Listening Music
Visakh M
IT
Thrissur
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality. Seasoned Technical Support Engineer versed in aiding customers with implementation of emerging technology. Expertise in mobile app development and cloud-based computing solutions. Over 2 years in software support in global environment. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
3
3
Languages
Work History
Senior Infrastructure Engineer
H And R Block Pvt Ltd
Trivandrum
02.2022 - Current
- Established network specifications and analyzed workflow, access, information and security requirements.
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Served as subject matter expert on proposed technology purchases.
- Managed onboarding and offboarding of employees.
- Worked with users to determine areas of technology in need of improved usability.
- Monitored temperature and power draw to immediately detect faults and failures.
- Implemented corrective plans of action for network availability and latency.
- Completed reports detailing network and systems performance and downtime issues.
- Provisioned new software and hardware for use, following established security policies.
- Evaluated software products to determine compatibility with existing systems.
- Installed and configured network printers and other peripheral devices.
- Planned and implemented upgrades to system hardware and software.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Diagnosed and resolved hardware and software issues.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Monitored networks and network devices to resolve technical problems quickly.
- Developed and documented network policies, procedures and standards.
- Automated data collection activities to increase productivity.
- Delivered helpdesk service and support to customers.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Documented system configuration, mapping and processes.
- Optimized networked software and operating systems by applying updates and patches.
- Conducted end-user reviews for modified and new systems.
- Created flowcharts, diagrams and other documentation.
Senior Infrastructure Analyst
Speridian Technology Pvt Ltd
Trivandrum
04.2020 - 02.2022
- Analyzed and maintained system and application performance.
- Supported IT operations for corporate headquarters and nationwide locations.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Re-engineered existing computer systems to promote ease-of-use and improve system security.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as primary point of contact for support relating to owned solutions and products.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Maintained response times to support business continuity.
- Documented faults and bugs for referral to development staff for use in updates.
- Delivered Tier-3 support and SME input to internal and external customers.
- Performed root cause analysis of reported issues to enact corrections.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Researched new tactics to better hone responses and shorten remediation times.
Senior System Administrator
Lotus Interworks Inc
Ernakulam
09.2019 - 04.2020
- Standardized job tasks and trained junior team members on industry best practices and standards.
- Completed reports detailing network and systems performance and downtime issues.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Adopted cost-effective, useful solutions to implement into current systems.
- Worked with users to determine areas of technology in need of improved usability.
- Diagnosed and executed resolution for network and server issues.
- Maximized system availability through development and testing of contingency plans.
- Diagnosed and resolved hardware and software issues.
- Evaluated software products to determine compatibility with existing systems.
- Planned and implemented upgrades to system hardware and software.
- Installed and configured network printers and other peripheral devices.
- Researched and recommended new technologies and strategies for improving system performance.
- Monitored networks and network devices to resolve technical problems quickly.
- Developed and documented network policies, procedures and standards.
- Analyzed network traffic and performance metrics to optimize system performance.
IT Services Support Specialist
Manappuram Foundation
Thrissur
05.2016 - 12.2017
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Configured hardware and granted system permissions to new employees.
- Monitored systems in operation and quickly troubleshot errors.
- Promoted efficiency among departments with prompt resolution of system issues.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Created user accounts and assigned permissions.
- Assisted in development of system security protocols.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Generated reports to track performance and analyze trends.
- Installed, configured and maintained computer systems and network connections.
- Helped streamline repair processes and update procedures for support action consistency.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Tested new software and hardware prior to deployment.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
Education
Bachelor Of Computer Applications - Computer And Information Sciences
Teams Global Village Academy
Thrissur 04.2011 - 12.2014
Skills
Technology integration
Forward-thinking mindset
Team Building
Training and mentoring
Cloud services
Scripting skills
Network infrastructure administration
Microsoft Exchange
Customer proposals
Technical Analysis
Performance Optimization
Software Debugging
Process improvement
Internal policy compliance
Root cause analysis
Support system management
Remote Diagnostics
Customer relationship management
Technical fault tracking
Technical issues analysis
Application support
Software diagnosis
Technical documents comprehension
Staff education and training
Customer service expert
Desktop support
TCP/IP
Technological acquisitions
Offboarding and onboarding
Software change management
System upgrades
Technical education
Server maintenance
Technical specifications
Hardware provision management
Hardware and software installation
Program installations
Programming
Technical Support
IT Management
Troubleshooting
System Engineering
Certification
CCNA - Cisco Certified Network Associate
Interests
Learning About New Technology
Stock/Forex Trading
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Microsoft Certified Azure Fundamental
07-2022
Senior Infrastructure Engineer
H And R Block Pvt Ltd
02.2022 - Current
Oracle Cloud Infrastructure Architect Associate
05-2020
Senior Infrastructure Analyst
Speridian Technology Pvt Ltd
04.2020 - 02.2022
Oracle Cloud Infrastructure Foundation
04-2020
Oracle Autonomous Database Cloud
04-2020
Senior System Administrator
Lotus Interworks Inc
09.2019 - 04.2020
IT Services Support Specialist
Manappuram Foundation
05.2016 - 12.2017
CCNA - Cisco Certified Network Associate
04-2015
Bachelor Of Computer Applications - Computer And Information Sciences
Teams Global Village Academy
04.2011 - 12.2014