STEFFHAN SAMUVEL
IT Support Manager
Chennai,India
Summary
Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
Work History
IT Manager
HCL Technologies - Occidental Petroleum Corporation
Chennai, India
12.2021 - Current
- For Service Desk & GAM in Project: Occidental Petroleum Corporation
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Create and manage reports to upper level management about all aspects of IT Technical Management including SLAs
- Guided organizational technology strategy and roadmaps.
- Led team providing telephone and online support to customers experiencing technical issues.
- Develops key performance indicators (KPIs) and provide regular reporting for management on activities and metrics
- Work with the Operations Manager to establish and operationalize Service Level Agreements for key services
- Working with other leaders to manage escalations, patches etc
- Providing support to Senior Management
- Dynamic and international working environment with well-established structure
- Monitoring performance and providing feedback
- Perform administrative management duties of personnel such as time and record keeping, compliance review, overseeing work assignments, scheduling of team
- Provides feedback to management on the performance of assigned team
- Document and report on all work performed on behalf of customers
- Create an environment where teammates feel valued and enjoy their jobs.
Shift Lead
HCL Technologies, GAM, Sholinganallur
Chennai, Tamil Nadu
01.2021 - 11.2022
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Assist Manager on interviewing new Tech Support Analysts
- Monitoring performance and providing feedback This opportunity on our service desk will provide basic technical support to the client's via the phone, email and remote tools Monitor team members daily work log, attendance, and punctuality Perform administrative management duties of personnel such as time and record keeping, compliance review, overseeing work assignments, scheduling of team Provides feedback to management on the performance of assigned team Document and report on all work performed on behalf of customers.
Senior Analyst
HCL Technologies - Occidental Petroleum
Chennai, India
12.2019 - 12.2020
- Working in One IT Team in Project: Occidental Petroleum Corporation
- Handling Technical
- Support, Access Management, Integrated Command Centre and RDP
- Handling day to day
- System Operations and Troubleshoot issues.
- Discovered root causes of problems and identified appropriate solutions.
Level 1 Technical Support Engineer
Extreme Networks
01.2018 - 12.2018
- Extreme Networks is a networking company based in San Jose, California
- It designs, develops, andmanufactures wired and wireless network infrastructure equipment
- We Provides support for routersand switches
- Process all incoming customer engagements worldwide Phone, Email, Web, Automated
- Alerts Gather pertinent case information Provide Level 1 basic troubleshooting steps Routeengagements to the appropriate skill group
- Provides support for routers and switches.
Education
BACHELOR OF TECHNOLOGY - Mechanical Engineering
V V College of Engineering
08.2013 - 05.2017
HIGHER SECONDARY 12th - undefined
SLB Higher Secondary School
05.2012 - 04.2013
SSLC 10th - undefined
St. Joseph's, Matriculation Higher Secondary School
01.2010 - 04.2011
Skills
Incident Managementundefined
Certification
BEC Vantage (Business English Certification)
Timeline
IT Manager
HCL Technologies - Occidental Petroleum Corporation
12.2021 - Current
Shift Lead
HCL Technologies, GAM, Sholinganallur
01.2021 - 11.2022
Senior Analyst
HCL Technologies - Occidental Petroleum
12.2019 - 12.2020
Level 1 Technical Support Engineer
Extreme Networks
01.2018 - 12.2018
BACHELOR OF TECHNOLOGY - Mechanical Engineering
V V College of Engineering
08.2013 - 05.2017
HIGHER SECONDARY 12th - undefined
SLB Higher Secondary School
05.2012 - 04.2013
SSLC 10th - undefined
St. Joseph's, Matriculation Higher Secondary School
01.2010 - 04.2011
BEC Vantage (Business English Certification)
ITIL – Foundation Certified
Project Management
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