Summary
Overview
Work History
Education
Skills
Additional Information
Work Preference
Timeline
OperationsManager

MAHESH MUNUSWAMY

Senior Engineer CIS
Chennai,Tamilnadu

Summary

Mahesh Munuswamy | LinkedIn Analytical Technical Support representative adapt at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Level -Headed and calm in stressful situation with well-developed people skills. PROFESSIONAL SUMMARY: Overall, 8 years of experience as IT Technical Support. Good experience in ticketing tools like Service now (SNOW) and JIRA Good knowledge of Windows Active Directory, IIS, and Server technologies. Good knowledge in network monitoring tools like Cisco Meraki Experience in Windows Server 2012/2016 and PowerShell commands. Managed user and computer properties on systems like SSO, MFA and AD Strong interpersonal, communication and organizational skills. Excellent Team Player with good inter-personal, analytical, communication and documentation skills.

Overview

14
14
years of professional experience

Work History

Senior Engineer

Cloud, LTIMindtree – MARS- Banfield Pet Hospital
10.2022 - Current
  • Experience in a help-desk environment, fluid in the use of help desk tools, prioritization of support calls, and effective documentation of how a call was answered/remediated, until they have solved a technical issue
  • Able to multitask in a highly complex, diverse, production environment and strong analytical problem-solving skills, also can backfill and support other team members, when needed
  • Basic network troubleshooting skills, including understanding of DNS and TCP/IP as it impacts hardware deployment, familiarity with patching network cables
  • Configuring & Troubleshooting of Hospital Network printers, scanners & Local printers
  • Supported the Internal Applications like Petware where all the medical records of the patient will be stored in this application
  • Escalating the complex or unresolved incident using Service Now (SNOW)
  • Working under PACS and RIS operations and providing support in all levels of IT Infrastructure needs
  • Providing technical support to resolve any issues with the POS software or hardware
  • Assisting in the transition to new POS systems when upgrading or switching providers
  • Working with network monitoring tools like Cisco Meraki (Switches and uplinks) and the software distribution tools such as SCCM
  • Whenever there is an update in Microsoft Windows OS will be responsible for pushing it through SCCM to all the workstations in the hospitals.

Senior Process Executive

Cognizant Technology Solutions, Veterinary Health
03.2021 - 10.2022
  • First call resolution time resetting password and unlocking account in Active Directory for hospital associates and Doctors
  • Created/Modified user account, security groups and distribution list in Active Directory
  • Created new hire IDs and email accounts in Active Directory
  • Supported the Internal Applications issue troubleshooting like Woofware
  • Shadowing RDP- (Remote Desktop Session) with PowerShell, Remote access solution implementation and support-VPN, Remote Desktop, RemoteApp
  • Good experience in remote tools like Bomgar, LogMeIn.

Associate IT Helpdesk

Dell, Sutherland Global Services
11.2016 - 12.2019
  • Installed software, modified, and repaired hardware and resolved technical issues
  • Provided base level IT support to non-technical personnel within the business
  • Managed call flow and responded to technical support needs of customers
  • Evaluated and responded to incoming sales leads and requests for technical support assistance
  • Met and exceeded company sales and productivity goals
  • Solved unresolved customer issues
  • Always Demonstrated professionalism and courtesy with customers
  • Followed up with clients to ensure optimal customer satisfaction
  • Met all customer call guidelines including service levels, handle time and productivity
  • Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores
  • (Average of 90%)
  • Installing and Activating Windows and other products of Microsoft like MS Office365
  • Handled escalations and responded day to day operational needs maintaining the SLA.

Contractor (GIS Technician)

Generic, Plan IT Solutions Ltd, Rural Payment Agency - InfoTech
07.2010 - 11.2011

Technician

GIS
  • I was responsible to digitize the land map for the RPA and update the GIS data and maintain it
  • The databases will include the satellite imagery, latitudinal and longitudinal coordinates, and manually digitized images of maps
  • Performing the GIS data maintenance and analyzing, investigating, and assisting with solving the technical problems and determining possible solutions
  • As a database server administrator, I am responsible for maintaining the database server, creating, and maintaining geo-databases, adding, and administering the database server user accounts
  • I am also responsible for QA/QC processes to ensure data integrity within an enterprise geo-database
  • Manage replicated geodatabases as well as support in-house and client.

Education

Master of Science - GIS (Geographical Information System

University of Glamorgan
June 2009

Bachelor of engineering - Civil Engineering

Anna University
2007

Skills

  • IT SKILLS
  • Basics of JAVA, MySQL, Selenium Automation web drivers
  • Micro-Certification - Application Developer User Interface Creator by Service Now
  • Operating System: MacOS, Windows 10&11
  • Packages: MS-Office, Microsoft PowerPoint
  • LAN/ WAN Technologies: Ethernet, VLAN, VPN, TCP/IP
  • Malware removal tools: Autorun
  • ESRI (ArcGIS Desktop, Arc Engine, ArcGIS Server, ArcSDE), ArcObjects

Leadership skills

Technical presentation

Management skills

Technical reporting

Performance monitoring

Training and mentoring

Additional Information

  • Experience in leading and delegating the tasks and helped the team members in achieving their goals. Build and maintain successful relationships with service providers and consumers. Achieve consistent ranking in monthly metrics including call duration, number of calls per shift and customer satisfaction ratings. Issued license codes to new and existing customers. Managed base level IT support to consumer clients. Resolved customer complaints and concerns with strong verbal and negotiations skills. Key Areas of Responsibilities Deliver IT Services Management (ITSM) solutions that focused on the people, process, and technology, and information perspectives of providing business solutions within the IT infrastructure. Maintain SLA doc for all the activities performed by the team, collect performance data, analyze, and publish and to ensure that service takes place based on the Service level agreements. Performing vulnerability assessment and educating users about safety and preventing measures from malware attack. Sound knowledge on virus, spyware, Trojan, backdoor and rootkit mechanisms.

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Timeline

Senior Engineer

Cloud, LTIMindtree – MARS- Banfield Pet Hospital
10.2022 - Current

Senior Process Executive

Cognizant Technology Solutions, Veterinary Health
03.2021 - 10.2022

Associate IT Helpdesk

Dell, Sutherland Global Services
11.2016 - 12.2019

Contractor (GIS Technician)

Generic, Plan IT Solutions Ltd, Rural Payment Agency - InfoTech
07.2010 - 11.2011

Technician

GIS

Master of Science - GIS (Geographical Information System

University of Glamorgan

Bachelor of engineering - Civil Engineering

Anna University

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