MAGESH SHA SUBRAMANI
Chennai
Summary
Experienced IT Operations professional with 15+ years of expertise in End User Computing, IT Infrastructure Operations, Management & Services. Demonstrated ability to set up, maintain, and repair user stations. Strong track record of successfully completing diverse support projects independently. Known for exceptional troubleshooting and critical thinking skills.
Overview
17
17
years of professional experience
Work History
Site Support Engineer (IT Lead)
NKT
Chennai
05.2021 - Current
- Managed maintenance of IT infrastructure operations at the CHE Site.
- Developed expertise in ITIL operations and IT lifecycle activities.
- Demonstrated strong proficiency in resolving hardware and software issues in laptops, desktops, servers, and network devices.
- Spearheaded technology selection, rollout, organizational planning, contracts, and SLAs.
- Accountable for deliverables and outcomes through various functions.
- Managed IT assets ensuring efficient use of resources.
- Lead IT Helpdesk team in CHE to meet service level requirements.
- Collaborates with Head of IT to set standards and best practices for internal infrastructure management.
- Collaborates with all applicable functional areas (local and global, in the business and in IT) to implement effective IT programs that are responsive to customer needs.
- Administered daily end-user technical support and managed rollout for devices such as desktops, laptops, printers, and AV technology.
- Oversaw desktop and laptop compliance reporting.
- Coordinate regional IT budgeting and procurement. Support audit and compliance activities.
- Ensure service levels are maintained by working closely with IT Service Vendor for upgrades.
- Planned and scheduled installations, deployments, and upgrades for IT services.
- Understand the business processes and provide solutions based on priorities.
- Administered company networks by setting up accounts and regulating profile access.
- Generated detailed INC/RITM/SR/Tasks reports regularly from ServiceNow.
- Organized consistent team sessions to address user management proactively.
- Coordinate with appropriate group for escalating concerns, ensuring resolved outcomes.
Sr. IS Analyst – Tech Support
Franklin Templeton
Chennai
10.2014 - 04.2021
- Oversaw IT team supporting over 500 end users at Chennai site.
- Ensured timely and effective first-level and second-level support.
- Remains on-call during off-peak hours to respond to support service issues.
- Collaborated with global vendors and IT teams for seamless solution delivery.
- Led initiatives to boost operational efficiencies and scalability.
- Ensured alignment of delivered services with project requirements by working closely with stakeholders.
- Independently rolled out global IT projects.
- Provides staff support for administrative tasks and projects relative to Desktop, Wide Area Network, Local Area Network, and other IT functions.
- Ensured troubleshooting efforts were persistent for recurring issues.
- Ensured that daily, weekly, and monthly reports to meet needs of the department.
- Managed procurement of IT assets, including purchase orders and vendor relationships.
- Ensured compliance with IT inventory requirements for yearly audits.
- Maintained functionality of diverse mobile operating systems for optimal performance.
Designation – Specialist
HCL COMNET LTD
Chennai
03.2010 - 10.2014
- Team Lead for 8 members, providing excellent day-to-day support of a desktop environment for around 1200 users and more than 1000 systems.
- Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining and upgrading all PC/Laptops hardware, software and equipment to ensure optimal workstation performance.
- First and second line desktop support for End Users (software, hardware and networks) Troubleshooting, administration and support at all levels.
- Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
- Assist with the installation, configuration, and ongoing usability of desktop, laptops, peripheral equipment and software within established standards and guidelines.
- Monitored and delivered Service Level Agreements (SLA’s or KPI's).
- Actively participated in rollout of Windows Seven OS, Office 2010 and other software packages to all desktops and laptops.
- Documented procedures to be followed by all global support teams.
- Identified computer-training needs in liaison with the appropriate training staff.
- Mentor to new support staff and my team members, also train existing staff on new quality procedures.
- Installation of latest Service Packs, Patches, Hotfixes for security bugs and relevant platform specific packages.
- Anti-Virus installation, configuration, troubleshooting and Eradication of viruses using SEP, McAfee, EPO, Norton 365, Bit defender.
- Active Directory user’s management, Performance Management, Disk space issues for end users.
Designation – Technical Support Engineer
REDINGTON India Ltd
Chennai
06.2009 - 03.2010
- Technical Level 2 support on troubleshooting and diagnosing hardware and software problems, including desktop, laptop, LAN, and remote systems, through CITRIX developed GoToAssist tool.
- Expertly installed, configured, monitored and troubleshot Pc’s and related hardware on all XP, Vista.
- Configuring and troubleshooting desktops, laptops.
- Handle and troubleshoot operating system installations, software installations such as MS Office, PC Anywhere, and Anti-virus (McAfee/ Symantec) and other software.
- Configuring and troubleshooting Microsoft Outlook and Outlook express issues.
- Remote administration of servers and systems for any problem across REDINGTON offices related to Windows operating system.
- Remote Administration using terminal service, Team Viewer.
Designation – Associate Engineer
Accel Frontline Ltd
Chennai
01.2008 - 06.2009
- Deputed Site - Alcatel Lucent Responsibilities and Nature of Job:.
- Experience in Service Management Tool - HP Open View Service Desk.
- Performed desktop support to over 500 employees in person and by telephone.
- Experience in Handling Critical User’s calls in Service Desk and classification of tickets.
- Installation, Configuration and Troubleshooting of Windows XP Professional, Vista and 2003 Server.
- Configuration and troubleshooting of Email Clients like MS Outlook 2003, Outlook Express.
- Monitoring deployment, Updates of Antivirus, Software’s and Patch Installation on all desktops and laptops.
Education
B. Tech (Bachelor of Technology) - Computer Science
M.G.R Educational & Research Institute
ChennaiSkills
- Windows OS, MAC OS, O365
- IT Infrastructure Operations, IT Management, Set-Up, Services & End User Support
- MDM – Intune, AirWatch, JAMF, Google Suite
- AV Technologies – Teams, Cisco, Poly, Zoom, WebEx
- Vendor & Asset Management, IT Procurement, Monitoring & Reporting
- Azure Auto-Pilot Deployments, AD, SCCM, ServiceNow, SFDC, MDM, DLP
- Agile Methodology
- Training development
Accomplishments
- Received recognition award for Successful AV Setup in New Office
Timeline
Site Support Engineer (IT Lead)
NKT
05.2021 - Current
Sr. IS Analyst – Tech Support
Franklin Templeton
10.2014 - 04.2021
Designation – Specialist
HCL COMNET LTD
03.2010 - 10.2014
Designation – Technical Support Engineer
REDINGTON India Ltd
06.2009 - 03.2010
Designation – Associate Engineer
Accel Frontline Ltd
01.2008 - 06.2009
B. Tech (Bachelor of Technology) - Computer Science
M.G.R Educational & Research Institute
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