Prakash Karmegam
Chennai
Summary
Seeking a Challenging role in a competitive environment to lead, coordinate, explore and utilize the rich set of opportunities and excel in all endeavors.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Specialist
IDP Education India Pvt Ltd
11.2019 - Current
- Handling a 4 Members Team currently – Handling Lead Technical Tasks
- Incident Manager during shift hours for any priorities created Update Stake Holders, Manager, created priority, update concerned resolver Team Send Comms to Team members, Begin a Bridge call with resolver Team members if needed Send comms to Teams for every one hour, Once issue is solved, follow up with resolver Team for RCA Check Manager Mailbox regularly(Separate Shared mailbox - only Leads, associates, Managers have access) Any escalations complaints received need to be actioned, check the concerned Ticket, try to solve, Send reply to the User to ensure User is satisfied Provide Training for New Hires and updating the Stats in the Training Tracker and update the Tracker periodically to the Leads, Managers
- Handle Team members during shift hours, ensure their login time, create task roster for the Team every week, based on shift, office 365 Audit Roster Perform Office 365 License Audit based on the Roster, Post details in Group with Tickets created – Done to remove Office 365 licenses of Users who left the company Extracting Devices which are newly Azure Joined and moving them to Specific OU as per their Location, updating the same to the Team
- Good understanding of Incident, Service Request, change, problem create/modify and delete user accounts in AD, provide and modify the folder access to the users Exchange related troubleshooting, regular follow up of owned tickets, Ticket Status Check and Maintaining SLs, Creating and updating of technical documentation
Support Engineer
DXC Technology Pvt Ltd
Bangalore
12.2011 - 05.2018
- Incident management of high severity Incidents Initiate bridge calls, drive communication and teams to ensure uptime of infrastructure within service levels
- Handle client contacts and engage and work with right resource to resolve an issue and make sure that the issue is resolved and client is updated
- Send email communications to concerned teams, Service managers of the specific regions and wide users group concerned giving the details of the incident
- Ensure that the incident management process is followed and that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded Ensure quality control on Problem/Incident activities Strong working knowledge of tools such as HP Service Manager, BMC Remedy and Internal SharePoint sites
- Good understanding of Incident, Service Request, change, problem create/modify and delete user accounts in AD Provide support to Users via email and remote sessions, for any desktop application related issues and technical issues
- Raise Normal, Standard changes based on the request, assign to concerned teams, and co ordinate with Change Management Team for approval of change
- Provide and modify the folder access to the users, exchange related troubleshooting Escalating to concerned resolve teams if required, Regular follow up of owned tickets and follow up regularly for closure
- Ticket Status Check and Maintaining SLs Creating and updating of technical documentation
Education
Sethu Institute of Technology
Skills
- Service now PRD environment
- Handling Incidents, Requests, RITMs, Change Requests
- ITIL V3 concepts
- Networking concepts
- Python
- Java programming
- BMC Remedy
- Office 365
- Azure Active Directory
- Active Directory
- ECP
Certification
Completed ITIL Foundation certification - V3 in March 2019.
Accomplishments
- Comprehensive problem solving abilities
- Good written and communication skills
- Can be molded to fit into any position.
- Ability to deal with people diplomatically
Disclaimer
I hereby declare that above the details are true to the best of my knowledge.
Timeline
Technical Specialist
IDP Education India Pvt Ltd
11.2019 - Current
Support Engineer
DXC Technology Pvt Ltd
12.2011 - 05.2018
Sethu Institute of Technology
Completed ITIL Foundation certification - V3 in March 2019.
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