Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and Interests
Personal Information
Timeline
Generic

Aravinth Dhanabalan

Summary

To seek an innovative atmosphere, where knowledge and experience can be shared and enriched obtaining a challenging position where I can utilize my skills & experience.

Overview

1
1
Certification

Work History

Associate Team Lead

TechM
  • Handling overall EUC operation for assigned project
  • Lead a team of IT support specialists delivering L1/L2 support across the APAC regions/technologies.
  • Monitor and manage SLAs, ensuring 99%+ compliance across all service requests and incidents.
  • Collaborate with cross-functional teams to implement ITIL-based processes for incident, change, and problem management.
  • Conduct regular performance reviews, mentoring sessions, and training for team members.
  • Serve as the escalation point for critical incidents and ensure timely resolution and communication.
  • Drive continuous improvement initiatives, reducing ticket resolution time and increasing customer satisfaction.
  • Desktop/Laptop Hardware troubleshooting - Create, test, and develop current Workstation images.
  • Prepare and configure new laptops/workstations specifications as assigned
  • End User Computing (EUC) Device Refresh as part of BAU (any bulk refresh will be treated as a separate project activity)
  • Works closely with vendors and managed services to maintain systems and services, manage change, and deploy new systems and services
  • Provide onsite PC repair, virus- and spyware-remediation, maintenance/rejuvenation, data-recovery, networking and upgrades.
  • Windows upgrades through SCCM agent.
  • OS and application installation: Windows migrations and deployment of customized images using SCCM
  • Troubleshoot for Windows and have good working knowledge of Office products; provide printer/fax support
  • Handling of server and network communications equipment, protocols (i.e. DNS and TCPIP), transmission media, security, and network management practices
  • Analyzed and diagnosed DNS/DHCP/VPN and other networking issues
  • End user issues related to network, IP config, windows troubleshooting
  • Actively worked with hardware and software vendors to resolve client issues promptly
  • Active Directory, folder access and Group Policy administration, hardware configuration. User Support for VPN, MS Office, and applications.
  • Installation of printers, Configuring conference room facilities
  • IP Phone installation, troubleshooting
  • O365 configuration, troubleshooting
  • Other aspects related to End-user computing
  • Deskside Support
  • Spares management
  • Installs, moves, adds, and changes hardware and software packages (IMAC); Hardware life cycle management
  • Security compliance
  • Populate a Knowledge Management system with resolutions and workarounds
  • Act as an escalation resource to the Help Desk, Site Administrators, and Network Operations Center to assist with issues affecting endpoints
  • Enterprise Mobility Management administration - enrolment and management of mobile devices. Adept knowledge on Airwatch – intelligent hub/MDM/Intune/azure
  • Fault diagnosis/troubleshooting
  • Maintain and monitor the ticketing Service Now queue
  • Ensure swift ticket resolution and escalate issues to Level 3 technician as necessary
  • Adept knowledge on Software Center(SWC) and ServiceNow

Lead Technical Specialist

HCL TECHNOLOGY
  • Handling overall EUC operation for assigned project
  • Managing and administration of SNOW applications
  • Handling & managing the office 365 portal.
  • Handling Intune and MDM access device management.
  • EPO console for AV activities
  • Administration of user domain account using Active Directory
  • Handling & Managing IT Helpdesk management tool for any new implementation.
  • Handling TARMAC portal for manage the assets & compliance.
  • Provided Monthly & Quarterly wise Dashboard to customer
  • Provided technical expertise to team when needed.
  • Monitored progress toward goals.
  • Spot-checked work to ensure Service Desk Staff were knowledgeable and courteous.
  • Provided KB articles and documentation to management.
  • Providing telephone support to technology users.
  • Provided regular training opportunities to keep Service desk technologically up-to-date.
  • Evaluated team-member technical skills and provided corrections plans as needed.
  • Updated help desk manuals and guidelines as technology needs changed with new software applications.
  • Monitored service calls for courtesy and patience.
  • Utilized Remote Access and Desk Service Tools to provide on-site troubleshooting assistance from distant location.
  • Led team providing telephone and online support to customers experiencing technical issues.
  • Provided quality troubleshooting with patient step-by-step instructions to resolve problems.
  • Monitored technical team calls to ensure maintenance of technical skills and good customer service.
  • Tracked and logged all calls for each shift.
  • Identified problem areas and implemented all necessary training.
  • Held weekly team meetings and involved staff in planning and decision making.
  • Ensured team-members stayed up to date by providing frequent training.
  • Monitored calls for skill level and customer service delivery.
  • Reported progress goals suggestions and all issues to management

SME

Microland Ltd (HCL Tech)
  • Handling overall EUC operation (Helpdesk, Service Desk, RDS & onsite support Team)
  • Handling & managing the office 365 portal.
  • Handling Airwatch and EPO console for AV activities.
  • Handling & Managing IT Helpdesk management tool for any new implementation.
  • Handling Trax portal for manage the assets & compliance.
  • Provided Monthly & Quarterly wise Dashboard to Kotak General Insurance customer.
  • Provided technical expertise to team when needed.
  • Monitored progress toward goals.
  • Spot-checked work to ensure Help Desk Staff were knowledgeable and courteous.
  • Provided KB articles and documentation to management.
  • Providing telephone support to technology users.
  • Provided regular training opportunities to keep Service desk technologically up-to-date.
  • Evaluated team-member technical skills and provided corrections plans as needed.
  • Updated help desk manuals and guidelines as technology needs changed with new software applications.
  • Monitored service calls for courtesy and patience.
  • Utilized Remote Access and Desk Service Tools to provide on-site troubleshooting assistance from distant location.
  • Led team providing telephone and online support to customers experiencing technical issues.
  • Provided quality troubleshooting with patient step-by-step instructions to resolve problems.
  • Monitored technical team calls to ensure maintenance of technical skills and good customer service.
  • Tracked and logged all calls for each shift.
  • Identified problem areas and implemented all necessary training.
  • Held weekly team meetings and involved staff in planning and decision making.
  • Ensured team-members stayed up to date by providing frequent training.
  • Monitored calls for skill level and customer service delivery.
  • Reported progress goals suggestions and all issues to management

Team Lead

CtrlS Datacenter Ltd
  • Handling & Managing the office 365 portal.
  • Handling Airwatch and EPO console for AV activities.
  • Handling & Managing IT Helpdesk management tool for any new implementation.
  • Handling Desktop central & Asset explorer portal for manage the assets & compliance.
  • Provided Monthly & Quarterly wise Dashboard to customer like (IndiaFirst, Panasonic, and AZB & Deloite).
  • Provided technical expertise to team when needed.
  • Monitored progress toward goals.
  • Spot-checked work to ensure Help Desk Staff were knowledgeable and courteous.
  • Provided written reports and documentation to management.
  • Providing telephone support to technology users.
  • Provided regular training opportunities to keep Help Desk staff technologically up-to-date.
  • Focused on superior customer service delivery and led by example.
  • Evaluated team-member technical skills and provided corrections plans as needed.
  • Updated help desk manuals and guidelines as technology needs changed with new software applications.
  • Monitored service calls for courtesy and patience.
  • Utilized Remote Access and Desk Service Tools to provide on-site troubleshooting assistance from distant location.
  • Led team providing telephone and online support to customers experiencing technical issues.
  • Provided quality troubleshooting with patient step-by-step instructions to resolve problems.
  • Monitored technical team calls to ensure maintenance of technical skills and good customer service.
  • Tracked and logged all calls for each shift.
  • Identified problem areas and implemented all necessary training.
  • Held weekly team meetings and involved staff in planning and decision making.
  • Ensured team-members stayed up to date by providing frequent training.
  • Monitored calls for skill level and customer service delivery.
  • Educated staff that did not meet technical or customer service expectations.
  • Reported progress goals suggestions and all issues to management

Senior Technical Support Engineer

Wipro MIT
  • Providing Technical support to client.
  • Administration of user domain accounts using Active directory.
  • Handling all software and hardware calls through IBM Maximo with SLA limits for all over INDIA.
  • Troubleshooting of problems in Desktop, Laptop, Printers and scanners through Remote Desktop Connection, Dame ware, VNC, Team viewer etc.
  • Installation of client operating systems (Win 98, Win 2000, Win XP & Win Vista, Win7), Standard software like Microsoft Office, SAP, Antivirus, Adobe Reader, WinZip, VPN, Drivers & other software’s.
  • Configuration & troubleshooting Web Application like Employees Portal and Oil & Gas industries related application etc.
  • Handling Symantec Management Agent.
  • Installation and troubleshooting Symantec Endpoint Protection Antivirus.
  • Installation and troubleshooting of SAP ERP application. Ver. 7.1 and 7.2.
  • Installation and configuration of RSA SECURE ID and troubleshooting problem related to it.
  • Configuration & troubleshooting Cisco VPN Client
  • Configuration & troubleshooting of Microsoft Outlook through Exchange Server & through VPN connectivity.
  • Configuration & troubleshooting SAP 7.2 &7.1 through VPN Connectivity.
  • Level 1 troubleshooting for LAN, TCP/IP problems.

Desktop Support Engineer

HCL Info System Ltd
  • Providing technical support /troubleshooting for day-to-day operation to users on LAN and standalone machines on the field.
  • Troubleshooting and configuration of Windows 2000 / XP / Vista / Win 7 Operating Systems.
  • Install and Configure software’s like SQL server2008, 2005, VS 2008, 2010, Crystal report... etc.
  • Solve Problems With Remote Desktop.
  • Installation, configuration of MS office suite (All Versions).
  • Installation of Symantec Endpoint Protection 11.0.6100.645 & its updates with security patches.
  • Knowledge of mobile devices and functionality (Blackberry / I-Phone / Nokia /Other phones used for corporate E-mail).
  • Configuration and troubleshooting of desktop, network, multi-function printers.
  • Assembling and repair of PC, Desktop Computers, LAN, Configuration, control and peripherals.
  • Hardware and Software installation and up gradation.
  • Knowledge of Wired and Wireless Networking (LAN, WAN, Wi-Fi).
  • User support / problem solving for various desktop applications.
  • Maintaining regular client communication.
  • Handling all software and hardware calls through Remedy tool with SLA limits for all over INDIA.
  • Resolving user’s day to day issue within SLA

Education

High School Diploma -

Francis Xavier College

Skills

  • Strong technology skills
  • Leadership
  • Motivation
  • Technical support monitoring
  • Customer service
  • Writing skills
  • Verbal skills
  • Exceptional customer service skills
  • Technical expertise
  • Troubleshooting
  • Problem-solving
  • Knowledge of hardware
  • Knowledge of software
  • Knowledge of operating systems
  • Service Desk tools
  • Remote Access
  • Deadline management
  • Documentation
  • Fast learner
  • Positive attitude
  • Innovative ideas
  • Dedication towards work
  • Judgment

Certification

  • Certified MCSE,MCP
  • ITIL certified.
  • Certified Azure administration Associate.
  • Ms office advanced course completed.

Languages

English
Hindi
Marathi
Tamil

Hobbies and Interests

  • Cricket
  • Chess
  • Reading books

Personal Information

  • Pan Number: ATMPD0766H
  • Passport Number: K6744186
  • Date of Birth: 01/24/89
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married

Timeline

Associate Team Lead

TechM

Lead Technical Specialist

HCL TECHNOLOGY

SME

Microland Ltd (HCL Tech)

Team Lead

CtrlS Datacenter Ltd

Senior Technical Support Engineer

Wipro MIT

Desktop Support Engineer

HCL Info System Ltd

High School Diploma -

Francis Xavier College

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Aravinth Dhanabalan