indirect Tax and Customs
12.2019 - 06.2024
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
- Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
- Created comprehensive documentation for system configurations, procedures, and best practices to facilitate knowledge sharing among team members.
- Managed multiple projects simultaneously, meeting tight deadlines while maintaining high-quality deliverables.
- Reduced downtime for critical systems through proactive monitoring and maintenance tasks.
- Improved system efficiency by implementing and optimizing hardware and software components.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Conducted end-user reviews for modified and new systems.
- Assisted in developing cost-effective solutions to engineering problems.
- Monitored and evaluated engineering performance to recommend improvements.
- Analyzed and interpreted customer requirements to develop engineering solutions.
- Conducted technical evaluations of engineering designs and test results.
- Implemented new strategies to reduce costs and improve efficiency of engineering team.
- Created detailed reports on engineering activities and findings.
Service Manager (Team Lead)
Petra Infoserv Pvt Ltd (Wipro Service Partner)
02.2019 - 11.2019
- Led and managed a team of 11 members, overseeing their performance and development.
- Managed customer escalations effectively, ensuring timely resolution and customer satisfaction.
- Achieved SLA targets consistently through proactive management and team coordination.
- Handled logistics management using Strac, ensuring smooth operations and timely deliveries.
- Successfully sold IT products including printers, laptops, and software, meeting sales targets.
- Conducted client meetings for Annual Maintenance Contracts (AMC) and Care Packs, fostering client relationships and enhancing service offerings.
- Managed bench and onsite cases, handling escalations and ensuring timely resolution.
- Responsible for accepting and closing cases using SAP CRM, maintaining accurate records and documentation.
- Managed part requests using RESOLVE (Lenovo) and DFSM (Dell) applications, ensuring efficient inventory management and procurement processes.
Technical Support Engineer
Volta Technology Solutions (Wipro Service Partner)
08.2017 - 01.2019
- Resident engineer.
- Certified HP Support Engineer with HPCS_KMS3971.(Printers,Laptop,Desktop & all in one)
- Certified Lenovo Support Engineer WP1309795.(Laptop ,all in one & Desktop)
- Certified Dell Support Engineer with Tech ID 611687.(Laptop,Desktop & Projector).
- Handling Onsite Cases(escalations).
- Accepting and Closure of cases(SAP CRM).
- Managing customer escalations.
- Collecting customer feedback through phone.
- Part requesting in RESOLVE(Lenovo) and DFSM(Dell) application.
Computer Service Technician
Freelance
06.2015 - 07.2017
- Assembled and configured custom PCs according to client specifications.
- Replaced and upgraded hardware components such as CPUs, RAM, and storage devices.
- Installed and configured operating systems including Windows, macOS, and Linux.
- Managed network setup and configuration for three labs housing 600 systems, ensuring seamless connectivity and optimal performance.
- Installed and configured CCTV cameras, ensuring proper functionality and integration with monitoring systems.
- Provided troubleshooting and repair services for various electronic products, diagnosing hardware and software issues efficiently.
- L1 Support for Bank(Kotak,Axis)
Education
Master of Science - Master of Computer Application
SRM University
Chennai, India 04.2001 -
Post Graduate Diploma - IT Infrastructure Management Services
Kerala State Rutronix
Kannur, India01.2017
Diploma - Advanced Hardware & Network Engineering
Nirmalagiri College
Kannur, India01-2016
High School Diploma -
Kerala State Rutronix
Kannur, India 04.2001 -
B.Sc. - Information Technology
PARK'S COLLEGE (Bharathiar University Coimbatore)
Tirupur, India01.2015
AISSCE[12th] - Computer Science
Mambaram English Medium School(CBSE)
Kannur, India05-2011
AISSE(10th) - School
Mambaram English Medium School(CBSE)
Kannur, India05-2009
Skills
ITIL Service Management
Certification
Technical Support Fundamentals by Google(Coursera).
Interests
Sr System Engineer, Data Center Admin, System Administrator, System Analyst, Network Administrator
Playing Chess, Reading books(IT Magazines), Tech Video YouTube, Listening Pop music
DECLARATION
I hereby declare that the above-furnished details are correct and true to the best of my knowledge. Place: THALASSERY . Date: 2025-01-03
QUALIFICATIONS
- Master of Computer Application.(Pursuing)
- Post Graduate Diploma in IT Infrastructure Management Services.
- B.S.C.Information Technology.
- Diploma in Advanced Hardware & Network Engineering.
- Diploma in Computer Hardware Maintenance.
POTENTIAL
- Highly motivated in problem solving
- Leadership Quality.
- Good analytical & communication skills
- Enthusiastic and amiable team worker
- Fast Learner and a Hard Worker.
- Honest, Sincere with a high level of Integrity.
- Adjustability & Adaptability to any environment.
- Never give up until resolution.
ADDITIONAL RESPONSIBILITIES HELD AND ACTIVITIES.
- Developed Inventory Management Desktop Application .
- Developed Analyser Desktop Application (Comparing of Rows and Columns of Two Excel files) Using Python in VSCode.
- Conducted IT Hardware Exhibition.
Timeline
Senior System Engineer
Central Board of Indirect Tax and Customs
07.2024 - Current
System Engineer
Central Board of Indirect Tax and Customs
12.2019 - 06.2024
Service Manager (Team Lead)
Petra Infoserv Pvt Ltd (Wipro Service Partner)
02.2019 - 11.2019
Technical Support Engineer
Volta Technology Solutions (Wipro Service Partner)
08.2017 - 01.2019
Computer Service Technician
Freelance
06.2015 - 07.2017
Master of Science - Master of Computer Application
SRM University
04.2001 -
High School Diploma -
Kerala State Rutronix
04.2001 -
Post Graduate Diploma - IT Infrastructure Management Services
Kerala State Rutronix
Diploma - Advanced Hardware & Network Engineering
Nirmalagiri College
B.Sc. - Information Technology
PARK'S COLLEGE (Bharathiar University Coimbatore)
AISSCE[12th] - Computer Science
Mambaram English Medium School(CBSE)
AISSE(10th) - School
Mambaram English Medium School(CBSE)