nidhin narendran

Responsible for coordinating and implementing new applications, and upgrading OS in Etihad Airways offices globally. Serving as the point of contact for escalations and effectively communicating project status to all participants. Creating and maintaining comprehensive project documentation, plans and reports. Serving as a site administrator for mobile devices. Coordinating with vendors and deploying Field Engineers to remote offices. End user specialist in diagnosing and resolving desktop/laptop hardware and software issues. Build/ image/ test/ deploy corporate desktop/laptops/citrix machines.
Project achievements: Successful deployment of bluecoat and big fix application to all outstation end users. Successful completion of laptop/desktop refresh for corporate end users. Windows 10 deployment for all corporate end users in Etihad Airways UAE.

Administered and managed front line phone support to corporate end users to resolve technical issues. Managed all incident and service requests. Monitored, reported and documented all major incidents impacting the business to the management. Was responsible for the closure of all incident /service requests within the SLA. Categorized and prioritized the incident/service request. Managed end user accounts & services and set permissions in Active Directory. Responsible for sending out communications for planned/unplanned downtime affecting the business. Delegated tasks, reviewed code to conform with standards.
Key Achievements: Contributed to the successful implementation of citrix and sabre applications within Etihad Airways.

Served as the first point of contact for all IT related issues. Provided basic level support to end users and escalated more complex tickets to higher tier or management. Accurately diagnosed causes for hardware and software related tickets. Responded to incoming calls and emails received as tickets and routed them to appropriate team. Performed software installations. Supported end users via various remote administration tools for IT solutions. Reported all major incidents to supervisor. Liaised with vendors regarding hardware and applications related concerns.
Key Achievements: Promoted to Service Desk Supervisor within 2 years of joining for outstanding performance in various projects undertaken.