MANOHAR MADHIVANAN
Salem
Summary
Senior Technical Support Associate with 11+ years of total experience in the area of IT Support and System Administration - 8 years of working experience in Technical Support and 3 years of relevant experience in Linux and IT Security (Network and Firewall administration) in a fast-growing and challenging environment.
Overview
12
12
years of professional experience
Work History
Senior Technical Support Associate
Gabriels Technology Solutions
Chennai
04.2015 - Current
- Maintenance of websites and troubleshooting the client-side problems.
- Maintained up-to-date knowledge of current software and hardware products through research and testing.
- Managed proactive, strategic approach focused on ensuring customers achieve their desired outcomes using our SaaS products.
- Tracked progress of customer tickets via JIRA.
- Provided guidance on best practices for utilizing applications and software tools.
- Monitored network traffic using Webmonitor, Site 24x7, Datadog monitoring tool for potential security threats or malicious activity.
- Resolved network connectivity problems.
- Monitored system performance to ensure optimal functioning at all times.
- Resolved customer complaints promptly and efficiently.
- Conducted remote diagnostics to identify and solve technical problems.
- Work with cross-functional groups to implement new features and updates across websites.
- Update regional content of the web sites working with local marketing content providers.
Senior Technical Support Representative
Cubed Solutions Pvt Ltd
Coimbatore
08.2013 - 01.2015
- Handled daily technical support activities on desktop support, data network and server management.
- Oversee and update assigned support service requests.
- Distinguish between hardware failure and configuration errors and arrange for repair or exchange of equipment based on the test results, or suggest a solution to the configuration errors.
- Maintain accurate documentation of all actions required to resolve issues through the service ticket support database.
- Setup desktop computer peripherals and test network connections.
- Install and test desktop software applications and internet browsers.
- Train end users on usage of computer hardware and software.
- Extend computer support for systems software and hardware.
Education
BE Computer Science -
Maharaja Institute of Technology
04.2013
Diploma in Computer Science -
SSM Institute of Technology
04.2010
SSLC -
St. Mary’s Matriculation School
Skills
- Technical Support
- Data Processing - FTP, Mongo DB, SQL DB
- IT Security Management
- CCNA, Linux basics, Docker containers
- Software and OS Installation
- Hardware Configurations and upgrades
- Performance Testing
- Network and Firewall administration
- Problem-Solving
- Customer Relationship
- Product implementation and customization
- Documentation and Report Analysis
- Training and Mentoring
- Tickets Handling
Personal Information
- Date of Birth: 09/24/1992
- Nationality: Indian
- Marital Status: Single
Disclaimer
I hereby declare that all the information given above is true to my knowledge.
Timeline
Senior Technical Support Associate
Gabriels Technology Solutions
04.2015 - Current
Senior Technical Support Representative
Cubed Solutions Pvt Ltd
08.2013 - 01.2015
BE Computer Science -
Maharaja Institute of Technology
Diploma in Computer Science -
SSM Institute of Technology
SSLC -
St. Mary’s Matriculation School
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