Kiran MP

Provide technical support to staff and workers for IT-related issues.
Maintain computers, printers, and other IT hardware in the camp.
Support HR and admin teams with payroll, employee management software, and reporting tools.
Manage software installation, updates, and troubleshoot application issues.

Regularly back up critical attendance, payroll, and security data

Maintain an inventory of IT equipment, licenses, and warranties

Ensure 24/7 uptime of surveillance systems and troubleshoot camera failures

Responsible for monitoring TAP,TRAP and Proofpoint Consoles

Preparation Of daily weekly and monthly Status Reports

Initiating daily meetings with Client and providing day today updates and recommendations

Monitoring Quarantine folders and take appropriate actions

Providing L2/L3 support

Raising TAC with Proofpoint support team incase of any issues/concerns

Creating and customizing rules as per client's requirements following the Change request

Support and train L1members.

Providing root cause and solutions to email related queries raised by helpdesk via email and Incidents

Work on Servicenow Incidents and Requests

Managing Proofpoint emailsecurity admin console for blocking/whitelisting/releasing/rule creation

Deployment and managing domains in office 365

Provide technical support to employees and resolve IT issues.

Manage ticketing systems and respond to user requests promptly

Maintain an inventory of IT assets

Track software licensing compliance

Maintain IT documentation, policies, and standard operating procedures

Manage procurement, disposal, and lifecycle management of IT equipment

Install and manage enterprise software

Install, configure, and maintain operating systems

Manage user accounts, groups, and permissions

Responsible for monitoring TAP,TRAP and Proofpoint consoles Preparation of Daily,weekly and monthly status reports

Attending biweekly Proofpoint meetings with proofpoint vendor

Initiating daily meetings with Client and providing daytoday updates and recommendations

Monitoring Quarantine folders and take appropriate actions

Providing L2/L3 support.

Raising TAC with Proofpoint support team incase of any issues/concerns

Creating and customising rules as per client's requirements following the Change request

Support and train L1members.

• Collaborated with cross-functional teams to ensure seamless integration of new technologies into existing infrastructure, minimizing disruption to business operations.
• Conducted training sessions for end-users on new technologies or updates, improving overall user proficiency and productivity.
• Responsible for 24*7 ITIL support environment like, Service Desk SLA management, IT operations, incident management,security incidentforVoiceandNon-voicesupporttoInternationalclients in a global Helpdesk environment, Manage floor and escalation from end users

● Providing L2/L3 support.

● Understand & Analysis of Applicationprocessflow.

● Support and train L1 members.

● Handling P1 cases.

● Coordinating with internal team,sending P1incidentcommunications to stakeholders ,end users and top management.

● Creating RCA and collecting data from internal team.

● Managing office 365 admin & Handling Proofpoint email security system. Managing admin console for network devices like Cisco VC Rooms, cisco cameras, Cisco phones, Cisco Wi-Fi access, Cisco ISE for end users and Cisco support centre for call monitoring.

● Handling Anti-Virussolution client’s management.

● Experience in monitoring on a worldwide network of cyber security events using Qradar SIEM solutions and intelligence.

●Investigating andimplementing ways of reducing calls to the Helpdesk and workload.

●Installation and maintaining the Windows patchmanagement to in house and overseas workstations with Lumension in patch management.

●Monitoring PRTG Network Monitor and Qradar.Managing squid Proxy/Symantec blue coatproxy server and creating user-based authentication.

● Managing VDI vendor support.

●Troubleshooting production team.

● Incident management through Helpdesk Tool

●Interacting with Users/Clients,thus providing end to end solutions for issues.

● Managing Proof point email security admin console for blocking/whitelisting/releasing/rule creation

● Analysing on network and server related issue before escalating to concerned team

● Installing, configuring and managing Trend micro and Symantec antivirus.

● Infrastructure support and Managing ITHelp desk Engine

● Voice and Non-voicesupport for UAE and 31 countries users.

● Installing,Configuring and monitoring Enterprise Trend -Virus and Symantec AntiVirus.

●Creating and managing users,groupIDs,Mailing listn Mail servers

●Installing and Managing the checkpoint endpoint encryption on laptops

● Configuring and troubleshooting Remote VPN.

●Managing Proxyserver and creating user/workstation based authentication.

●Troubleshoot for Network,Server OS and applications for performance related concerns

● Configuring and maintaining the printer and file servers

●ConfiguringAVAYA/CISCO phones for Endusers and creating standard consolidation on asset management process for desktops, laptops, software and IP phones.

●Configuring and troubleshooting blackberryservice,Microsoft

outlook.

●Troubleshooting and maintaining ActiveDirectory replication problems.

● MaintainingFileserveranduserpermissiontothesharedfolder.

●Support airline kiosks at over 160 Branches of UAE using customized software.

●Maintenance and troubleshooting for local Printer,network printer and scanner.

● Installation,trouble-shooting,configurationmanagement&maintenanceofwindowsdesktops and servers.

●Creating Users in Active Directory and moving users and computers to the correct OU’s and giving user level access.

●Troubleshoot clients PC/Laptop/Softwareissues using remotesupporttools (MSTSC,VNC,Goverlan, WebEx, Team Viewer and Join me)

● Creating and localGroup policies for users and workstations

● Managing Active Directory users and groups management

●Installation,troublshooting,configuration management&maintenance of windows desktops and servers and all required & relevant applications on them

● Handling incoming incidents via the phone/e-mail promptly and effectively

● CreatingnewsolutionsandUpdatingsupportdocumentation

● Installation,trouble-shooting,configuration management&maintenance of windows desktops and Laptops

●Managing and Administrating WindowsXP,7,8,and Windows10 workstations and laptops

● Configuring and troubleshooting Microsoftoutlookexpress,Windows Livemail and MSoffice outlook 2007, 2010, 2013 and 2016

●Installation configuration and maintenance of encryption software (CheckpointEndPointSecurity Data encryption software) on Laptops

● Worked in a 24/7 server support team at HSBC data enter

●Monitoring the health of Windows and Linux servers through SCOM and BMC patrol

● Coordinating with stake holders prior to change release

● Deployment of applications on UAT and production environment on Linux servers

● Installation&configurations of Windows Servers and maintenance

●Working closely with Incident management and provide regular updates upon system outage

●Taking proactive steps before firmware upgradation of windowsservers

●Working closely with stakeholders and raising change before the release

●Worked on ILO and RSA to connect servers when there is server connectivity issues

● Worked on user tickets and resolve issues within SLA

● Configuring andTroubleshootingLAN

● Diagnosing and troubleshooting office applications

● Hardware troubleshooting Desktop and Laptop

● Installation of all windows application

● Technical support given to the customer

● Diagnosing and troubleshooting for Office applications.

●Installing&configuring standard software’s,Antivirus with latest updates&security patch.

●Data Backup and restore(Desktop /Laptop)

● Outlook configuration.(OutlookExpress and MSOffice2003,2007)

● Printer/Scanner Configuration and sharing

● Remote installation,trouble-shooting and maintenance support.

● Configuring and troubleshooting network devices like Routers&Switches.

● IOS and Startup Configuration Backup and Restore.

● Assembling and Cabling of WAN and LAN.