Praveendas Payangapadan Veetil

Provided remote and on-site technical support for Phygrid's suite of retail
digitalization solutions including Digital Signage, Queue Management, Selfservice
Checkouts, People Counter, Smart Mirror Photobooth and Smart
Kiosks.
• Diagnosed and resolved hardware and software issues across Phygriddeployed
devices, ensuring minimal downtime for retail clients
• Managed and tracked customer support tickets end-to-end using Jira,
ensuring timely resolution and SLA compliance
• Logged and monitored internal product bugs and feature requests
through Linear, collaborating with the product team for swift issue
escalation and resolution. Confluence for Documenting the process.
• Assisted in the installation and configuration of Phygrid edge-native
devices and applications across retail environments with phygrid console
marketplace.
• Documented support procedures, troubleshooting guides, and resolution
notes to build a knowledge base for recurring issues
• Supported clients in configuring and managing Phygrid apps such as
People Counter for footfall analytics and Queue Management for
optimized customer flow
• Assisted in testing and validating new Phygrid app releases before clientfacing
deployment
• Supporting Media players, RFID, KIOSK Machines, Ticketing systems,
Digital Displays, Thermal Printers, Tizen TV, and its related applications.
• Installation, configuration and managing Fortinet firewall and monitoring
network security and performance.
• Assist in the administration and support of an enterprise-level Microsoft
Teams, Google WS, mobile access, SharePoint (sub sites, lists, libraries,
and content) For onboarding employees and users
• Diligent troubleshooter, providing onsite and remote IT technical support
for all clients as per ITSM and traveling to other sites if required, resolving
L1& L2 support level calls from end users in Windows, Linux and MAC OSX
environments.
• Demonstrated expertise in MS Windows Operating Systems, macOS, MS
Office Suite, Linux, and SSH/SFTP applications. Proficient in managing LAN
hardware and software, PC hardware.
• OCS Server Deployment on Ubuntu Server with Client Configuration.
• Managed Avaya IP Manager for user and extension configurations.
• Monitoring and Managing ARM and X64 Based device from console
• Flashing devices with latest PhyOS and adding the device app console
• Worked within a DevOps environment, supporting rapid infrastructure
deployments in collaboration with software development teams.
• Supported 24/7 IT operations including proactive monitoring, incident
response, and service restoration activities.
• Administered cloud-based systems including installation, configuration,
patch management, and security administration.
• Monitored applications and infrastructure to ensure high availability,
performance, and operational stability.
• Managed incidents and problem resolution activities within defined SLA timelines.
• Performed software deployments, system upgrades, and infrastructure enhancements.
• Supported technologies including Docker, Claude Code, Cursor, AI Tool
• Supported enterprise application environments involving Java-based applications, VB applications, and GitHub repositories.
• Installed, configured, administered, and maintained Windows and Linux servers.
• Assisted in network administration, troubleshooting, and operational support activities.

• Providing Remote, Phone, Email, Chat support for the application of Al
Futtaim Automotives, Retail Business, Medical, School, Hotel, Hospitals
and Clinics, Construction and Engineering groups and resolving
complex issues raised by the clients.
• Point of Sales systems (Micros, HP, NCR) with Retail Package
application, Bartender, Optical Barcode Scanners, CCTV, Biometric
Devices, IPAD, iPhone, iPOS, Embedded Devices, Panasonic Toughbook
and Tough pad Devices, Motorola Android and IOS devices installation,
Maintenance and troubleshooting, Vendor coordination for hardware
related issues and making follow ups with escalated issues.
• Integrated applications with MS Intune for managing MDM devices,
including JAMF Pro for Mac, by assigning roles, configuring policies, and
ensuring device compliance for seamless deployment and security.
Managed file servers by mapping drives and creating users in Azure
AD. Led the O365 client migration project, aligning customer
requirements with business objectives.
• Tracking infrastructure assets as well as ensuring the security of
infrastructure assets and applications with Lansweeper.
• Monitor and maintain configuration, customization or update of SAP
application and related components and other Business Applications
• Hardware support, including desktops, thin clients, laptops, iPads,
iPhones, Android devices, printers, multi-function copiers, multimedia
equipment, and wireless devices.
• Avaya and Alcatel IP telephone configuration through patching the PoE
switch, along with Poly Studio setup for video and audio conferencing.
• Cisco router and switch installation and configuration, as well as Cisco
ASA router for VPN and firewall configuration.
• Kitchen, Food and beverages IT Support with Syrv Application Mgmt.
• Automotive Call center Support with Genesys cloud management and
applications, creating users, groups, change ownership, licensing etc..
• Fasttrack, HDS, Techstrem, Incadia Application support on Automotive
• Application support on Autodesk, Revit, Rhinoceros, PMS Management
and applications with licensing also plotter maintenance on Alfuttaim
Real Estate and Construction and Yardi Property Mgmt. App Support.
• Alfuttaim Health Care Support for Hospitals, Clinics, and Medical Shops
applications like HIS, MS Dynamics 365 and Oracle Apps.
• Data Backup and Restore with Veeam Backup Solution Including File
Server Management.
• Jeppesen Flight Planning, Rocket Route, Ramco Aviation Software, TRAX
Maintenance Mgmt. Application Support on Alfuttaim DC Aviation.

• Windows XP, Windows 7, 8 and Windows Server Installation with
Modified Applications
• Installation and Configuration of Various Bank Applications like Omni
capture, Right Fax, Crystal Report, Islamic Banking Applications,
Reuters ikon, Bloomberg Terminal, Meta Trader, Refinitiv Ikon, Risk
Metrics.
• Flex cube, Bank Master, Jarfalla (cheque Printing), ICCS (cheque
Scanning) Installation and Configuration

• Installation of Red hat Linux Server, Ubuntu Servers in VMWare and in
Real Servers
• Backup through Legato Networker in Tape Drives from the File Server
(SAN Device)
• Citrix Server Monitoring, Citrix Printer configuration and Problem
resolving
• Installing F-Secure Client Security on Client Systems and also F-Secure
Antivirus Server on Linux Server, Windows Server and configurations
with monitoring Antivirus Server.