Prabhakaran Muthukrishnan

Core Competencies

Team Support & Operations Management

• Supported the Service Desk Manager by handling day-to-day team escalations, guiding analysts through complex query resolutions to proactively mitigate client issues.
• Conducted rigorous daily and weekly audits of team tickets to ensure strict adherence to quality standards and operational compliance.
• Led comprehensive Knowledge Transfer (KT) sessions to onboard new hires and provided targeted, continuous coaching for team members on Performance Improvement Plans (PIP).
• Represented the team in daily client communications and Agile scrum meetings, delivering operational updates and performance metrics to Senior Management.

Vendor Transition & Implementation (Mindtree to Hexaware)

• Played a pivotal role in the seamless transition of The Carlyle Group’s Service Desk operations from the incumbent vendor (Mindtree) to Hexaware.
• Attended critical client syncs, absorbed technical KTs, and thoroughly documented Minutes of Meeting (MOMs) to prevent loss of operational knowledge.
• Authored, structured, and maintained comprehensive runbooks to standardize standard operating procedures (SOPs) for the incoming team.

Technical Support & Escalation Handling

• Provided vital Level 1 support for global enterprise users, consistently resolving high-priority platform ownership updates and urgent technical requests within strict response and resolution SLAs.
• Collaborated directly with Tier 2/3 Support Engineers to drive swift resolution for urgent technical escalations and minimize downtime for key stakeholders.
• IT Service Management: Vendor Transition, Escalation Handling, Quality Auditing, Runbook Creation, Incident Management.
• Technical Skills: Enterprise System Administration, Enterprise Platform Support, Access Management, Troubleshooting.
• Leadership & Communication: Mentorship & Coaching, Cross-functional Collaboration, Operational Reporting, Agile/Scrum Participation.

Work role is same as Micro Academy

• Handling all password related issues in Windows and mainframe applications.
• Responded Installation and uninstallation of software based on project requirement
• Assisted in outlook mailbox configuration OST related issues and also messaging software issues.
• Assisted in mobile device configuration for emails and troubleshooting as well.
• Troubleshooting VPN related issues for laptop users and virtual desktop related issues.
• Responded Handling issues related to virtual desktop by assisting in Citrix director an hyper V scvmm based on regions
• Classify tickets in Servicenow tool and assign it to concern team
• Handling RSA soft token configuration and troubleshooting issues.
• Working with Intune / BYOD setup
• Using SCCM to deploy / assign software to the devices
• Troubleshooting M365 application
• Assigning Azure related policy to the user device
• Working on Mainframes to provide access to the users
• Troubleshooting network related issues on always on VPNS
• Client- BNY Mellon

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Processed over 125 support requests weekly for technical assistance on wide range of issues related to Parallels Desktop.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Devised solutions to operations issues related to macOS and Parallels Desktop, working closely via phone, email, live chat and remote session.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

• Configured hardware, devices and software to set up work stations for employees.
• Maintained and monitored server room, wireless network and other server infrastructure, keeping systems running effectively and efficiently.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Patched software and installed new versions to eliminate security problems and protect data.
• Established, repaired and optimized networks by installing wiring, cabling and devices.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Managed system-wide operating system and software deployments, as well as related software upgrade problems.
• Answered and triaged requests for assistance in order to provide top-notch support.
• Utilized pipe and filter model to find bottlenecks and enable measurement of system resource usage and process behavior at boundary limits of all operations.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.