SWAMINATHAN R
Bangalore
Summary
Motivated Team Lead with strong leadership and planning abilities. Dedicated to delivering high-quality products on tight schedules. Skilled in monitoring, training, and motivating employees to improve skills and meet challenging targets. Proven track record of developing and managing successful teams through proactive training and issue management.
Overview
14
14
years of professional experience
Work History
Senior Analyst. Team Lead
Schneider Electric India PVT LTD
01.2022 - Current
- Managed training and mentoring the newly joined team-mates
- Audit their work on a regular basis and provide them feedback and suggest corrective measures
- Manage IT infrastructure including Data Centre, Network, Server, Storage Backup, Database, Telephony, Monitoring Service, Workstations, and software for APAC region
- Oversee operations and measure SLAs of CPIs and KPIs defined for outsourced strategic vendors such as Lenovo, Dell, SoftwareONE, Airtel, TCL, AT&T, Vodafone, Jio, Ricoh and Avaya
- Quarterly Business Review with Senior Leadership Teams Conduct Hardware Audit ISO 9001 Provide support for security products and tools on both server and desktops Windows platforms
- Work closely with Cybersecurity team to evaluate new technologies
- Leverage network and host-based forensic tools as part of incident management functions Maintain up-to-date knowledge of information security including security solutions, security processes and new attacks and threat vectors
- Identify and manage risks related to IT and cybersecurity protection, and escalate risks and issues as needed
- Provide support on security issues and respond in accordance with the security Incident
- Deploying and supporting security infrastructure, providing stability by following and using the tools, policies, processes, and procedures available Adhering and enforcing existing security and software deployment policies and best practices Planned, developed, installed, configured, supported, and optimized a mobile infrastructure
- Developed and implemented IT operations processes to detect, escalate, and resolve incidents
- Work With the global team to Mange/support cyber security Incident
- Team implementation member for CMDB/ITSM (ServiceNow) transition
- Developed and delivered curriculum and learning assessments for Project Coordinators, Field Technicians, Onsite Team and end users worldwide
- Ensured IT standards and procedures are adopted and implemented
- Routinely developed Ad hoc reports to monitor IT assets, and service trends to improve performance in Operations
- Routinely created and delivered presentations to senior management to convey complicated data trends
- Regularly recognised and anticipated problems in a timely manner and implemented corrective actions in accordance with applicable guidelines.
IT Analyst
Team Lease Client (Schneider Electric India PVT LTD)
07.2016 - 01.2022
- OS and application installation: Windows migrations and deployment of customized images using SCCM, WDS Served as Tier II Desktop Support Technician for both onsite clients as well as remote office users
- Performed troubleshooting of VPN access to the company's local area network, as well as user level UNIX and Macintosh Provided IT Support for over 2000 users at [Schneider RND Site], and offsite locations
- Providing advanced troubleshooting and application problem solving related to the use of Mobile Devices Maintenance and communication of existing, new, and evolving mobility practices, knowledgebase articles and documentation Provides onsite support to the local areas for troubleshooting and testing new IOS
- Identifying and implementing process improvements Administering and maintaining the Air Watch Installation and configuration Testing and evaluation of various new mobile devices against enterprise email and MDM systems Collaborated with clients in implementing technology solutions for business meetings and conventions
- Researched new technologies and business meeting strategies
- Achieved 100% success rate in implementing technology appropriate for all business meetings and conventions scheduled
- (Logitech / Meeting room solutions Kon tiki) Office 365 management Handling issues with Lab Virtual Environment (ESXI 5.5, 6.0, 6.6) Installation and configuration of Linux for Lab environment (RHEL, Ubuntu, Fedora Cent OS, Kali) Work closely with engineering teams to deploy new products into the globally distributed environment
- Installing, Configuring and Administrating Server 2008, 2012, 2016 Handling Sites and services Performed network administration functions, set up network user accounts/permissions, reset passwords, and administered group policies via Active Directory
- Performed remedial repairs on computers, laptops, printers, Mobile devices (IOS and Android) and any other authorized peripheral equipment.
Specialist (Incident Management)
Mphasis (Infrastructure division)
09.2014 - 01.2015
- Member of Service Desk and CIM (Critical Incident Management) team
- Creating, assigning and SLA management of Incidents and Service Request
- Handling of Priority tickets for Clients
- Active Directory Admin
- Remote Desktop Support to client and Microsoft Exchange console, Co-coordinating with internal support teams to achieve SLA
- Knowledge transfer and mentoring newly joined team-mates and auditing their performance and tickets for quality assurance
- Monitoring and managing critical incidents to ensure adherence to SLA
- Auditing the incidents created and worked upon by the team to ensure adherence to SOP.
Senior Analyst
HCL Technologies Ltd. (Infrastructure Service Division)
05.2013 - 08.2014
- Member of Service Desk team
- Configuring outlook and resetting password for Network login and for various other applications, Monitoring and managing critical incidents to ensure adherence to SLA
- Sending out regular communications to business stake holders, affected users and support teams involved at regular intervals
- Coordinating the downtime with the support team and the end users
- Processing the joiners and the leavers from the organization.
Senior Technical Support Officer (TSO)
Convergys India Services Ltd
09.2012 - 02.2013
- Voice Based technical support to customers of AT&T
- Technical assistance provided for the Internet issue and check the Modem and Router to identify the root cause of the issue using the internal tool and fix it
- Aid with the IP TV and VOIP and schedule technician visit in case of the hardware or if the issue is outside the house
- Technical assistance provided through remote access tools like Log Me In Rescue.
Client Tech Support Associate
DELL India Private Ltd
02.2011 - 08.2012
- Voice Based technical support to customers of Dell for Small and Medium Business users and consumers from UK
- Technical assistance provided for issues like operating system issues includes reinstallation (XP, Windows vista and windows7 & 8, Virus Removal, configuring Anti-Virus Applications, MS office 2007, 2010, and third-party software
- Identifying the hardware issues for desktops, Laptops and Printers by Hardware Trouble shooting and use inbuilt tools to identify the issue and assign an onsite Technician or dispatch the parts and help customers via phone for the parts replacements
- Dell Certified Hardware Technician on Dell Laptops and Desktop
Associate
Aditya Birla Minacs
07.2010 - 02.2011
- Provided front end Tier 1 Technical Support for Apple Macintosh CPU Clients and Customers via phone, email & chat US, Canada & APAC region
- Troubleshooting & Diagnosing Complete MAC OS X Operating system related issues, Application related issues & Networking issues
- Deal with a wide range of Apple products (Desktops and Portables) using a powerful Information Database and Tools like Idesk, GCRM, Ilog and PQMS
- Analysing and Isolating OS related and System wide issues and escalating to Tier 2 engineers for consultation
- Working closely with Apple’s engineering team for all probable Inspections & Re-engineering the software and hardware design
- Improving Reliability by performing design reviews, inspections, unit testing and quality management for all Apple s/w applications & hardware components
- Capturing specific patterns & symptoms-Help diagnosing them and then escalating it to the Apple’s Engineering Team for further diagnostics and performance enhancements
- Documenting & submitting relevant changes of Problem reports to Apple’s Engineering team
- Apple Certified Macintosh Technician on MAC OS X 10.4, 10.5 & 10.6
Education
Bachelor of computer Applications -
Periyar University Salem
10.2011
Higher secondary -
KMHS Chidambaram
01.2005
High School -
RSAHS Chidambaram
01.2003
Skills
- Infrastructure Services and Management
- Asset Management
- Client management
- Performance monitoring
- Stakeholder Communication
- Report Preparation
- Business Acumen
- Audit Support
- Project Management
- Policy improvements
- Security solutions
Certifications
- Windows server 2016
- Customer centricity
- ISC 2 Security Principles
Timeline
Senior Analyst. Team Lead
Schneider Electric India PVT LTD
01.2022 - Current
IT Analyst
Team Lease Client (Schneider Electric India PVT LTD)
07.2016 - 01.2022
Specialist (Incident Management)
Mphasis (Infrastructure division)
09.2014 - 01.2015
Senior Analyst
HCL Technologies Ltd. (Infrastructure Service Division)
05.2013 - 08.2014
Senior Technical Support Officer (TSO)
Convergys India Services Ltd
09.2012 - 02.2013
Client Tech Support Associate
DELL India Private Ltd
02.2011 - 08.2012
Associate
Aditya Birla Minacs
07.2010 - 02.2011
Bachelor of computer Applications -
Periyar University Salem
Higher secondary -
KMHS Chidambaram
High School -
RSAHS Chidambaram
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