Rishallan Kanagaraja

• Provided production application support for Zurich insurance systems, handling
incidents related to policy issuance, renewals, cancellations, endorsements, and
client data updates.

Project
• Provided 24x7 production support for BSS/OSS platforms in a live telecom
environment, handling incident triage, service health checks, and operational
execution.
• Managed incidents via OTRS, prioritizing based on business impact and SLA, and
escalating with technical findings where required.
• Monitored system performance and service availability using Nagios and log
analysis, identifying anomalies and recurring issues.
• Executed scheduled operational services and batch processes during night shifts
to ensure billing and service continuity.
• Supported ITSM processes including incident, change, availability, and SLA
management.
• Analyzed operational data and extracted information using SQL to support
reporting and validate system behavior.
• Maintained and updated SOPs and operational documentation to standardize
incident handling and reduce repeat issues.
• Prepared and shared shift-based operational and billing reports with
stakeholders, ensuring visibility into system status.

• Delivered L2-L3 infrastructure and platform support for enterprise clients across
banking, aviation, energy, and government sectors.
• Designed, deployed, and supported virtualized environments using VMware ESXi
and JumpServer, including segmented Internal and DMZ networks.
• Implemented and supported proxy and load balancing solutions using Artica
Proxy and Netgate appliances, optimizing traffic flow and availability.
• Configured PAC (Proxy Auto-Configuration) files, ACLs, and routing policies to
meet client security and performance requirements.
• Troubleshot complex production issues including packet loss, DNS failures, node
synchronization problems, and traffic overload scenarios.
• Performed Linux and Windows Server administration, including OS installation,
static IP configuration, kernel tuning, and service optimization.
• Deployed monitoring solutions (CheckMK, Hatop) and dashboards to provide
real-time visibility into system performance and capacity.
• Planned and executed server installations (HP DL360/DL380), iLO configuration,
firmware upgrades, RAID setup, and Windows Server 2022 deployments.
• Supported Active Directory administration and integrated AD with network access
controls (e.g., ClearPass) for VLAN authentication.
• Participated in change management activities, including hardware upgrades,
patching, failover testing, and rollback planning.
• Engaged directly with enterprise clients (e.g., Hong Leong Bank, KLIA, Canon,
JUPEM, Sapura Energy), presenting designs, performance reports, and
improvement recommendations.
• Produced technical documentation, SOPs, and post-implementation reports to
support audit readiness and operational continuity.

• Provided enterprise-level hardware and deskside support for end-user computing
environments, including desktops, laptops, servers, and peripherals.
• Diagnosed and resolved hardware, firmware, and BIOS-level issues on Dell
systems, performing component replacements and system recovery as required.
• Coordinated with third-party vendors and internal teams to ensure timely
resolution of hardware incidents and minimize user downtime.
• Supported IMAC activities (install, move, add, change) for PCs, servers, and
network-connected devices in production environments.
• Performed system testing and certification of hardware, operating systems, and
applications prior to deployment.
• Identified recurring hardware and configuration issues, escalating trends and
recommendations to improve stability and reduce repeat incidents.
• Maintained IT asset inventories and lifecycle records, ensuring accurate tracking
and compliance with organizational standards.
• Supported small-scale infrastructure and hardware refresh projects, assisting
with deployment planning and execution.
• Created and maintained technical documentation and user guides, ensuring
adherence to security and operational protocols.
• * Worked cross-functionally with contact centers, users, and technical teams to
ensure service continuity and customer satisfaction.

• Provided enterprise desktop and infrastructure support for the Ministry of
Education Singapore, supporting a large-scale government ICT environment.
• Supported server hardware and operating systems, including commissioning,
decommissioning, and resolution of hardware-related incidents.
• Configured and troubleshot VPN access (Cisco AnyConnect) and supported
network connectivity across wired and wireless environments.
• Administered Active Directory user accounts, groups, and access controls,
resolving domain-related issues and permission conflicts.
• Supported Group Policy administration and system patching to maintain
endpoint compliance and security standards.
• Monitored backup operations and endpoint security using Trend Micro, reviewing
Event Viewer logs to identify potential issues.
• Resolved incidents related to M365, SharePoint, network printers, certificates,
and policy updates within SLA timelines.
• Managed network drives and file-sharing permissions to ensure secure and
reliable access for users.
• Monitored endpoint security posture and compliance using ClearPass OnGuard.
• Utilized ticketing systems (e.g. Ssoe2) to manage incident triage, resolution,
escalation, and documentation.
• Installed and maintained virtual clients and supported application and program
updates.