Summary
Overview
Work History
Education
Skills
Accomplishments
Highlights
Timeline
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SRINIVASAN P

Bangalore

Summary

Experienced professional with 3.5 years of expertise in providing top-tier support and practical solutions in rapidly evolving environments.

Overview

5
5
years of professional experience

Work History

IT Deskside Engineer

Zack It Solutions
06.2024 - Current
  • Managed and took ownership of customer-reported issues, ensuring end-to-end resolution within defined timeframes.
  • Installed, configured, and maintained Linux-based and Windows based systems for end-users, ensuring proper hardware and software integration, as well as network connectivity.
  • Provided troubleshooting and technical support for hardware, software, and operating system-related issues, resolving user-reported problems efficiently through root cause analysis.
  • Conducted routine maintenance tasks such as disk space management, log file cleanup, system optimizations, and performance monitoring to ensure smooth system operation and minimize downtime.
  • Conducted in-depth research, diagnosis, and troubleshooting to identify effective solutions for system issues, enhancing operational efficiency.
  • Proactively researched and identified software and hardware solutions, contributing to the seamless functioning of technical systems.
  • Diagnosed and troubleshot complex technical issues, including account setup and network configuration, ensuring optimal system performance.
  • Engaged customers with targeted questions to swiftly identify the root cause of technical problems, expediting the resolution process.

Specialist

HCL Tech
07.2022 - 11.2022
  • Documented actions in tickets to ensure effective communication of information internally and to customers.
  • Independently resolved complex problems and adhered to documented escalation procedures.
  • Created, linked, and troubleshot group policies to enhance system security and operational efficiency.
  • Implemented desktop security policies, including boot password setup & USB/CD drive disabling, to fortify system integrity.
  • Monitored WSUS Patch Management for seamless deployment of desktop and server patches on a monthly basis, while troubleshooting related issues.
  • Set disk quota limits for production server share folders to optimize storage management and data accessibility.
  • Executed full, incremental, and differential backup strategies on a daily, weekly & monthly basis to ensure data integrity and disaster recovery preparedness.
  • Managed user access by adding users and groups, created and maintained user views, and updated password expiration policies.

Senior Systems Engineer

Microland
08.2021 - 06.2022
  • Managed the closure of VA (Vulnerability Assessments Report) points for every quarterly report from all servers based on ISM team reports, ensured compliance with industry standards and regulations.
  • Conducted deep dive analysis on tickets, proactively followed up on aging tickets to streamline service desk operations and reduce incident resolution time.
  • Lead and facilitate Digital Dexterity sessions for global users, resulted in a significant reduction in service desk tickets and incidents, enhanced overall operational efficiency.
  • Coordinated the installation of software through SM tools and manual installations, ensured seamless integration and functionality across the organization's systems and platforms.
  • Managed escalated incidents and tasks, effectively resolved P1 & P2 tickets by coordinating bridge calls with multiple teams, ensured timely and efficient incident resolution.
  • Maintained accurate hardware and software inventory and configuration information, ensured comprehensive and up-to-date records for effective asset management and compliance.
  • Executed MAC Configuration & Re-Build, ensured seamless functioning of Mac systems & devices across the organization.
  • Collaborated with the incident response team for remediation, ensured swift and effective resolution of critical incidents and vulnerabilities.
  • Contributed to quarterly ISO audits, provided comprehensive reports and insights to support compliance and continuous improvement initiatives.
  • Drove the maintenance and improvement of playbooks and processes, ensured operational resilience and adherence to best practices.

Desktop Support Engineer

Kalyani Informix
02.2020 - 07.2021
  • Spearheaded the efficient detection and recording of potential problems, ensured proactive measures to mitigate system disruptions and enhance operational stability.
  • Acknowledged and managed incoming calls within the stipulated call handling time, showcased a commitment to prompt and effective user support.
  • Executed McAfee Encryption and Decryption procedures for both laptops and desktops, ensured data security and integrity across the organization's systems.
  • Proactively assisted in the fulfillment of service requests, contributed to streamlined operations and user satisfaction.
  • Monitored and tracked the progress of assigned incidents, conducted thorough investigations and diagnoses to facilitate timely and effective resolutions.
  • Provided on-site and remote support to users, addressed assistance requests and delivered comprehensive technical solutions to optimize workstation functionality.
  • Troubleshot Microsoft Office 365 Outlook and MDM, ensured seamless operation and user accessibility to essential applications and resources.
  • Managed and resolved ticket escalations from clients and user coordinators, ensured a high level of service delivery and issue resolution.
  • Exhibited a strong commitment to teamwork, actively contributed to a collaborative and supportive work environment.

Education

B.Tech./B.E. - Information Technology

Aadhiparasakthi Engineering College
04-2013

Skills

  • Linux and Windows OS Troubleshooting, Service Desk Management, IT Infrastructure Management, Security Patch Implementation, Hardware & Software Installation, Network Maintenance, Mobile Device Management
  • Decision Making, Team Player, Communicator & Good Listener, Analytical & Problem-solving, Multi-tasking
  • Malware analysis

Accomplishments

  • Took ownership of closing quarterly VA (Vulnerability Assessment) report findings for all servers, ensuring alignment with ISM team reports and adherence to regulatory and industry standards.
  • Actively resolved un-managed machine issues by transitioning them to managed status on a weekly basis, in coordination with SOC Engineers.
  • Independently studied Security Operations Center (SOC) concepts to strengthen cybersecurity skills and support career advancement.
  • Successfully completed the ISC² Certified in Cybersecurity (CC) course, demonstrating a strong foundation in information security practices.

Highlights

  • Received Best Performer Award continuous for two quarters in 2021
  • Successfully completed the desktop to laptop migrations project and managed around 1200 systems in a month

Timeline

IT Deskside Engineer

Zack It Solutions
06.2024 - Current

Specialist

HCL Tech
07.2022 - 11.2022

Senior Systems Engineer

Microland
08.2021 - 06.2022

Desktop Support Engineer

Kalyani Informix
02.2020 - 07.2021

B.Tech./B.E. - Information Technology

Aadhiparasakthi Engineering College

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