Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
Generic

Sudheendra Naragund

Principal Infrastructure Engineer
Bengaluru,KA

Summary

Experienced IT Support Engineer familiar with user support and root cause analysis. Advanced knowledge of IT operations and dedication to see issues through to end. Works well in remote and desk-side environments.

Overview

10
10
years of professional experience
11
11
years of post-secondary education
1
1
Certification

Work History

Principal Infrastructure Engineer

Mphasis
Bengaluru, Karnataka
08.2021 - Current
  • Monitor, manage and provide support for the incidents raised through Dynamic 365 ticketing tool on priority basis
  • Triage the tickets to relevant support team based on the issue reported
  • Providing technical support to the end users via IT tickets and voice calls (BrightPattern)
  • Providing Remote support to users via MS Teams and LogMeIn
  • VPN client installation and troubleshooting for Cisco AnyConnect
  • Creation of Mailbox and Distribution List and also assigning the permissions to the users through MS Exchange admin center
  • Managing Microsoft Endpoint Manager which helps in system compliance, system configuration and Bitlocker key setup
  • Publishing KB articles for new resolution which helps to keep the team on a same page
  • Configuring and troubleshooting MS Authenticator application issues in order to access internal resources
  • Initiating P1/P2 tickets by involving Application/Network team for the outage condition reported by the users
  • Managing Azure portal in order to view/modify group policies, Security groups, License, Devices, Virtual machines, subscriptions and application services
  • Handling IT Induction session for the new joinees(UK and US)
  • OS installation of Windows PC’s over the remote using Intune (for WFH users)
  • Handling all VDI related issue, assigning/revoking permissions, restart the VDI desktop and servers as and when needed using VM Horizon admin account
  • Assigning/Revoking Adobe and Jetbrains Products license to the end users.

Sr IT Support Engineer

Bottomline Technologies
Bengaluru, Karnataka
04.2021 - 08.2021
  • Monitor, manage and provide support for the incidents raised through Jira Service Desk ticketing tool on priority basis
  • Triage the tickets to relevant support team based on the issue reported
  • Providing technical support to the end users via IT tickets and phone (TalkDesk)
  • Providing Remote support to users via WebEx Remote Support, MS Teams and Bomgar BeyondTrust
  • Initiating incidents through PagerDuty for the any outage reported by the users
  • VPN client installation and troubleshooting for Cisco AnyConnect
  • Installing and Configuration of Office 365 products installation & troubleshooting
  • Creating Shared Mailbox, Security groups and Distribution list, also assigning the permissions to the users
  • Resetting the password, unlocking the ID’s, disabling accounts and related troubleshooting
  • Managing Network folder access permissions
  • Involved in managing process for new hire, termination requests and purchasing of software’s as per user requirements
  • Keeping a track of all IT assets in cloud-based asset tracking Oomnitza and JAMF Pro Nation software’s
  • Publishing KB articles for new resolution which helps to keep the team on a same page
  • Worked with Active Roles Azure application to maintain users, security groups, Distribution list and Mailboxes
  • OS installation of Windows PC’s and MacBook over the remote using Intune and JAMF Pro (for WFH users)
  • Managing Microsoft Endpoint Manager which helps in system compliance, system configuration and Bitlocker key setup
  • Handling all VDI related issue, assigning/revoking permissions, restart the VDI desktop and servers as and when needed using VM Horizon admin account
  • Configuring and troubleshooting Okta verify issues to access internal resources
  • Managing MSDN admin account in granting/revoking access to the end users
  • Managing Brivo global badge cloud-based software which helps in Remote management lets security administrators add users, edit permissions, create access schedules and user groups, and open doors without having to be onsite.

Sr Technical Support Specialist

Here Solutions India Pvt Ltd
Bangalore, Karnataka
10.2015 - 03.2021
  • Monitor, manage and provide support for the incidents raised through BMC Remedy, ServiceNow and CRMoD ticketing tools on priority basis
  • Providing technical support to the end users via email, chat, IT tickets and phone
  • Providing Remote support to users via Remote Desktop, LogMeIn, WebEx Remote Support and Skype for Business
  • Initiating P1 tickets by involving NOC team for the outage condition reported by the users
  • VPN client installation and troubleshooting (Cisco AnyConnect, Pulse Secure)
  • Installing and Configuration of Office 365 products installation & troubleshooting
  • Installation, Troubleshooting and Maintenance of commonly used software’s, Atlas, MapConsole, Java
  • Resetting the password, unlocking the ID’s and related troubleshooting
  • Handled issues related to Microsoft Teams, WebEx Teams and Pidgin
  • Creating user accounts, managing and administration of Lync Server 2016 (Skype for Business), Atlas and UNIX
  • Configuration and Troubleshooting browsers like Internet Explorer, Firefox and Chrome
  • Managing Network (LAN, Wireless and VPN Client Speed) issues
  • Knowledge of active directory users, computers, and group accounts
  • Assigning NTFS permission to files and folders
  • Managing Network folder access permission
  • Involved in managing process for new hire, contractor hires, and termination requests and purchasing of software’s as per user requirements.

Support Analyst Tier

Oracle India Pvt Ltd
Bangalore, Karnataka
03.2012 - 10.2015
  • Used Active Directory to enable/disable user’s accounts/servers and reset user’s passwords
  • Identify underlying problems liaise with respective Level 3/4 support and contribute for permanent resolution of the same
  • Record all instance in the CRMOD tool and adhere to internal process and policy to update the record
  • Provide end-to-end problem identification, recording, escalation, resolution and closure process
  • Providing sufficient and accurate information to users on the ticket status
  • Triaging the tickets to different support groups based on category of the ticket
  • Resolve incidents within prescribed time limits, to the extent possible; otherwise, escalate to appropriate Level of the resolution groups
  • Zeroed out backlogs on the first month of being established as a Service Desk team
  • Closed 95% of fresh incident tickets on the first call without escalation
  • Commended for quickly resolving complex issues including system crashes and network slowness.

Education

Diploma - Electronics & Communication

Board of Technical Education
Belagavi
08.1999 - 12.2005

BCA -

Annamalai University
Bengaluru
08.2009 - 12.2011

MBA - Systems

Periyar University
Bengaluru
06.2012 - 05.2014

Skills

Basic Networking

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Certification

ITIL V3 Foundation - No expiry

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Principal Infrastructure Engineer

Mphasis
08.2021 - Current

Sr IT Support Engineer

Bottomline Technologies
04.2021 - 08.2021

Sr Technical Support Specialist

Here Solutions India Pvt Ltd
10.2015 - 03.2021

ITIL V3 Foundation - No expiry

07-2014

MBA - Systems

Periyar University
06.2012 - 05.2014

Support Analyst Tier

Oracle India Pvt Ltd
03.2012 - 10.2015

BCA -

Annamalai University
08.2009 - 12.2011

Diploma - Electronics & Communication

Board of Technical Education
08.1999 - 12.2005

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Sudheendra NaragundPrincipal Infrastructure Engineer