Sidheeque Puthiyapura

Provide advanced technical support for the end users via Onsite/Call/ Remote Support including POS / RF ID. troubleshooting hardware and software issues, network connectivity problems, and system errors

Provide 24/7 technical support for 8000+ users for FIFA World Cup 2022 via Onsite/Call/ Remote Support - Responsible in troubleshooting basic end-user issues related to Windows OS workstation machines and MacOs devices

Provide First Level Support for VPN, MS Azure MFA, Citrix Receiver, , Adobe Admin Console, SCCM, AD, MS Teams MS Laps, Laserfiche, Blackberry MDM, Trend Micro, Manage Engine

Performs troubleshooting in Organization Unit for machine hostnames and users. Performs troubleshooting of user accounts in Active Directory.

Perform all task staff on-boarding / off-boarding process, AD User account creation, group assignment, user management

Ensure all incoming Incident/Service are logged or register in Service Manager Tool, categorizing and prioritizing them in line with team

Manage Engine application as tool for handling ticketing system

Ensure proper documentation of all issues raised and resolved

Uses SCCM application as tool for handling remote support and generating reports related to all Workstation/VDI joined to the Domain.

Responsible in coordination of workstation software/hardware related issues to vendor
Support in TME Encryption, Lina Backup software’s, Cisco Any Connect Configurations and Any Connect VPN Setup.

KEY DELIVERABLES

IInvolved in the installation, configuration and administration of supports complex server- based systems; recommends and deploys server Hardware and software, including operating systems. Applications, and patches to support the operations

Remote administration and management of customer premises devices

Working on incident management & resolving various issues in ADS, DNS & DCHCP (creation of scope, adding exclusion etc.).

Implementing new group policy change in AD through change management process

Responding to technical support calls from end users of computer and software application

Install server hardware and components including disks, memory and other components as assigned, models and tests changes to production systems accordingly

Patch management, Desktop center (Client and Server)

Operates various office equipment as assigned including a computer and assigned software.

Responsible in coordination of workstation software/hardware related issues to vendor

Provide day-to-day IT Support for the end-users within the IT Infrastructure Operations. Resolving incidents related to workstations

Follow-up Incident/Service request to the concern team to update the ticket status.

Handles FIFA ARABCUP 2021 HCM, Stadium Networks and NCC IT Equipment’s.

Responsible in all laptop troubleshooting, from Software to hardware.

Monitoring, access administration and related workstation tasks based on agreed targets.

Resolving Technical issues at Level 1 & L2(Incident and Service request)

User Management (AD), Implementing new group policy change in AD through change management process

Server Patch Management

Desktop Level troubleshooting

Server / Switch and other hardware monitoring
Advanced Desktop Level troubleshooting

Prepare a detailed report on the plan of action for the existing tickets for the next Shift.

Ticket Creation and Monitoring ticket queue using We care tool Analyze problems with the service and Managing File servers and providing access on shared folders.

Working on SCCM & WSUS tool for Microsoft hotfix deployment

Analyzing OS related error, events & memory dump file etc.

Managing windows backup also worked on Tivoli Storage Manager

System Administrator