Summary
Overview
Work History
Education
Skills
Certification
References
Languages
Timeline
Generic

Maheshkumar Ramadoss

Calgary,AB

Summary

Dedicated and experienced Infrastructure Analyst with over 16 years of hands-on expertise in designing, implementing, and maintaining complex IT infrastructure systems. Proven track record of optimizing network performance, ensuring data security, and driving operational efficiency. Seeking to leverage extensive experience and technical skills to contribute effectively to a dynamic organization.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Infrastructure dedicated support IT lead

TCS
01.2020 - Current
  • Lead a team of technical support specialists in providing timely and effective assistance to end-users, ensuring high levels of customer satisfaction
  • Develop and implement support strategies, policies, and procedures to streamline workflows and enhance service delivery
  • Identify training needs and provide coaching and mentorship to team members to improve technical skills and customer service capabilities
  • Collaborate with cross-functional teams to prioritize and escalate critical issues, ensuring prompt resolution and minimal disruption to business operations
  • Manage service desk operations, including ticketing systems, knowledge bases, and performance metrics, to monitor and improve support performance
  • Conduct regular performance reviews and provide feedback to team members to promote continuous improvement and career development
  • Provided advanced technical support and troubleshooting for hardware, software, and network issues, resolving complex problems efficiently and effectively
  • Served as a subject matter expert on various technologies and systems, assisting both end-users and internal IT teams with technical inquiries and issues
  • Contributed to the development and maintenance of support documentation, including FAQs, knowledge base articles, and troubleshooting guides
  • Assisted in the evaluation and implementation of new technologies, tools, and processes to improve support efficiency and effectiveness
  • Participated in on-call rotations to provide after-hours support for critical incidents and emergencies.

Windows 7 to Windows 10 Migration Lead

TCS
09.2018 - 12.2018
  • Developed migration strategies and timelines, coordinating with stakeholders to ensure alignment with business objectives and priorities
  • Conducted compatibility assessments for hardware, software, and peripherals, identifying and addressing potential issues prior to migration
  • Implemented automated deployment solutions using Microsoft Deployment Toolkit (MDT) and System Center Configuration Manager (SCCM), streamlining the migration process and reducing manual efforts
  • Managed user communications and training initiatives, providing guidance on migration procedures and best practices to minimize user impact and ensure a smooth transition
  • Oversaw post-migration support activities, addressing user issues and ensuring proper functionality of migrated systems and applications
  • Collaborated with IT teams and third-party vendors to resolve technical issues and escalate critical issues as needed to ensure project success
  • Conducted post-migration reviews and performance analysis to measure project success and identify areas for improvement.

Data center migration project manager

TCS
01.2018 - 08.2018
  • Led the planning and execution of a large-scale data center migration project to Azure, including assessment, planning, and execution phases
  • Conducted workload assessments and dependency mapping to identify migration priorities and risks
  • Developed and maintained migration runbooks and documentation, including step-by-step procedures and post-migration validation checks
  • Collaborated with cross-functional teams, including application owners, infrastructure engineers, and business stakeholders, to ensure alignment with project objectives and timelines
  • Conducted post-migration reviews and performance monitoring to validate success criteria and identify opportunities for optimization.

Tools Lead

01.2010 - 01.2018
  • Managed and maintained SCOM infrastructure, including server installation, configuration, and upgrades
  • Configured monitoring rules and thresholds to monitor servers, applications, and services for performance and availability
  • Developed and deployed custom management packs to extend SCOM monitoring capabilities and meet specific business requirements
  • Monitored SCOM alerts and notifications, investigating and resolving issues in a timely manner to minimize impact on business operations
  • Conducted regular performance monitoring and reporting using SCOM, identifying trends and potential issues for proactive resolution
  • Collaborated with cross-functional teams to integrate SCOM with other IT management systems and tools for improved efficiency and visibility
  • Provided technical guidance and support to junior team members and end-users, promoting best practices and knowledge sharing
  • Managed and maintained SCCM infrastructure, including server installation, configuration, and upgrades
  • Configured and deployed software packages and applications using SCCM, ensuring proper installation and compliance with licensing requirements
  • Developed and maintained software update deployment strategies, testing and deploying patches and updates to servers and workstations
  • Created and maintained OS deployment (OSD) task sequences for Windows deployment, including image creation, driver injection, and post-installation configurations
  • Monitored SCCM deployments and deployments, investigating and resolving issues to ensure successful software installations and updates
  • Implemented SCCM reporting solutions, generating and analyzing reports to track deployment status, compliance, and performance metrics.

Remote Server Support Specialist

Accenture
04.2007 - 08.2010
  • Provided remote support and troubleshooting for server infrastructure, including installation, configuration, and maintenance of servers and services
  • Monitored server performance and availability using remote monitoring tools, proactively identifying and resolving issues to prevent downtime
  • Managed user accounts, permissions, and access controls on remote servers, ensuring compliance with security policies and regulatory requirements
  • Configured and maintained backup and recovery solutions to protect critical data and applications, performing regular backups and testing recovery procedures
  • Collaborated with cross-functional teams to plan and implement server upgrades, patches, and migrations, ensuring minimal disruption to business operations
  • Provided technical guidance and support to junior team members and end-users, resolving complex technical issues and escalating as necessary
  • Documented support activities, including troubleshooting steps, resolutions, and system configurations, to maintain accurate records and knowledge base
  • Provided remote assistance and troubleshooting for server-related issues, diagnosing hardware and software problems and implementing solutions
  • Assisted in the planning and execution of server upgrades, migrations, and decommissioning projects, ensuring smooth transitions and minimal downtime
  • Conducted routine maintenance tasks, including system updates, patches, and security audits, to keep servers running smoothly and securely
  • Provided Level 1 support for Active Directory-related issues, including user account management, password resets, and group membership changes
  • Assisted in the configuration and maintenance of Active Directory domain controllers, DNS servers, and other AD infrastructure components
  • Responded to user inquiries and support tickets related to Active Directory services, resolving issues in a timely and efficient manner
  • Assisted in the implementation of group policies and security settings to enforce organizational standards and compliance requirements
  • Conducted routine Active Directory health checks and audits, identifying and addressing issues to ensure system integrity and reliability
  • Provided Level 1 support for EMC Networker backup and recovery software, including troubleshooting backup failures, resolving data restore requests, and answering user inquiries
  • Monitored backup jobs and schedules, ensuring successful completion and adherence to backup policies and service level agreements (SLAs)
  • Assisted in the setup and configuration of backup storage devices, including tape libraries, disk arrays, and cloud storage repositories.
  • Enhanced server performance by implementing regular maintenance checks and updates.
  • Reduced system downtime with proactive troubleshooting and timely issue resolution.

Education

Bachelor of Engineering -

Anna University
04.2006

Skills

  • Technical Support Leadership
  • Customer Service Excellence
  • Troubleshooting and Problem-Solving
  • Team Building and Mentorship
  • Service Desk Management
  • ITIL Best Practices
  • Ticketing Systems (eg, ServiceNow, BMC remedy)
  • Remote Support Tools
  • Hardware and Software Support
  • Communication and Interpersonal Skills
  • Solution Implementation

Certification

  • MCSE
  • CCNA
  • Azure fundamentals

References

Available upon request

Languages

English
Full Professional

Timeline

Infrastructure dedicated support IT lead

TCS
01.2020 - Current

Windows 7 to Windows 10 Migration Lead

TCS
09.2018 - 12.2018

Data center migration project manager

TCS
01.2018 - 08.2018

Tools Lead

01.2010 - 01.2018

Remote Server Support Specialist

Accenture
04.2007 - 08.2010

Bachelor of Engineering -

Anna University

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Maheshkumar Ramadoss