Prakash Palanivel

Experienced IT professional with 2+ years in Windows, MacOS, and Linux System Support providing effective IT solutions and exceptional technical support across diverse platforms.

Good experience in working/communicating with cross-functional IT infrastructure teams like Network, Windows, AD and Security to build and manage effective IT operations.

• Leveraging SCCM and Intune to deploy and manage Windows, MacOS, and Linux operating systems. This ensures consistent configuration and security across all devices.
• Strong hands-on experience in Digital Hub ticketing tool for Incident management and Service requests to identify, prioritize and manage incidents according to defined Service Level Agreements (SLAs).
• Providing technical support and troubleshooting for Windows, MacOS, and Linux operating systems, resolving issues related to software and hardware
• Expertise includes diagnosing problems, applying fixes, system performance issues and ensuring optimal system functionality across all platforms.
• Diagnosing and resolving VPN connectivity issues and addressing Teams, Microsoft Office 365-related problems to ensure seamless access and functionality.
• Provided remote assistance to end-users, resolving technical issues and configuring systems.
• Good Knowledge and understanding on Information protection, data loss prevention, which helps in data classification, accidental file sharing, etc.
• Assisting the security team, Windows team, AD team in the Security investigation, Network related issues and Active directory service related issues
• Handling Major Incident Management calls and providing solutions from a End user computing standpoint.
• Performing Root cause analysis for operating system and software-related issues.
• Build Daily, weekly and monthly reports as per EUC manager and Lead Engineer requirements.
• Presentation in Incident review meetings to walk through the handled incidents to peers and Lead Engineer.
• Escalating the incident cases to L3 team, other specialized teams which requires further investigation to facilitate issue resolution and minimize downtime.
• Collaborate with Apple, Dell and HP vendors for troubleshooting and repairs the hardware related issues.

  TOOLS AND TECHNIQUES 

• Digital Hub Ticketing tool
• Microsoft Intune/SCCM
• Azure Portal
• CISCO ISE Thin
• Cyber Ark AD
• Cisco DUO security -MFA
• Crowdstrike EDR