Shanmugha Sundharam S J
IT Support Engineer
Salem
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
IT Support Engineer
Pix Rock Vfx Pvt Ltd
Salem
10.2021 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Managed high levels of call flow and responded to technical support needs
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Translated complex technical issues into digestible language for non-technical users
- Used ticketing systems to manage and process support actions and requests
- Responded promptly to incoming sales leads and requests for technical support
- Promoted efficiency among departments with prompt resolution of system issues.
- Monitored systems in operation and quickly
- Applied tier-isolation best practices to support multi-tier architectures
- Integrated data, voice and video networks for use in multi-site installations
- Organized frameworks to transfer secure data from internal to external and public networks
- Liaised with stakeholders to keep project goals and deadlines on target.
- Collaborated with vendors to identify best options for optimizing network performance.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
- Configured hardware, devices, and software to set up workstations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Managed high levels of call flow and responded to critical technical support needs.
Network Admin
Medident Resources
Shah Alam
02.2020 - 07.2020
- Identified and immediately resolved issues with network devices.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Installed and configured network printers and other peripheral devices.
- Diagnosed and resolved hardware and software issues.
- Managed computer operation scheduling, backup, storage and retrieval functions.
Senior Telecom Engineer
Reliance Jio Infocomm
Salem
09.2015 - 01.2020
- Researched and recommended network and data communications hardware and software.
- Performed telecommunication and networking business evaluations.
- Leveraged radio, telephone and computerized and electronic equipment to dispatch law enforcement, fire or medical assistance units to scene of emergency.
- Monitored overall network performance.
- Designed, installed and maintained organization's telephony network.
- Installed, maintained and supported VoIP applications.
- Installed, maintained and supported voice/data applications.
- Identified poor quality lines and underutilized circuits.
- Established data security plan and robust data recovery strategies.
- Performed day-to-day monitoring, management, administration and support of alarm systems.
- Performed network modeling and analysis.
- Maintained documentation for telecommunication systems, equipment inventory and floor plans.
- Coordinated installation of new users and relocations of existing users.
- Maintained appropriate environmental conditions in telephone equipment rooms.
- Adapted and modified standard techniques, procedures and criteria to solve complex problems.
- Worked closely with network administrators and server engineers to deliver quality service.
- Ran and analyzed call processing flows and traffic studies to determine optimum configurations.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Installed, maintained and supported IVR applications.
- Initiated improvements to operational efficiency of network.
- Analyzed and interpreted complex data from multiple sources.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Interpreted electrical schematics and design documents for system installation and build-out.
Network Engineer
Christel Info Solutions
Chennai
07.2013 - 09.2015
- Performed troubleshooting for Juniper, Cisco, and packet analysis.
- Troubleshot complex multi-vendor network service provider issues.
- Managed, tracked, and coordinated problem resolution and escalation processes.
- Provided complete end-to-end engineering and installation of route-based IP network solutions.
- Provided network support services for devices such as hubs, bridges, routers, and other hardware.
- Recommended options for disaster recovery and remote access security.
- Integrated fixed wireless connectivity into facilities requiring high-speed networks.
- Created VPN infrastructure and allowed for secure remote connections.
- Assisted with implementation and support of network monitoring tools.
- Established robust infrastructure and data capacity for new applications.
- Configured and troubleshot VoIP and multimedia distributed systems and platforms.
- Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
- Provided detailed network diagrams and procedural guidelines.
- Detected intrusion attempts and promptly responded to DDoS attacks.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Applied tier-isolation best practices to support multi-tier architectures.
- Integrated data, voice and video networks for use in multi-site installations.
- Organized frameworks to transfer secure data from internal to external and public networks.
- Liaised with stakeholders to keep project goals and deadlines on target.
- Collaborated with vendors to identify best options for optimizing network performance.
Education
Bachelor of Engineering - Computer Science
The Kavery Engineering College
Salem, Tamilnadu 06.2009 - 05.2012
High School Diploma -
The Salem Polytechnic College
Salem, Tamilnadu 03.2006 - 04.2009
Skills
Cards
Cash & Payments
Trade Operations
Financial Products
Technical issues analysis
TCP/IP
Software diagnosis
Account management
Ticket support system management
Application support
Network diagnostics
Desktop support
Timeline
IT Support Engineer
Pix Rock Vfx Pvt Ltd
10.2021 - Current
Network Admin
Medident Resources
02.2020 - 07.2020
Senior Telecom Engineer
Reliance Jio Infocomm
09.2015 - 01.2020
Network Engineer
Christel Info Solutions
07.2013 - 09.2015
Bachelor of Engineering - Computer Science
The Kavery Engineering College
06.2009 - 05.2012
High School Diploma -
The Salem Polytechnic College
03.2006 - 04.2009
Skills
- In-depth knowledge in software testing.
- Strong knowledge in banking domain end to end cycle.
- Good expertise in U80 & SIT testing phase.
- Strong knowledge in banking web application (Corporate & Retail), cards, cash & payments.