Muralidharan Prabhakaran

Tier 2 Global IT Support & Incident Management

• Delivered Tier 2 global IT support across Corporate Network, AV, and Print services for 5,000+ employees, resolving complex escalations beyond Tier 1 scope with 95% first-contact resolution rate

• Led high-severity incident response and crisis management, coordinating cross-functional partner teams to perform deep-dive analysis, identify root causes, and implement preventive measures that reduced recurring incidents by 40%

• Partnered with infrastructure teams on global technology upgrade projects across 6 regions, ensuring zero-downtime deployments and seamless service transitions for critical business operations

• Designed and delivered comprehensive training programs for 25+ Tier 1 engineers, improving technical proficiency and reducing Tier 2 escalations by 30% within six months

• Championed operational excellence initiatives by documenting 50+ lessons learned, standardizing troubleshooting procedures, and establishing knowledge-sharing forums that improved team efficiency by 25%

Change Management & Infrastructure Projects

• Served as primary technical contact for infrastructure setup during two greenfield site buildouts, coordinating network architecture, hardware deployment, AV systems installation, and IT service activation to ensure operational readiness on launch day

• Served on the Global Change Advisory Board, conducting weekly open office hours, performing quality assurance reviews of 200+ change management activities, and standardizing change templates across Asia Pacific region to ensure 99.5% compliance with operational standards

• Executed multiple Life Cycle Replacement projects for networking equipment across Mumbai and Pune, managing hardware refresh for 150+ devices while maintaining zero service disruption during business hours

• Provided critical technical support for UnFabric Migration initiatives across four major Indian sites (Mumbai, Pune, Bangalore, Hyderabad), coordinating hardware preparation and deployment support that enabled 100% on-time completion within scheduled maintenance windows

• Led CMDP Server deployment program across 19 APAC sites on Cisco UCS M5 platform, managing end-to-end implementation timeline and collaborating with engineering teams to complete migration 2 weeks ahead of schedule, facilitating decommissioning of 50+ end-of-life HP servers

• Identified and decommissioned 8 unused lab circuits in Mumbai corporate office through comprehensive infrastructure audit, delivering $1,200 in annual cost savings and demonstrating commitment to resource optimization

• Developed "Alfred" automation script using Python to monitor real-time progress of scheduled change management activities, preventing SLA breaches and reducing manual monitoring effort by 15 hours per week

• Conducted comprehensive quality review of 29 change management activities within Operational Excellence Project Luno, identifying process gaps and implementing improvements that increased change success rate from 92% to 98%

• Authored 15+ Correction of Errors (COE) documents following Amazon's post-incident analysis framework, establishing best practices that reduced similar incident recurrence by 35%

IT Logistics, Automation & Operations

• Led IT Logistics Program across India, managing end-to-end coordination with regional teams and vendors to deliver 2,000+ IT assets to multiple locations across six regions, achieving 98% on-time delivery rate and reducing shipping delays by 60%

• Developed Python automation scripts to extract data from 500+ tickets weekly and auto-update tracking information, eliminating 20 hours of manual processing per week and improving data accuracy from 85% to 99%

• Managed 50+ high-severity incidents annually and executed critical change management activities to maintain 99.9% IT service availability, collaborating with global teams and external vendors to resolve complex technical issues within SLA targets

• Engineered automated health monitoring script for 75+ AV conference rooms across Delhi, Mumbai, and Pune, generating daily diagnostic reports and sending proactive alerts via Slack, reducing AV-related support tickets by 45%

• Delivered hands-on IT support for 3,000+ internal employees globally and onsite, managing hardware inventory lifecycle, troubleshooting IT infrastructure (wired/wireless networks, servers, endpoints), and resolving OS-level issues with average resolution time of 2 hours

• Authored and published 40+ knowledge base articles documenting standard operating procedures, troubleshooting guides, and technical solutions, increasing self-service resolution rate by 35% and reducing repetitive support requests by 1,200 tickets annually

· Developed systems for delivering security patches to offline Windows and Linux machines in the field.

· Installed, configured, and maintained Linux and Windows systems, including RHEL servers and desktops, using PXE boot, RPM, and YUM for package management. Managed user permissions, ownerships, and VNC access configurations.

· Reduced manual workload by implementing solutions like automated testing workflows. Debugged test suites to align with updated web application versions within tight deadlines.

· Resolved system and application issues to ensure uninterrupted functionality for developers and clients.

Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Implemented proactive maintenance plans for desktop systems to prevent potential problems and extend equipment life.
• Developed and implemented preventive maintenance procedures.
• Troubleshot potential problems and eliminated before issues escalated or cascaded.
• Returned defective equipment to maintenance inventory, documented.
• Repairs, and maintain and restock parts inventory to maintain spare parts.
Monitored systems, networks, and sent assessment reports to senior
management.
• Providing support through remote assistance

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Manage shared folder and devices.
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Mail client's configuration backup & Troubleshooting.
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Data backup for all users
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Printer configuration and troubleshooting
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Software installation and troubleshooting
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Antivirus installation and patch updates
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Assisting customers through calling & Providing support through remote assistance