Vijay Murugan
L1 And L2 ITIL
Bangalore,KA
Work Preference
Summary
Dynamic IT Support Engineer with over five years of experience delivering exceptional end-user support and ensuring seamless operation of IT systems. Expertise includes Zoom conferencing solutions, ITIL practices, and ServiceNow ticketing systems, alongside proficiency in Active Directory, Office 365 administration, and Microsoft Intun management. Possesses advanced skills in Mac support and networking, supported by a CCNA certification and extensive knowledge of Azure cloud services. Committed to providing high-quality technical support and optimizing IT infrastructure to enhance organizational performance and drive success.
Overview
4
4
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Technical Support Engineer L1 and L2
WISSEN INFOTECH PRIVATE LIMITED
12.2023 - 01.2026
- Managed day-to-day user tickets efficiently using ServiceNow, ensuring timely resolution of issues to maintain operational continuity.
- Oversaw AD, DNS/DHCP. Managed M365 services and SCCM for seamless operations.
- Utilized the IAM tool to create user IDs and mailboxes for new joiners, facilitating seamless onboarding processes, and ensuring immediate access to essential resources.
- Administered shared folder access on servers, as well as the creation and management of Non-Personal Mail (NPM) and Distribution Lists (DL), ensuring secure and organized data access.
- Implemented Intune MDM and SCCM. Ensured secure device management and compliance.
- Managed Admin.NET tools and VPN setup for Mac and Windows. Provided front-end support for Windows OS and Office suites. Facilitated first-day-ready services for new joiners.
- Proficient in administering the Zoom dashboard, facilitating virtual meetings, and troubleshooting video conferencing issues.
- Assisted in managing user accounts, permissions, and access controls to ensure data security, and compliance with organizational policies.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Documented faults and bugs for referral to development staff for use in updates.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Created user accounts and assigned permissions.
L2 Support Engineer
Inspirisys
03.2023 - 12.2023
- Delivered comprehensive technical support for AV equipment, VC devices, Zoom rooms, and Mac systems, ensuring seamless communication and collaboration across platforms.
- Leveraged strong troubleshooting skills and logical problem-solving techniques to diagnose and resolve complex issues, minimizing downtime, and optimizing functionality.
- Proficiently managed core IT infrastructure components, including Active Directory (AD), SCCM, and VPN systems, ensuring secure access, efficient user management, centralized software deployment, patch management, and seamless remote access for off-site employees.
- Provided dedicated IT support to Vice Presidents (VPs) and Heads of Departments (HODs), addressing all IT-related concerns promptly to uphold executive productivity.
- Managed the Intune portal for endpoint management, ensuring secure access and compliance with company policies, while also providing support and troubleshooting for Office 365 applications, including Outlook, Word, Excel, and Teams, to facilitate seamless productivity and collaboration.
- Developed and maintained comprehensive documentation and knowledge management systems, facilitating seamless knowledge transfer within the team, and ensuring organizational efficiency.
- Experienced in supporting secure print solutions, ensuring data confidentiality, and compliance with security policies. Proficient in configuring and troubleshooting features like user authentication, and encryption for enhanced document security.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Delivered Tier-3 support and SME input to internal and external customers.
- Coordinated with vendors to resolve product-specific issues, acting as primary point of contact for warranty and repair processes.
- Streamlined helpdesk response times, implementing new ticketing system that prioritized urgent queries.
- Enhanced user experience by resolving complex software issues swiftly.
- Initiated feedback loop with customers to better understand recurring issues and address them proactively.
Infrastructure Administrator
GRASSROOTS PRIVATE LIMITED
10.2021 - 04.2023
- Orchestrated end-to-end IT infrastructure management, including setup, maintenance, and troubleshooting of hardware and software applications, while providing advanced technical support to users, and efficiently managing service ticket queues to meet business objectives.
- Spearheaded prompt system upgrades post-new releases, ensuring organizational alignment with cutting-edge technologies, while optimizing functionality and minimizing downtime.
- Managed Access Control systems, including Solus and Hikvision face recognition, ensure secure and seamless access management.
- Oversaw facilities and equipment maintenance for critical infrastructure, including server rooms, boardrooms, and video conferencing (VC) equipment, guaranteeing optimal functionality to meet organizational requirements.
- Collaborated with vendors to procure hardware, software, and licensing agreements, implementing cost-effective solutions aligned with organizational needs.
- Responding to incidents and problems, system monitoring, and availability.
- Troubleshooting the issue resolution of OS and network stack incidents. Completing the service requests.
- Providing day-to-day support and troubleshooting for production and development systems.
- Troubleshoot system issues, plan for future capacity, and monitor system performance.
- Basic VMware usage for troubleshooting and operation, Citrix access management.
- Engineering, software troubleshooting, and installation.
- Provided exceptional customer service through clear communication and timely updates on ongoing issues, resulting in positive feedback from clients.
- Collaborated with cross-functional teams to address complex technical issues, reducing ticket escalations.
- Supported application upgrades and migration projects, ensuring minimal disruption to end-users during implementation phases.
- Improved customer satisfaction by efficiently resolving L2 support tickets within the designated timelines.
- Acted as an escalation point for L1 Support Engineers, providing guidance and expertise when solving more complex cases.
- Ensured adherence to ITIL standards when handling incidents or implementing changes within the company''s infrastructure.
Education
Bachelor Of Computer Application - Computer Science
Kle
Bengaluru, India09-2020
Skills
Active Directory
Office 365 Administration
Microsoft Intune Portal
DNS&DHCP
ITIL
IAM
Okta
Cisco Any Connect
MAC Support
Security policy development
Single Sign-on solutions
Cloud IAM solutions
IAM system migration
Multi-factor authentication
Certification
Oracle
Interests
Travelling, Football, Music
Accomplishments
- Resolved product issue through consumer testing.
Timeline
Technical Support Engineer L1 and L2
WISSEN INFOTECH PRIVATE LIMITED
12.2023 - 01.2026
L2 Support Engineer
Inspirisys
03.2023 - 12.2023
Infrastructure Administrator
GRASSROOTS PRIVATE LIMITED
10.2021 - 04.2023
Bachelor Of Computer Application - Computer Science
Kle
Technical Competency
- Operating Systems
- Windows XP, 7, 8, 10 ,11
- MAC OS
- Linux
- Networking Protocols
- TCP/IP, UDP
- DNS, DHCP
- BGP, OSPF, EIGRP, RIP
- LAN/WAN Technologies
- Ethernet, VLANs
- STP - MPLS, VPN, VRF
- Familiar Devices
- Access Points Cisco, Aruba
- Laptops Lenovo,HP,Dell
- Printers & Scanners HP
- VC Devices Logitech,Polycom,Jabra
- IAM
- Azure AD