IT Support Engineer (Senior)
CORNERSTONE ONDEMAND
Total years of experience :12 years, 6 Months
• Led and mentor a team of six individuals in the Service Desk, providing efficient and professional IT support for a wide range of issues. Created regional Snow dashboard to check the ticket response and resolution time.
• Collaborated with IT leads in EMEA and AMER region to share best practices, resolve cross-regional issues and for Knowledge sharing sessions.
• Acted as the primary escalation contact for IT issues to provide swift resolution and minimizing downtime.
• Worked with Global Engineering team for support and implementation of IT related activities as per guidelines and configuration and deployment of IT assets.
• PowerShell scripting to work on Active directory and Microsoft 365 requirements.
• Acted as an IT lead for APAC site and coordinated with Facilities, Vendor and internal team for office shifts or any issues pertaining to regional offices.
• Regularly audited support tickets, evaluated adherence to process and identified areas of improvement.
• Worked as part of executive leadership support team to support all the C level executives adhering to the response and resolution SLA
• Worked on multiple projects like System Migration, AD cleanup, Data migration from Google workspace to One drive etc,
• Delegated specific service desk responsibilities to team members to create specialization and increase service delivery pace.
Served as IT Business Engineer for Majid Al Futtaim, UAE.
• Developed reports based on customer requirements, programming SQL queries to pull data from SQL server.
• Created Google App script for some repetitive task and reports.
• Worked on issues raised in Service Now ticketing system, supporting Applications and Windows server infra for about 300+ stores across Middle-east.
• Managing Windows Server hosted across multiple locations across Middle East.
• Collaborated with other IT teams to ensure that incidents are resolved in a timely manner.
• Monitor and schedule daily backups of servers and Database (SQL).
• Coordinated with internal team in creating new products and promotions in the Application.
• Liaised with vendors regarding application, hardware issues and performance to ensure that service delivery is aligned with business needs.
• Root cause analysis of issues, Continuous Improvement, documented assets, procedures, security etc
• Working on IT infrastructure with Windows 2008 and 2014 servers on DELL PowerEdge R410, ADS on virtualizations with VMware V-center 4.1, Microsoft terminal Services, Hyper-V Server for virtual machines, Exchange 2010 standard email server, Dell EqualLogic PS 4000XV storage systems with capacity over 9 TB
• Proficient with general office software.
• Dell EqualLogic PS 4000XV storage systems with capacity over 9 TB
• VPN connectivity for the Branches where remote accessibility is provided through Windows Terminal Services
• Internet access control integrated with ADS through Firewall Fortigate
• ERP -Microsoft Great Plains-2013 with SQL 2008 Standard Database.
• Convenient stores with Focus Retail Management POS Systems.
• Provided hands on support to end users
Provided quality engineering support and management to a diverse array of projects for private customers; applied strong analytical, organizational, communication and interpersonal skills to achieve successful project completion
Maintenance of connectivity .
Configuration, troubleshooting of switches and routers.
Troubleshooting system related issues (windows desktop clients/Network printers and scanners), TCP/IP troubleshooting
Installation and maintenance of office network
Performed various Operating System Installation, Configuration, Verification, Troubleshooting and Testing of Networks and other Computer Accessories.
Monitors the network using utilities like Cisco LMS, free ping etc.
Configuration and troubleshooting of ADSL wireless routers
Approached all assignments in a proactive manner, adhering to industry standards and practices; provided research and development to anticipate issues
Performed other duties as assigned.
Electronic engineering, is an engineering discipline where non-linear and active electrical components such as electron tubes, and semiconductor devices, especially transistors, diodes and integrated circuits, are utilized to design electronic circuits, devices and systems, typically also including passive electrical components and based on printed circuit boards, as well as transmission of information across a channel such as a co-axial cable, optical fiber or free space.
SECONDARY SCHOOL LEAVING CERTIFICATE FROM KERALA BOARD
HIGHER SECONDARY CERTIFICATION FROM M.G.M HSS ,THIRUVALLA IN SCIENCE STREAM , WHICH DEALS WITH PHYSICS, CHEMISTRY, BIOLOGY AND MATHEMATICS.