VIGNESH M
Chennai
Summary
Results-driven IT Help Desk Engineer with over 11 years of L1/L2 support experience for enterprise clients (Dell, Acer) across the US, UK, and Canada. Expertise in Windows troubleshooting, Active Directory, Exchange administration, and ticketing systems (ServiceNow, Salesforce, Citrix) with hands-on proficiency in remote tools such as TeamViewer and RDP. Delivered remote support, resolving about 100 tickets weekly; improved first-contact resolution by 20%; maintained 95% CSAT; and coordinated OS migrations, hardware replacements, and account provisioning to optimise support operations.
Overview
2
2
Languages
13
13
years of professional experience
Work History
System Administrator
Nandhini Multy Super Stores
Chennai
10.2022 - 12.2023
- Managed and maintained IT infrastructure across 12 retail shops to ensure operational continuity.
- Network Management: Handled LAN, WAN, Wi-Fi, and VPN connections to keep all 12 shops online.
- Active Directory System Maintenance: Ran regular data backups, antivirus scans, and software updates to avoid downtime.
- Managed user lifecycle and passwords via Active Directory to bolster company security posture.
- Oversaw user access and password management to ensure data protection.
- POS Support: Installed, configured, and fixed Point of Sale (POS) hardware and billing software.
- Hardware Setup: Set up new computers, network routers, receipt printers, and CCTV cameras
Senior IT HelpDesk, Technical Support & Sr. System Analyst
Dell International Services
Bengaluru
12.2018 - 01.2022
- First-Contact Resolution: Enhanced FCR by 20% through implementation of structured diagnostic checklists and defined escalation workflows.
- Customer Satisfaction: Maintained >95% CSAT while leading OS migrations, hardware replacements, and account provisioning for enterprise and consumer clients across the US, UK, and Canada.
- Ticket Management: Resolved 100+ L1/L2 technical incident tickets per week using Dell Chat, Email, Dell Remote Application, Jira, TeamViewer, and RDP; prioritized incidents and escalated to engineering per SLA.
- Active Directory: Provisioned/deprovisioned user accounts, managed group memberships, OUs and GPOs; performed password resets and access reviews.
- Exchange Administration: Managed mailboxes, distribution lists, permissions and mail-flow troubleshooting across multiple regions.
- Exchange System Analyst: Administered mailboxes, permissions, and mail flow for System Exchange and Replacement across US, UK, India, and Canada.
- Knowledge & Process: Developed knowledge base articles and delivered peer coaching, resulting in reduced repeat incidents and expedited resolution.
Senior Technical Support Engineer
Sutherland Global Services
Chennai
02.2013 - 07.2018
- Diagnosed and resolved hardware, software, network, and peripheral issues impacting Dell, Acer, HP, and other devices, maintaining operational system uptime.
- Infrastructure troubleshooting: Diagnosed and resolved hardware faults, network connectivity issues, and local VPN dropouts, enhancing system reliability and user satisfaction.
- Omnichannel support: Delivered technical phone, chat, and remote support for international consumers across North America and Europe, ensuring seamless user experiences.
- Deployment & provisioning: Managed system formats and executed clean installations of Windows OS, drivers, corporate applications, and antivirus software, facilitating smooth technology integration.
- Achieved 4x Quarterly Accolades such as Best Technician (Q3'13), Best Performer (Q3'14), and Resolution Expert (Q4'16) for operational excellence.
Customer Support Executive
Optimus Global Services Polaris
12.2010 - 01.2012
- Handled customer service queries efficiently to maintain high levels of satisfaction.
- Provided assistance to customers on product-related inquiries, addressing feedback and resolving complaints.
- Addressed and fixed service issues swiftly, aiming to improve customer satisfaction levels.
- Managed high-volume inbound queues, delivering L1 desktop, application, and basic account access support for banking and insurance processes, enhancing customer satisfaction.
- Achieved 100% compliance with Service Level Agreement (SLA) metrics through accurate documentation, categorisation, and escalation of complex network cases in CRM, ensuring timely resolution.
Education
BCA - Bachelor of Computer Applications - Computer Application
North East Frontier Technical University
08-2021
Skills
- Windows OS and applications
- Active Directory management
- Exchange administration
- System updates
- DNS and DHCP management
- TCP/IP networking
- System configuration
- Hardware installation
- Software installation
- TeamViewer proficiency
- IT support
- Technical support
- Help desk support
- Operating systems
- Microsoft Office Suite
- Office 365 skills
- CRM systems knowledge
- System updates
- System updates
Languages
English
Tamil
Accomplishments
- Awarded 4x Quarterly Accolades
including Best Technician (Q3'13),
Best Performer(Q3'14), and
Resolution Expert (Q4'16) for
operational excellence.
Timeline
System Administrator
Nandhini Multy Super Stores
10.2022 - 12.2023
Senior IT HelpDesk, Technical Support & Sr. System Analyst
Dell International Services
12.2018 - 01.2022
Senior Technical Support Engineer
Sutherland Global Services
02.2013 - 07.2018
Customer Support Executive
Optimus Global Services Polaris
12.2010 - 01.2012
BCA - Bachelor of Computer Applications - Computer Application
North East Frontier Technical University