Photography
Meena P
Senior Technical Support Engineer
Arumbakkam, Chennai
Summary
Having 7+ Years of experience in System Administrator and worked in different set of system environments like Citrix, Xendesktop,Dcloud, WS1, MDM, MIM, GSAM printer management etc.
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues.
Elicits aid from vendors, colleagues and other external sources to improve ticket responses.
Combines personal expertise with diverse professional relationships to support maximum support quality.
Tech-Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments.
Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures.
Skilled in identifying and resolving complex technical problems.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Technical Support Engineer
Incedo Technology Solutions
Chennai
10.2022 - Current
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware and granted system permissions to new employees.
- Developed and wrote recommendations for departmental policies, procedures, technical standards and guidelines.
- Protected forensic value of data and established monitoring and incident reporting and response procedures.
- Used Service now portal to handled tickets
- Manage the interaction using Agent workspace dashboard.
- Hands-on experience with operation, networking, software installation, deployment,maintainence and renewal.
- Handled Printer configuration and maintainence and installation.
- Having experience in ERP, differenet types of VPN like, Pulse secure, IVPN Tunnetl, Forticlient, Fortigate, Citrix, Dcloud, Workspace one application tool installation and maintainence.
- Handled Retail store and Call centre agent issue whenever the business requirements needed.
- Maintained company servers, computers, printers, cables and other equipment.
Senior Technical Associate
Teamware Solution
Chennai
06.2022 - 09.2023
- Created consistent structural input format to maintain site continuity by authoring and implementing best-practices for designers and content providers.
- Tested and debugged site updates and prevented functional flaws from impacting public visitors.
- Developed optimal full-stack content for sites during code review meetings.
- Performed network security design and integration duties.
- Monitored networks and network devices to resolve technical problems quickly.
- Diagnosed and resolved hardware and software issues.
- Handled major Outages over on and off calls during the business requirement.
- Implemented Separate Dashboard idea to keep all the team data using Tableau tool.
- Identified and resolved network congestion issues and bottlenecks.
- Maximized system availability through development and testing of contingency plans.
Associate
ManpowerGroup Services India Pvt
01.2021 - 06.2022
- Managed customer relations through communication and helpful interactions.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Greeted customers and offered assistance for increased customer satisfaction.
- Worked varied hours to meet seasonal and business needs.
- Proven experience as a System Administrator, Network Administrator or similar role.
- Familiarity with various operating systems and platforms
- Replacing and upgrading defective or outdated components when necessary.
- Documenting any processes which employees need to follow in order to successfully work within our computing system .
- Implemented workhub tool launch with the help of senior people to track the login hours for employees to avoid the manual calculation.
Senior Associate Engineer
Samsung Research Institute
Bangalore
04.2016 - 12.2020
- Conducted research to test and analyze feasibility, design, operation and performance of equipment, components, and systems.
- Read and interpreted blueprints, technical drawings, schematics, and computer-generated reports.
- Routed and integrated technical and electrical components for projects.
- Participated in formal internal design reviews of proposed products and components.
- Delivered Tier-3 support and SME input to internal and external customers.
- Gathered trend data from customer calls and interactions.
- Performed root cause analysis of reported issues to enact corrections.
- Build an internal wiki with technical documentation, manuals and IT policies
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Troubleshoot issues and outages
- Hands-on experience with GSAM tools
- Worked in different set of dashboard like JIRA, Jenkins, Confluence, Grafana etc.
- Supported users in setup and configuration of wireless bridge networks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
Education
Diploma - Information Technology
Nettur Technical Training Foundation
Higher Secondary
Vellore 06.2012 - 05.2013
Matriculation -
Saraswathi Vidhyalaya Matriculation Hr.secondary School
06.2010 - 05.2011
Bachelor of Science - Computer Science
Annamalai University
Chidambaram 06.2014 - 06.2018
Skills
Problem Solving
Independent user Proficient userRoot cause analysis
Hardware and software monitoring
PPE Compliance
Problem-Solving
Maintenance and Repair
Interpersonal Communication
Implementing security measures
Google Workspace
Database development
Technical Analysis
Microsoft Exchange
Firewalls, VPNs and security products
Cloud services
Project planning
HTML and XML
VBScript
Agile
Virtualization
Python
WebLogic Oracle
Additional Information
- Reading books Playing Shuttle Listeningtomusic PlayingVideoGames Responsibilities Handled: Install and configure software and hardware Manage network servers and technology tools Set up accounts and workstations Monitor performance and maintain systems according to requirements Troubleshoot issues and outages Ensure security through access controls, backups and firewalls Upgrade systems with new releases and models.
Interests
Travel
Reading
Listening Music
Art
Timeline
Technical Support Engineer
Incedo Technology Solutions
10.2022 - Current
Senior Technical Associate
Teamware Solution
06.2022 - 09.2023
Associate
ManpowerGroup Services India Pvt
01.2021 - 06.2022
Senior Associate Engineer
Samsung Research Institute
04.2016 - 12.2020
Bachelor of Science - Computer Science
Annamalai University
06.2014 - 06.2018
Higher Secondary
06.2012 - 05.2013
Matriculation -
Saraswathi Vidhyalaya Matriculation Hr.secondary School
06.2010 - 05.2011
Diploma - Information Technology
Nettur Technical Training Foundation