NEIL FERNANDEZ
Coimbatore
Summary
Experienced IT and Technical Support Professional with 10 years of expertise in delivering enterprise IT infrastructure, security surveillance, video conferencing, AV solutions, and end-user support services. Skilled in IT Service Management (ITSM), incident handling, troubleshooting, and customer support, with strong knowledge of Windows environments, network connectivity, hardware/software support, and Microsoft Office 365 applications including Outlook, Teams, OneDrive, and SharePoint. Proven expertise in Video Analytics, Video Management Systems (VMS), High Availability Unified Integration Platforms, and Meeting Room Solutions, including configuration of advanced analytics such as face recognition, intrusion detection, and perimeter protection. Adept at managing service requests, ticketing systems, account provisioning, and access management while ensuring timely issue resolution and escalation management. Strong ability to collaborate with vendors, system integrators, cross-functional teams, and client stakeholders to deliver reliable, compliant, and operationally efficient solutions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Specialist
Bosch Global Software Technologies
Coimbatore, India
01.2023 - Current
- Led IT support operations for enterprise users by managing complex incidents, service requests, and technical escalations across hardware, software, network, and collaboration platforms.
- Provided advanced troubleshooting and resolution for Windows OS, Office 365 applications, Active Directory, VPN connectivity, printers, and enterprise communication tools, ensuring minimal business disruption.
- Administered and supported Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, Exchange Online, and user access management in hybrid enterprise environments.
- Managed ITSM processes aligned with ITIL best practices, including Incident Management, Problem Management, Change Management, and Service Request fulfillment using ServiceNow, BMC remedy and Jira Service Management.
- Conducted comprehensive site surveys to assess infrastructure, coverage needs, and feasibility for CCTV installations across various environments.
- Designed and implemented end-to-end CCTV surveillance systems, including camera placements, field-of-view analysis, and VMS/NVR integration.
- Led implementation, configuration, and integration of Video Analytics Solutions, Video Management Systems (Bosch VMS, Dahua DSS, iVMS, Milestone), and Unified Integration Platforms (UIP) in critical infrastructure environments.
- Configured and optimized advanced video analytics use cases, including Face Recognition, Intrusion Detection, Perimeter Protection, LPR, and behavior-based analytics.
- Executed API/SDK-based integrations with Access Control Systems (ACS), and other operational subsystems.
- Ensured system compliance with High Availability (HA), Disaster Recovery (DR), redundancy and failover mechanisms.
- Performed server deployments, Windows configuration and system performance optimization in critical-infrastructure environments.
- Coordinated with infrastructure teams, external vendors, and business stakeholders to resolve high-priority incidents and support enterprise IT initiatives.
- Developed and maintained accurate technical documentation, including SOWs, network diagrams, configuration guides, and training materials.
- Coordinated with vendors, OEMs, system integrators, and hardware/software suppliers to ensure timely delivery, installation, and commissioning of project components.
- Delivered technical troubleshooting, root-cause analysis, and on-site support to resolve escalations with minimal downtime.
- Designed, deployed, and maintained multimedia systems including AV hardware, video conferencing platforms (Zoom, MS Teams), and digital signage solutions.
- Monitored multimedia system performance, diagnosing and resolving networking, playback, and AV delivery issues in real time.
- Automated workflows and enhanced integration using scripting languages (PowerShell, Python) for multimedia system management.
- Ensured adherence to IT security standards, GDPR, and data protection regulations for all multimedia solutions.
- Managed user lifecycle activities including onboarding, offboarding, access provisioning, mailbox management, software deployment, and endpoint configuration in compliance with security policies.
- Supported enterprise collaboration and meeting room technologies including Microsoft Teams Rooms, video conferencing systems, AV solutions, and unified communication platforms.
- Collaborated with cross-functional teams to implement automation, process enhancements, and service improvement initiatives that increased operational efficiency and user satisfaction.
Senior Video Specialist
Wavelabs Technologies
Hyderabad
06.2021 - 12.2022
- Delivered technical support for end-user systems, applications, and enterprise IT services by resolving incidents related to desktops, laptops, Office 365, network connectivity, and peripheral devices.
- Handled daily service desk operations by monitoring, prioritizing, and resolving tickets within defined SLA timelines using ITSM platforms such as ServiceNow and Jira Service Management.
- Supported Microsoft 365 collaboration tools including Outlook, Teams, SharePoint, and OneDrive by assisting users with configuration, synchronization, access, and performance-related issues.
- Performed installation, configuration, and maintenance of Windows operating systems, software applications, printers, and endpoint devices across enterprise environments.
- Coordinated with infrastructure, networking, and application support teams for escalation handling and follow-up of unresolved technical issues.
- Conducted troubleshooting for LAN/WAN connectivity, VPN access, remote desktop services, and Wi-Fi related issues to maintain uninterrupted user productivity.
- Supported IT asset management activities including inventory tracking, device allocation, software installation, and hardware replacement processes.
- Monitored recurring incidents and contributed to continuous service improvement initiatives by identifying trends and recommending preventive solutions.
- Executed deployment and operationalization of video analytics platforms, enterprise VMS, and Unified Security Integration Systems across large-scale infrastructure projects.
- Hands on experience with Video Management Systems of Milestone, Dahua & Hikvision. Unified Platforms such as Verkada & Genetec Security Centre.
- Designed and implemented analytics workflows, configuring modules for face detection, object tracking, intrusion zones, crowd density analysis, perimeter monitoring, and automated alerting.
- Integrated multiple security subsystems-CCTV, ACS, LPR, emergency response solutions - using REST APIs, SOAP APIs, SDKs.
- Performed system architecture validation, network configuration, server provisioning, and high-availability cluster setup to ensure continuous uptime and rapid failover.
- Conducted detailed FAT, SAT, and UAT cycles, validating system performance, analytical accuracy, and operational readiness; documented findings and corrective actions.
- Assisted in the deployment and configuration of AV systems, video conferencing platforms (Zoom, Skype, Webex, Pexip), and digital signage solutions.
- Installed, tested, and maintained professional audio/video equipment including projectors, displays, microphones, mixing consoles, cameras, and DMX lighting fixtures.
- Assisted in system integration with IT infrastructure, including servers, storage, and enterprise networks (TCP/IP, VLANs, QoS).
- Documented technical procedures, workflows, and system configurations to standardize support practices and knowledge sharing.
- Managed coordination between OEM vendors, technology partners, system integrators, and onsite contractors to streamline installation, commissioning, and issue resolution.
Senior Systems Engineer
Cognizant Technology Solutions
Coimbatore
07.2016 - 05.2021
- Provided L1/L2 technical support for end-users by troubleshooting hardware, software, network connectivity, and Windows OS related issues in a fast-paced enterprise environment.
- Managed incident, service request, and problem tickets using ITSM tools such as ServiceNow, Freshworks, and Jira Service Management, ensuring adherence to SLA timelines and ITIL best practices.
- Supported Microsoft Office 365 applications including Outlook, Skype for Business, Yammer by resolving user access, synchronization, configuration, and collaboration issues.
- Diagnosed and resolved printer, VPN, remote connectivity, and desktop/laptop related issues through remote support and onsite troubleshooting.
- Delivered high-quality customer service and technical assistance to global and VIP end-users, ensuring strong user satisfaction and effective communication.
- Assisted in the deployment, configuration, and operational support of video analytics systems, enterprise VMS solutions, and unified security integration platforms within critical-infrastructure environments.
- Supported integration efforts across multiple subsystems-CCTV networks, Access Control, LPR systems, and Command & Control applications-using API endpoints and SDK toolkits.
- Conducted test procedures such as system verification, functional testing, UAT preparation, and supported FAT/SAT execution with client stakeholders and integrators.
- Assisted in maintaining technical documents, including network diagrams, configuration logs, change management records, and knowledge base materials.
- Monitored system performance, performed log analysis, and provided level-2/level-3 support for video analytics accuracy, VMS stability, and integration-related incidents.
- Participated in project planning tasks such as site surveys, requirement gathering, risk identification, and preparation of implementation schedules.
- Implemented and supported enterprise multimedia solutions, including AV systems, video conferencing platforms, streaming services, and digital signage networks.
- Installed, calibrated, and operated professional audio and video equipment such as microphone arrays, mixing consoles, cameras, projection systems, and DMX lighting.
- Applied networking protocols (TCP/IP, VLAN, multicast, QoS) to ensure reliable and secure media distribution.
- Authored and updated technical documentation, configuration guides, and SOPs for system management.
Content Analyst
Ugam Solutions
Coimbatore
12.2015 - 06.2016
- Carefully monitored market trends to ascertain best pricing for company's products.
- Quoting an appropriate price for products in comparison with other competitor vendors.
- Worked for Walmart.com, Home Depot, Ebay, Etsy.
Education
Bachelors - Mechanical Engineering
Anna University
Coimbatore, India01-2015
Skills
- Audio Visual System Design & Integration
- Video Analytics Face Recognition
- Intrusion Detection
- Crowd Detection
- Perimeter Protection
- Object Tracking
- Genetec Security Center
- Milestone Dahua DSS
- Bosch Security Hikvision CCTV
- AnyVision Eagle Eye Networks
- API/ SDK-based Integrations
- Server Deployment & Configuration
- Storage Systems – NAS/SAN
- FAT
- SAT
- UAT
- Stakeholder Coordination
- Network Video Recorder
- Unified Communications
- Video Management Systems
Certification
- Avixa CTS
- Microsoft Certification - Deploying Enterprise Voice with Skype for Business (2015)
- Cisco CCNA - Collaboration
- MS-700 Microsoft Teams
- MS-900: Microsoft 365 Fundamentals
- ITIL Foundation Certified (V4 certification)
- Bosch Security
Awards
- Best associate of the year award, 2017, In terms of 'Excellence in Performance'
- Gained Customer Champion award
- 2019
- 2020
- 2021
- Best associate of the quarter, 2024, For Operations Handling
Timeline
Technical Specialist
Bosch Global Software Technologies
01.2023 - Current
Senior Video Specialist
Wavelabs Technologies
06.2021 - 12.2022
Senior Systems Engineer
Cognizant Technology Solutions
07.2016 - 05.2021
Content Analyst
Ugam Solutions
12.2015 - 06.2016
Bachelors - Mechanical Engineering
Anna University