Summary
Overview
Work History
Education
Skills
Certification
Notableaccomplishments
Disclaimer
Timeline
Generic

SANTHANAKRISHNAN G

Chennai

Summary

Seasoned IT Professional with 19+ years of experience in SCCM 2012, Remote Desktop Support, EUC Support/ Team Leadership, and Windows Vulnerability Remediation. Proven expertise in patch management, application packaging, OS deployment, and end-user computing (EUC). Adept at providing Tier II-III support for senior and VIP employees, resolving complex technical issues, and ensuring seamless IT operations. Skilled in Active Directory, VPN configuration, antivirus management, and remote support tools.

Overview

20
20
years of professional experience
4006
4006
years of post-secondary education
2
2
Certifications
3
3
Languages

Work History

Windows Vulnerability Remediation Specialist

Tech Mahindra - ( Haleon )
05.2024 - Current
  • Collaborate with the Vulnerability Management Team to analyze and remediate vulnerabilities identified in Windows-based systems
  • Created and deployed SCCM packages for Windows updates, third-party software patches, and configuration changes.
  • Deploy patches, updates, and configurations to mitigate vulnerabilities across 2,000+ Servers
  • Monitor and report on patch compliance, ensuring 100% adherence to security benchmarks
  • Tested packages in a lab environment before deploying them to production, ensuring zero downtime and compatibility.
  • Utilize SCCM for patch deployment and endpoint management, ensuring seamless updates with minimal user disruption


SCCM Engineer / Remote Desktop Specialist

Tech Mahindra (Beyond Gravity)
10.2019 - 04.2024
  • Processed 4,000+ support requests for technical assistance, resolving hardware, software, and network-related issues for Beyond Gravity business users
  • Managed patch management and application packaging/distribution using SCCM 2012, ensuring 100% compliance and minimal downtime
  • Troubleshot SCCM client health issues and failed deployments
  • Provided Tier 2 support for Help Desk and Desk-side Support teams, resolving complex SCCM and OS-related issues
  • Configured and troubleshooted VPN clients (Global Protect, Pulse Secure, Citrix GW) for remote users, ensuring secure connectivity
  • Performed hardware diagnostics and coordinated with vendors for warranty claims and onsite support, reducing resolution time by 25%
  • Created Knowledge-Based Articles (KBAs) to improve first-call resolution rates and team efficiency
  • Provided remote support using LogMeIn, Bomgar, and TeamViewer, achieving a 95% customer satisfaction rate

Team Lead – EUC

Tech Mahindra (Religare)
04.2012 - 10.2019
  • Led a team providing Tier II-III support for senior and VIP employees, ensuring timely resolution of complex technical issues
  • Streamlined laptop replacement and hardware upgrade processes, improving efficiency by 15%
  • Managed ticketing systems (Footprints, Remedy), ensuring SLA compliance and timely resolution of incidents
  • Configured and troubleshooted MS Outlook, VPN, and network printers, maintaining seamless business operations
  • Trained and mentored junior technicians on BlackBerry support, hardware configuration, and customer service skills
  • Performed system builds, data backups, and OS installations, ensuring data integrity and system availability
  • Coordinated with vendors for warranty escalations and new purchases, reducing costs by 10%

Level 1 Service Desk Analyst

Religare Technova
06.2005 - 03.2012
  • Provided Level 1 support for hardware, software, and access issues, achieving a 90% first-call resolution rate
  • Used Windows Remote Tools and diagnostic utilities to resolve technical issues efficiently
  • Created Knowledge-Based Articles (KBAs) to improve team performance and customer satisfaction
  • Recognized with a Certificate of Excellence for consistently achieving high CSAT scores

Education

Bachelor of Computer Applications -

University of Madras

Diploma - Electronics & Communication Engineering

Shriram Polytechnic College of Engineering

Skills

SCCM 2012

Certification

Microsoft Certified Azure Fundamentals

Notableaccomplishments

  • Global Employee Recognition - Completing the SCCM roll out for non-production Managed Windows Servers - Project Haleon _Techmahindra
  • Awarded 'Pat on the Back' for excellence in compliance activities and grassroots feedback. - Religare - TechMahindra
  • Recognized as Best Team for outstanding performance and delivery excellence. Religare - TechMahindra


Disclaimer

I hereby declare that the information provided above is true and correct to the best of my knowledge., Chennai

Timeline

Windows Vulnerability Remediation Specialist

Tech Mahindra - ( Haleon )
05.2024 - Current

SCCM Engineer / Remote Desktop Specialist

Tech Mahindra (Beyond Gravity)
10.2019 - 04.2024

Team Lead – EUC

Tech Mahindra (Religare)
04.2012 - 10.2019

Level 1 Service Desk Analyst

Religare Technova
06.2005 - 03.2012

Bachelor of Computer Applications -

University of Madras

Diploma - Electronics & Communication Engineering

Shriram Polytechnic College of Engineering

Similar Profiles

CREATE PROFILE
SANTHANAKRISHNAN G