Prabhakaran S
IT Professional
Chennai
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Infra IT Lead
ISC Global Solutions
12.2023 - Current
- Managing a team of [8] employees, fostering a positive and productive work environment.
- Set performance goals, monitored progress, and provided coaching and feedback to enhance team output.
- Streamlined workflows and implemented best practices, increasing efficiency by [X]%.
- Collaborated with cross-functional teams and senior management to align team objectives with business goals.
- Resolved conflicts and challenges, ensuring seamless team operations and maintaining morale.
- Conducted training and development programs to upskill team members.
- Spearheaded new initiatives that led to improved productivity and cost savings.
- Configuring Antivirus web policy and assigning to user based on the department.
- Policy creation in Antivirus update and full Scan.
- Monitoring space and performance of production server.
- Maintaining Licenses buying and renew details of remote access application.
- Maintaining Seats count for remote access application.
- Installing required product application based on the Purchase order of the client.
- Setting up and Maintaining of IIS (Creating Domain, Virtual Directories, and
- Enabling SSl) & doing required installations and modifications for development related requirements.
- Installing and Maintenance of AWS server and Active directory.
- Working as per Server settings for PCI and SSL related tasks.
- Maintaining Windows Update on Development, Testing/Staging and Production servers.
- Performing Database administration activities (Taking Backup, Restoring, creating
- logins, users, roles, and assigning permissions).
- Creating SQL DB user login and DB access.
- Working on DB connectivity issue.
- Taking Scheduled backup and backup recovery on client servers.
- Worked on file sharing servers and cloud file sharing.
- Basic configuration like mail and software configuration for end users.
- Manage Microsoft O365 Admin center.
Remote Desktop Specialist L2 support
HCL
11.2020 - Current
- I will be handling calls, chats and emails which are transferred from L1 agents
- Troubleshoot Avaya related issues
- We will be handling MS office application related issues
- We will remote into client’s device either using Bomgar or MSRA for troubleshooting internal application issues or help the clients to install their requested applications
- I will be monitoring the queues and assigning the tickets to the agents
- I will be assigning escalation emails to the agents
Service Desk & Service Management Specialist
TCS
10.2018 - 10.2020
- As a Service Desk agent, I will be the first point of contact for the clients
- I resolve our scope of issues and try to resolve the issues which are beyond Level 1 scope and escalate unresolved issues to the specialized Support teams
- Monitor the queued tickets on daily basis and assign the tickets to the team
- ServiceNow is the tool which we use to create tickets and, we will be prioritizing the tickets based on which issue the user is reporting
- Active Directory is another tool which we use to pull the client's information, Providing or Revoking the access by editing the security groups, Creating or Disabling LAN accounts as per user's request
- Create mailbox and provide access to the requested mailboxes and update the user details in Azure portal
- We will take remote and install the requested applications for the users using Bomgar
- Installing the requested applications in clients iPads and iPods using Airwatch.
- Identify, manage, and facilitate high severity incidents and associated activities required to perform, monitor, and report on the incident.
- Initiate and oversee the incident management process end to end and team members involved in resolving the incident.
- Lead technical bridge calls and key point of contact for high severity incidents.
- Responsible for communicating with the Incident process owner, senior management and executive management of major incident outages impacting business and critical operations to ensure appropriate awareness, engagement, and focus.
- Associate Incidents with other records (i.e., Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
- Coordinate technical teams in service restoration of high severity incidents.
- Authorize deployment and rollout plan resulting from system changes and post incident lifecycle report and creating/presenting end user training.
- Initiate problem record for identifying the root cause of the incident.
- Work with Service Delivery Managers and incident management team to ensure governance through the lifecycle of actions and response to an incident. Ensure governance and protocols such as how to handle cybersecurity threats or server failures are diligently followed.
- Develop, communicate, and measure compliance with organizational policies and standards for incident management and problem change management
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable as required to ensure its effectiveness.
- Implement long term strategies to expand and improve Incident Management.
- Monitor incidents to ensure that the Service Level Agreement are respected, including the closure of all resolved and end-user confirmed Incident records.
- Facilitate Business Impact Analysis and Root Cause Analysis meetings for major incident outages to identify corrective action to minimize or prevent further occurrences.
- Ensure an empowered and open working environment within the team. Trained and mentored major incident managers
Senior Technical Support
Sitel
10.2017 - 10.2018
- Experienced Technical Support Engineer with a proven track record of providing exceptional customer assistance and troubleshooting expertise for AVG Anti-Virus software
- Proficient in resolving technical issues, guiding customers through software installation, and ensuring optimal user experiences
- Assisted customers with technical issues related to AVG Anti-Virus software through various communication channels, including phone, chat, and email
- Provided step-by-step guidance to customers on software installation, configuration, and setup, ensuring smooth user experiences
- Diagnosed and resolved software-related problems by employing advanced troubleshooting techniques, effectively minimizing downtime, and enhancing customer satisfaction
- Collaborated closely with the development and QA teams to identify and report software bugs, contributing to the improvement of product quality
- Maintained accurate and detailed records of customer interactions, issues, and solutions in the company's CRM system
- Demonstrated excellent communication skills, conveying technical information in a clear and understandable manner to both technical and non-technical customers
- Received consistently positive feedback from customers for my patient and empathetic approach to problem-solving
Senior Process Associate
HCL
05.2016 - 10.2017
- Dealing with customer on mobile related queries through email using GAD (Genesys Desktop)
- Resolving mobile network issues by liaising with the technical team
- Sending Proof of Purchase, copy of Invoice, Proof of Blacklisting, unlocking devices for the users and provide them codes
- Providing information to the customers about their account, plans and contract details
- Initiating refunds for the customers
Education
X -
KOLA SARASWATI VAISHNAV SENIOR SECONDARY SCHOOL
01.2009 - 01.2011
XII - undefined
KOLA SARASWATI VAISHNAV SENIOR SECONDARY SCHOOL
01.2011 - 01.2014
Bachelor of Commerce - undefined
DG VAISHNAV COLLEGE
Skills
Friendly, positive attitude
Disclaimer
I hereby declare that all the details provided above are true to the best of my knowledge.
Personal Information
Date of Birth: 06/23/94
Timeline
Infra IT Lead
ISC Global Solutions
12.2023 - Current
Remote Desktop Specialist L2 support
HCL
11.2020 - Current
Service Desk & Service Management Specialist
TCS
10.2018 - 10.2020
Senior Technical Support
Sitel
10.2017 - 10.2018
Senior Process Associate
HCL
05.2016 - 10.2017
XII - undefined
KOLA SARASWATI VAISHNAV SENIOR SECONDARY SCHOOL
01.2011 - 01.2014
X -
KOLA SARASWATI VAISHNAV SENIOR SECONDARY SCHOOL
01.2009 - 01.2011
Bachelor of Commerce - undefined
DG VAISHNAV COLLEGE
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