Gnanakumaran S
Chennai
Summary
Experienced Senior Consultant with 10+ years of expertise in IT support, incident management, and technical troubleshooting. Proven track record of optimizing operational efficiency, leading teams, and driving process improvements in M365, Citrix, VPN, and IT service management (ITSM). Proficient in escalation management, root cause analysis, and delivering high-impact solutions in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Analyst - IT Support & Infrastructure
BNY
07.2018 - 03.2025
- Provided L2/L3 technical support for M365, Citrix, VPN (Pulse Secure, GlobalProtect), and ensuring 99.9% uptime
- Managed VIP escalations, resolving critical performance & application issues within SLAs
- Led SCCM deployments, optimizing software rollouts for 5,000+ end-users
- Spearheaded Intune device management (BYOD & corporate devices), enhancing security compliance
- Improved ITSM processes (ServiceNow, Remedy), reducing incident resolution time by 30%
Senior Technical Support Engineer
Comodo Security Solutions
01.2017 - 06.2018
- Resolved complex security & malware issues via remote support, maintaining 95% CSAT
- Troubleshot network, firewall, and system optimization issues for global clients
- Ensured data security compliance through remote monitoring & endpoint protection
Consultant - IT Support (BELL CANDA Project)
Sutherland Global Services
11.2014 - 01.2017
- Delivered ISP & broadband support, resolving network, email & security issues
- Mentored 15+ technicians, improving team troubleshooting efficiency by 25%
Sr. Technical Engineer
IV Support Technologies
08.2013 - 11.2014
- Delivered critical Level 3 support for Windows and MacOS issues, ensuring minimal downtime for clients
- Assisted in high-priority issue resolution and system recovery across multiple teams
Tech Support Engineer
Comodo Security Solutions
11.2010 - 11.2011
- Delivered expert technical support, resolving security, malware, and system configuration issues
- Managed network printer setups and security software, enhancing overall system stability
Engineer - Technical Support
Origin IT and Facility Solutions
04.2010 - 11.2010
- Installed, configured, and troubleshot Windows Server 2003 in a production environment
- Managed Active Directory, including user account creation and migrations from Windows NT, improving system efficiency
Education
Bachelor of Science - Computer Applications
University of Madras
01.2011
Diploma - Computer Engineering
DOTE University
01.2008
Skills
- Technical Support Expertise
- IT Service Delivery
- Information Security Management
- Problem Resolution Expertise
- ServiceNow Implementation Skills
- Remedy
- Multi-Factor Authentication (MFA)
- Microsoft 365 Skills
- Citrix Environment Management
- Virtual Private Network Management
- Change & Release Management
- Intune Device Enrolment
- SCCM Application Deployment
- ITIL Process Management
- Endpoint Protection
- LAN/WAN
- VDS
- Always On VPN
- Root Cause Analysis
- Data Security
- Windows Support
- MacOS Support
- SLA & KPI Reporting
- RSA
- Rubi Key Management Skills
- Performance monitoring
- Client management
- Client relationship management
Certification
- Microsoft Certified Solutions Associate (MCSA) - Windows Server 2008
- Microsoft Certified Technology Specialist (MCTS) - Exchange Server 2010
- MCTS - Windows Server 2008 (Active Directory, Network Infrastructure)
Languages
Tamil (Native)
English (Fluent)
Technical Skills
Incident & Problem Management, M365, Citrix, VPN Management, SCCM Application Deployment, LAN/WAN, VDS, Always On VPN, Windows & MacOS Support, ServiceNow & Remedy, Change & Release Management, ITIL Processes, SLA & KPI Reporting, Multi-Factor Authentication (MFA), Intune Device Enrolment, Endpoint Protection, Root Cause Analysis, Data Security, RSA, Rubi Keys
Amateur Photography, Gaming (PC/Console)
- Amateur Photography – Passionate about capturing moments and experimenting with composition/lighting.
- Gaming (PC/Console) – Enjoy playing and analyzing PlayStation games, with an interest in storytelling and game design.
Accomplishments
- Supervised team of 15 staff members on my shift
- Collaborated with team of 15 in the development
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Analyst - IT Support & Infrastructure
BNY
07.2018 - 03.2025
Senior Technical Support Engineer
Comodo Security Solutions
01.2017 - 06.2018
Consultant - IT Support (BELL CANDA Project)
Sutherland Global Services
11.2014 - 01.2017
Sr. Technical Engineer
IV Support Technologies
08.2013 - 11.2014
Tech Support Engineer
Comodo Security Solutions
11.2010 - 11.2011
Engineer - Technical Support
Origin IT and Facility Solutions
04.2010 - 11.2010
Diploma - Computer Engineering
DOTE University
Bachelor of Science - Computer Applications
University of Madras
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