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

Karthick S

Chennai

Summary

Results-oriented IT professional with over 11 years of infrastructure management experience, specializing in EUC service delivery for global customers. Highly energetic and self-motivated with a proven ability to meet strict deadlines and drive successful outcomes. Skilled and motivated Technical Consultant & Project Manager in IT Infrastructure, excelling in providing industry-based solutions for audio/video conferencing and broadcasting collaboration environments. Expertise includes administration and management of meeting room solutions such as MTR, Webex Control Hub, MTRP Pro Management, Poly Lens, Digital Signage, Qumu Cloud Streaming, Webex, Zoom, Yammer, Vevox, Teams Events/Townhall, Hive, and Kollective Ecdn deployment of geolocation. Adept at aligning IT processes with ITIL standards through effective change, incident, and problem management techniques.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Associate Consultant

HCL Tech
10.2024 - Current
  • Managed and Administration Global AV products and Systems and handle the Team to ensure address the problems and implement the solutions with-in timeline.
  • Proficient in-Service Improvement, Service Implementation, Technical support/troubleshooting.
  • Creating the technology Runbook to cover the Technical operational support structure.
  • Enhancing daily operational processes by performance tuning & automation for increasing productivity of the team.
  • Maintaining strict adherence to set standards and practices; aligning operational strategies with application roadmaps; identifying & monitoring monthly metrics and KPIs.
  • Team management with focus on people, process, and performance.
  • Process Design, Development and Deployment of projects based on ITIL best practices.
  • Service Management and improvement with Analysis of SLA, CSAT and trend.
  • Implement and integrate AV systems, ensuring they operate smoothly and efficiently.
  • Manage a Configuration, maintain, and optimize AV systems to ensure high-quality performance.
  • Ensure all AV solutions comply with security policies and regulatory requirements.
  • Streamlined operations through the automation of routine tasks and processes.
  • Manage relationships with vendors, overseeing service delivery and ensuring compliance with organizational standards.
  • Enhanced client satisfaction by providing tailored solutions and recommendations for their business needs.

Technical Specialist

HCL Tech
06.2022 - 09.2024
  • Managing L3 Infrastructure for Cisco Video conference services, MTR Room Devices (Cisco , Poly), Digital signage, and Meeting Rooms environments
  • Design, implementation and managing the technologies like MTR, Cisco Smart Room, Webex, Zoom, Vevox, Kollective, Hive, Digital Signage System, Viva Engage etc
  • Responsible for taking care of the Cisco TAC case which is related to all Major INC/issues and RMA against faulty devices
  • Responsible to work closely with network and Firewall team to ensure the Network setup based the infrastructure for MTR, SMR and other devices
  • Responsible to create Runbooks for AV product technologies
  • To Perform all Engineering activities to ensure the BAU to run without any issues
  • Creating / Updating the Runbooks process document and for applications
  • Responsible to Monitor and provide the infra level support for MS team’s live events which involved with Kollective, AI Media, Vevox
  • Bi-weekly/Monthly review/Quarterly Review to ensure all risk and gaps are mitigated
  • Monitoring all the SNOW Dashboards and assignment queues and identifying the major incidents which is related to the platforms like: MS Stream, Cisco WebEx, AppSpace, Vevox, Hive, Kollective and all the broadcast and Video platforms to provide the support and engage the required teams on Bridge to troubleshoot the issues
  • Support technical activities and changes related to ongoing maintenance of the platform (e.g., upgrades) and moves of end devices, some of which require out of hours’ work
  • Closely working the product vendors to ensure the report major case are addressed
  • Responsible for ensuring customer satisfaction by bringing an innovative approach to service and delivery management
  • Keeping KPIs, SLAs intact by thorough monitoring of incidents, SRs, Change Requests
  • Ensuring RCA for major incidents and appropriate corrective actions are taken promptly

Sr. Media Services Coordinator

Vega Project’s India PVT LTD
06.2017 - 06.2022
  • Responsible Connect with global team (APAC, EMEA, AMER) Tech’s team throughout the day, as it relates to Incidents and calls, day-to-day functions, operations, and videoconferencing, Webcast, WebEx CMR related issues
  • Responsible to manage the Cisco MCU’s 5320 and maintain for BAU events
  • Responsible to manage the Cisco CMM for Live Events
  • Responsible to configure, install, managing, maintaining and Video conferencing devices
  • Handling the CISCO SX, DX, MX, WebEx series Video conference equipment’s
  • Responsible to take care the Cisco TAC cases which is related to Video device issues / RMA
  • Responsible to test and deploy upgrades for Webex application to roll out global devices
  • Responsible to support Webcast Live events and major global events with involves (VC, TV broadcasting, Webcast Live, Intrado)
  • Responsible to handle the Multiple Shared Team mailbox for AV Events & Webcast operations
  • Responsible to Support VC device, WebEx Incidents
  • Responsible to support the OD – Demand recording
  • Responsible to support the Podcast Recording
  • Providing remote support to on-site AV resources for video and AV issues
  • If in case of AV resources cannot resolve
  • Managing and updating the entire AV / VC device information to the share point portal and service first

System Engineer

UST Global international PVT LTD
09.2016 - 05.2017
  • Providing L2 Support to Cisco Videoconference endpoint, Jabber-MOVI
  • Handling the CISCO SX10, 20, C-40, 60 Video conference equipment’s
  • Configuration the new VC units and testing with onsite engineer support
  • Jabber MOVI account creation process based on the user request
  • Handling all Video Conference Meetings issues
  • Video conference software updating to the VC endpoint
  • Handling the VC procurement with vendors as per the site location request
  • TMSXE configuration to Video conferencing room’s outlook email accounts for booking a VC room to schedule automatically with TMS
  • Support given for Town halls and critical meetings
  • User account adding to the Touch panel for connecting of VC endpoint
  • VC Applications Installation, configuring and troubleshooting in Windows 7
  • Service-Now Ticket reports sending to the management on daily basis
  • Sending reports to service delivery for monthly basis
  • VC endpoint records maintenance on Share point portal
  • Remote installation service to the requested application
  • VC conference data updating to the TMS
  • Creating the WebEx account to the users as the request
  • WebEx account configuration & updating the user data to the WebEx Administration
  • Handling WebEx meeting related issues
  • WebEx productivity tools installation and configuration

Desk-Side Engineer

Progressive InfoTech
10.2014 - 04.2016
  • Providing L1 Support to Cisco and Videoconference room endpoint related AV systems & network related issues
  • Handling the CISCO C40, C60, TANDBERG MXP1700 Video conference equipment’s
  • Handling Creston Air media, AISPro device, Digital signage Player, Projectors
  • Checked all the VC room and checked the AV Equipment’s to report the Daily-checklist on the daily basis
  • Video conference Meetings Monitoring, Troubleshooting
  • VC meeting attending and checked audio and video for all locations and confirm with scheduling team
  • Attending field calls for the VC meeting issues
  • Working in Service-Now for Incident Tickets and Requests
  • Working in BMC Remedy Incident Tickets and Work orders
  • Sending reports for weekly and monthly to service delivery
  • Maintaining and troubleshooting the AV/Presentation connectivity problems
  • Video and Audio Pre-test with the other location engineers for the critical meetings
  • Support the Town hall and Floor Event for connecting the projectors and speakers
  • Troubleshooting Siemens phone extension
  • Applications Installation, configuring and troubleshooting in Windows 7
  • Sending Daily-checklist for VC room connections on the daily basis
  • Coordinating with vendors for the AV projects TV, Digital signage installation

Desktop Support Engineer

Y Blue Technologies
05.2013 - 07.2014
  • Providing L1 Support to Videoconference, Systems Issues
  • Attend field calls with client for the desktop and laptop issues
  • Troubleshooting the networking related problem
  • Troubleshooting & maintenance
  • Providing the AMC services
  • Working in Incident Tickets for PC issues
  • Windows 7 OS installation
  • Applications Installation, configuring and troubleshooting in Windows 7
  • Installing the software applications to the user laptop
  • Handling various client applications
  • Co-ordinate with clients for the VC device installation and services
  • Providing the Town hall meeting support based on the user request

Education

B. Tech - IT

Tagore Engineering College
05-2012

Diploma - DCE

Meenakshi Krishnan Polytechnic College
06-2009

SSLC -

Government Hr. Sec. School
06-2005

Skills

  • Service Management
  • Service Implementation
  • Intergration
  • Technology Runbook creation
  • Meeting Room Solutions
  • Teams - MTR
  • Automation
  • Operational processes enhancement
  • Team management
  • Process Deployment
  • ITIL best practices
  • Best practices implementation

Certification

  • Course completed “CCNA – Routing and Switching"
  • Course completed “ACSE – System Engineer”

Hobbies and Interests

  • Playing games
  • Cricket
  • Watching Movies

Languages

English
Tamil
Hindi

Personal Information

  • Father's Name: M. Sekar
  • Date of Birth: 18/12/1989
  • Gender: Male
  • Nationality: Indian

Disclaimer

Hereby, I declare all the above information are true and correct to the best of my knowledge.


                                                                                                                                              Karthick S

Timeline

Associate Consultant

HCL Tech
10.2024 - Current

Technical Specialist

HCL Tech
06.2022 - 09.2024

Sr. Media Services Coordinator

Vega Project’s India PVT LTD
06.2017 - 06.2022

System Engineer

UST Global international PVT LTD
09.2016 - 05.2017

Desk-Side Engineer

Progressive InfoTech
10.2014 - 04.2016

Desktop Support Engineer

Y Blue Technologies
05.2013 - 07.2014

B. Tech - IT

Tagore Engineering College

Diploma - DCE

Meenakshi Krishnan Polytechnic College

SSLC -

Government Hr. Sec. School
Karthick S