Prakash Ramalingam

IT Asset Management:

• Oversaw the IT Asset Management and Computer Replacement program to ensure appropriate replacement cycles.
• Established project plans that included schedules, budgets, and communications plans with tasks and resources.
• Managed a full-time, five-person IT Asset Management team.
• Collaborated with senior management on strategies for improving organizational adherence to regulatory requirements.
• Managed a yearly computer replacement budget.
• Coordinated with business units in the selection of replacement devices, software and hardware compatibility testing, and deployment schedules.
• Established, maintained, and enforced Asset Management policies, procedures, and processes.
• Developed procedures to maintain asset databases and conducted training to ensure accurate data collection and maintenance of asset records.
• Performed inventories and usage monitoring of all IT assets, recording findings, changes, and physical locations.
• Responsible for ordering, receiving, asset tagging, storing, tracking, and deployment of IT equipment.
• Developed strategies for external relationships to implement plans for auctioning, recycling, or selling obsolete assets.
• Conducted and reported software asset reconciliation and audit activities, including financial licensing, warranty, maintenance/support contract information.
• Compared warranties, maintenance agreements, and vendor contracts to assist with asset upkeep, upgrades, repair, and replacement.
• Conducted regular audits of inventory management procedures and verified data integrity within asset databases.

IT Service Desk Experience:

• Acted as the first point of contact for IT support issues via phone, email, and tickets.
• Diagnosed and resolved hardware/software issues for users.
• Logged, tracked, and escalated incidents, changes, and resolutions using FreshService.
• Assisted with software installations, updates, and hardware configurations.
• Provided timely support for IT asset tracking and management.
• Escalated unresolved issues to higher-level support teams and ensured timely follow-up.
• Developed and documented technical solutions for common IT issues, contributing to the knowledge base.
• Maintained strong customer service focus, ensuring quick response and resolution times in a fast-paced environment.

General IT Management:

• Demonstrated strong teamwork skills, working on cross-functional teams.
• Analyzed complex situations, learned quickly, and synthesized solutions, options, and action plans.
• Exhibited professional communication skills in a dynamic and complex environment.
• Developed technical documents that presented information clearly and concisely.
• Monitored staff performance, identified areas for improvement, and provided training as needed.
• Coordinated and monitored the receipt, storage, and dispatch of goods within the warehouse.
• Utilized inventory management software to track stock levels and maintain accurate records.
• Planned and implemented efficient warehousing systems for incoming and outgoing goods.

Tools Used:

Endpoint Central (Desktop Central), FreshService, MS Office, Outlook, in-house developed IT Asset Management, ITSM tool.

• Given Technical Support for all Netgear Network devices.
• Diagnosed system errors and implemented solutions to resolve them.
• Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
• Walked customers through common phone hardware and software configurations to maximize service functionality.
• Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
• Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
• Served as first point of contact for incoming technical service calls and emails.
• Monitored support activity trends to create problem resolution and solution reports.
• Assisted customer in understanding products, components and systems using technical demonstration.

Tools Used:

Salesforce, MS Office, Zimbra

• Chennai South Area Field Network Engineer.
• Met with stakeholders and presented in-depth information on hardware and software products, delivering expertise to make appropriate purchasing decisions.
• Monitored network performance and troubleshooted any issues that arose.
• Provided technical support to users experiencing difficulties with their networks.
• Configured network equipment for installations, performed lifecycle refreshes and performed post-installation testing for turnkey services.
• Implemented security measures to protect data from unauthorized access or destruction.
• Evaluated existing networks and systems for potential weaknesses to support intrusion prevention measures.
• Held primary responsibility for availability and reliability of network infrastructure.
• Corrected network faults and malfunctions to restore connectivity to individual users and entire facilities.
• Responded promptly to information assurance notifications to detect vulnerabilities and protect clients.
• Effectively managed variety of mission-critical network tasks, which included vulnerability and application patching, data backups and network configurations.
• Configured routers and other hardware to deploy and manage LAN, WAN and wireless networks.
• Educated and trained personnel on new technologies.

Tools Used:

ACT Inhouse developed Service Management Application, SAP