Marimuthu J
Bengaluru
Summary
Insightful Senior Technical Support Specialist with vast proficiencies. Committed to providing professional technical support to users experiencing technical hardware and software problems. Successful troubleshooting devices, assisting with system updates and supporting and configuring connectivity.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Technical Support Specialist
Intuit(Under Pacer payroll)
Bengaluru
12.2017 - Current
- Providing front-end contact for internal employees including senior executives regarding IT issues and queries via phone, email, chat and in-person. Responsible for quickly restoring users to perform normal functions on users Laptop, applications, IT Tools.
- Providing users with routine information on system updates, errors and features and proactively provides advice to prevent service incidents.
- Set up the PCs and applications for new hires to provide a best-in-class experience on their first day, including IT orientation.
- Providing Mac & windows environment support for all the Laptops and Mobiles.
- Provided end-to-end resolutions for incidents, requests, and problems, ensuring seamless operations & user satisfaction
- Collaborated with cross-functional teams to guarantee that IT infrastructure met the dynamic business requirements and operational needs.
- The ability to take on small projects from start to finish.
- Look for ways to automate the operations tasks handled during day-to-day work and brainstorm with leads for implementation.
- Support/Manage small and mid sized AV Events.
- Document various innovative ideas, operational process documents, new processes, and procedures (SOP documents, Setup documents, Runbooks.
- Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively.
- Clear and professional verbal and written communication to customers and management
- . Effective customer service skills: Consistently meets expectations for both speed and quality of results in identifying and fulfilling customer requests, complaints and issues.
- Proactively solves customer problems by facilitating self-help articles, involving SMEs, or connecting with multiple teams.
- Provide advanced level support to end users on workforce, business applications and collaboration tools such as MS office, Zoom, Slack, backup, office 365, Google Workspace, MDM Solution, Cloud PC, IT Asset Management etc
- Managed vendor relationships effectively, optimizing service delivery and ensuring cost-efficiency.
- Proficient in ITIL best practices and adept at working on procurement processes for technical & service-related inquiries
Techincal Service Desk Engineer
Allied Worldwide Business Solution Private Limited
Bengaluru
02.2015 - 12.2017
- Maintain daily operations for Windows server infrastructure and components.
- Server Installation (VMs & Physical) and troubleshooting issues which includes Server 2008, R2, 2012.
- Worked on Office365 Exchange Admin Centre, Active directory & Active directory plus tool to create, delete, manage and modify user’s accounts, groups and DLs.
- Creating user accounts, bat file and assign desired license through Office365.
- Managing all types of network drives issue.
- Supporting on all Office365 related issue.
- Full support on Windows & MAC OS.
- Maintaining user machine through Sophos Admin web console.
- Configuring & troubleshooting all types of Printers.
- Maintaining email exchange policy through Mimecast admin console.
- Maintaining server failure and backups through Whatsup Gold.
- Active Directory Services- Managing Users & Other resource objects.
- AD,DNS & DHCP Management
- Resolving IP related issues.
- Create group/user accounts and assign NTFS and Share permissions
- Monitoring System status and maintenance.
- Supporting data backup and data recovery
- Installing Software’s and Solving Application issues
- Monitor antivirus status and patching with latest updates.
- Daily Reports and Monthly Call Analysis Report Communication to the Management Team
- Handling Escalations and providing solutions
- Continuously monitoring the upcoming technologies in the industry and updating technical team with proper documentation.
Service Desk Engineer
Hewlett Packard Global soft PVT Ltd
Bengaluru
01.2014 - 02.2015
- Monitored the Service Desk queue for incoming requests.
- Resolved user account problems in Active Directory.
- Assisted users with login credentials resetting or password resets.
- Provided detailed reports on service desk performance metrics.
- Documented troubleshooting steps taken during incident resolution process.
- Developed procedures for installation of new equipment or reallocation of existing systems.
- Troubleshot hardware-related problems such as memory or disk errors on desktops and laptops.
- Provided technical support to customers via telephone, email and remote support.
- Investigated reported incidents and identified root causes of incidents and problems.
- Handled 18 countries global support via remote support.
- Effectively handled User interaction with ticketing tools like HPSM, ICRM & SSC.
- Solving IT Related Application issues (SAP, Microsoft office applications, Collaborating Tools like Lync 2010, LiveMeeting, Team place etc.)
Techincal Support Officer
Mphasis
Bengaluru
01.2011 - 10.2013
- Providing 2nd level support for all technical related problems via phone call and chat support.
- Configuration support on Modems & Routers & troubleshooting on all internet related issues.
- Troubleshooting Outlook 2007 & 2010 related issues.
- Troubleshooting basic network related issues.
- Configuring BlackBerry, Samsung, Ipad, Iphone, Nokia email Services to the end users.
- Daily Reports and Monthly Call Analysis Report Communication to the Management Team.
- Giving solutions to escalated calls and coordinating until issue gets resolved and interacting with Global Team.
- Handling multiple users (local and global) with 30 to 40 calls per day.
Education
Bachelor of Computer Applications - Computer And Information Sciences
IBVE University
Bengaluru04-2011
Skills
- Technical Troubleshooting
- Project Management
- Teamwork and Collaboration
- Problem-Solving
- Technical Solutions Development
- Onboarding Specialist
Languages
English
First Language
English
Proficient (C2)
C2
Tamil
Advanced (C1)
C1
kannada
Beginner (A1)
A1
Hindi
Beginner (A1)
A1
Accomplishments
- Received 5 times for best performance award from intuit organization.
- Received Best employee performer award from Mphasis.
Certification
- CCNA from IIHT
- ITIL from IIHT
- MCSA from IIHT
Timeline
Senior Technical Support Specialist
Intuit(Under Pacer payroll)
12.2017 - Current
Techincal Service Desk Engineer
Allied Worldwide Business Solution Private Limited
02.2015 - 12.2017
Service Desk Engineer
Hewlett Packard Global soft PVT Ltd
01.2014 - 02.2015
Techincal Support Officer
Mphasis
01.2011 - 10.2013
Bachelor of Computer Applications - Computer And Information Sciences
IBVE University