Ashish Varughese
Toronto,ON
Summary
Organized Systems Engineer skilled in developing product testing procedures and monitoring production to maintain quality and efficiency. Frequently commended for creative problem-solving and continuous improvement contributions. Throughout career spanning 18 years, demonstrated strong aptitude crafting and deploying critical software, overseeing installation security and maintaining complete system effectiveness.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Systems Engineer
Mckesson Corp (Contracted by TCS)
06.2023 - Current
- Testing, troubleshooting, and diagnosing root-cause analysis
- Provide Technical support with users and resolve issues while meeting SLA requirements
- Escalate issues to next level support if needed
- Follow ITIL and Lean procedure
- Provide required technical support with advanced product knowledge
- Project management for various IT project all year around
- Using technical expertise for information management
- Desktop support using analytical skills along with problem-solving skills to help desk top users resolve issue
- Operational checks on regular basis and update KB
- Help automation of information to users
- Provide IT support and Cell phone support following set process flow
- Provide both hardware support and desktop support keep ITIL procedure and practices' in mind
- Installations/Moves/Adds/Changes (IMACs)
- Provide Technical support while keeping customer satisfaction in mind
- Manage system configuration with industry standards
- Do desktop hardware upgrade and also some lifting when needed
- Manage customer interaction without further escalations
- Resolution of tickets following ITIL process using analytical skills
- Manage asset lifecycle and make necessary adaptable changes as and when required
- Help troubleshoot booth IOS and windows operating systems through both face to face and via remote access
- Installing software via SCCM / MECM, troubleshooting issue if installation fails and resolve them effectively in timely manner
- Mentor and provide right education to juniors as and when need
- Update technical manuals with help for technical writing skills to manage in information technology department
- Using problem solving and critical thinking skills to resolve user issues
- Assigning Security Group in AD for new / existing users, Creating / Managing Email Distribution Lists, Exchange Server Admin Knowledge, Handling Onboarding / Offboarding requests in AD
- Collaborated with cross-functional teams to deliver innovative solutions for business needs.
- Worked with stakeholders to determine implementation and integration of system-oriented projects.
- Mentored junior engineers in advanced concepts, fostering professional development within team.
- Troubleshot hardware components to identify root causes of malfunctions, reducing equipment downtime substantially.
- Created rigorous testing protocols that ensured optimal system functionality before deployment.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
Systems Engineet
Cyberone Alarms
03.2019 - 06.2023
- Provide face-to-face service for customers as required on-site at corporate office locations in Greater Toronto Area
- Log requests, follow up on outstanding items and provide instructions and status updates to users in clear, professional manner (written and verbal)
- Investigate and resolve issues using internal resources as well as conducting research from sources publicly available
- Determine scope of user issues and escalate to applicable team when appropriate following Incident Management Process
- Update technical knowledge base
- Manage user pager network and provide updates as and when needed
- Meet SLA deadlines and provide accurate solutions to resolve issues in minimum TAT
- Manage and assign service tickets, create incident reports accordingly
- Prioritize and manage multiple requests based on urgency and scope of issue
- Assist other teams with desk moves and deployments
- Helpdesk support for Adobe and MS office suite
- Workflow updates for end user training and help desk support
- Work as team and help determine scope of user issues and escalate to applicable team or manager when appropriate
- Monitor queues and maintain service levels and wait times
- Maintain and promote within team high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information provided
- May be asked to assist in handling call escalations from customers when appropriate and escalate to management when necessary
- May be asked to serve as escalation and consultation point for other End User Support Specialists on team
- Maintain team knowledge base, ensure internal resources about processes, systems and devices used by company are up to date
- Make user that service delivery to users are done as per information technology department policies
- Represent Service desk and attend meetings when delegated to do so
- Assist with recording metrics and tracking performance of team
- Self-directed and self-motivated for project management
- Assist Service Desk manager with onboarding and training of new hires
- Assist in planning, development, review and indexing of new materials and programs for training
- Maintain knowledge and help keep internal resources about Services and Applications up to date
- Share knowledge to team as it becomes available using appropriate tools
- Accurately & timely logging of problems & resolutions for assigned tickets in CRM tool
- Implemented IT infrastructure upgrades, ensuring minimal downtime during transition process.
- Improved system performance by identifying and resolving technical issues in timely manner.
- Assisted employees with resolving network problems at remote locations.
- Coordinated with stakeholders throughout all stages of project lifecycle from inception to completion.
- Delivered helpdesk service and support to customers.
- Completed software updates and assessed security patches for optimized computer use.
- Oversaw development and maintenance of organization computer systems and intranet.
- Managed and monitored installed systems for highest level of availability.
- Managed use of various types of databases and configured, installed and upgraded new ones.
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Improved and deployed billing automation, accounting and real-time reporting and analytics capabilities.
- Configured, installed, and upgraded SQL databases.
ERP Analyst
Cheltech Corporation, India
01.2013 - 05.2018
- Played key role in driving company growth by providing insights obtained from analyzing data within ERP system.
- Served as liaison between end-users and technical support teams, ensuring quick resolution of any issues encountered during daily operations involving use of organization''s ERP platform.
- Maintained comprehensive documentation related to all aspects of organization''s ERP platform, ensuring ease of reference for future troubleshooting efforts or system updates.
- Increased user adoption rates through comprehensive training sessions and ongoing support for ERP software users.
- Exhibited strong problem-solving skills when troubleshooting issues related to operation or performance of organization''s ERP platform.
- Reduced operational costs by optimizing use of available resources within ERP system.
- Assisted in successful migration of legacy systems to new, more efficient ERP platform.
- Contributed to reduction in manual processes across multiple departments by automating workflows using built-in functionalities of ERP software.
- Contributed to successful completion of numerous high-profile projects by providing accurate and timely data analysis generated from within ERP system.
- Actively participated in regular review meetings with management, sharing valuable feedback regarding areas where improvements could be made within organization''s enterprise resource planning strategy.
- Supported long-term business growth by identifying opportunities for scalability within existing ERP infrastructure, as well as making recommendations for additional tools or modules that would further streamline operations.
- Minimized downtime during critical business periods by proactively monitoring system performance and addressing potential issues before they escalated into larger problems.
- Kept stakeholders informed regarding project statuses and potential roadblocks, facilitating smooth navigation through various stages of implementation for new or updated ERP modules.
- Streamlined data management tasks by consolidating information from various sources into ERP system.
- Enhanced ERP system efficiency by identifying opportunities for process improvement and implementing necessary changes.
- Implemented effective security measures to protect sensitive company information stored within ERP system.
- Optimized production scheduling processes through skillful manipulation of available resources within organization''s chosen enterprise resource planning toolset.
- Developed customized reports using advanced reporting tools, allowing stakeholders to make informed business decisions based on accurate data analysis.
- Collaborated with cross-functional teams to ensure seamless integration between existing software applications and newly implemented ERP modules.
- Improved data accuracy within ERP system by developing and enforcing strict data entry guidelines for all users.
- Managed customer expectations and relationships through easily understood explanations and clear communication.
- Implemented new ERP systems based on accounting requirements and user needs, assisting with system builds, testing and deliverables.
- Supported smooth launch and user experience through functional end user testing and interface testing.
- Taught end users to navigate ERP system by developing and presenting training sessions.
- Assisted customers with assessing and defining key business processes, policies and procedures.
- Identified and resolved defects by developing test strategies, testing tools and test scripts.
- Met project goals on time and within budget constraints by managing implementation project activities, adhering to deployment standards and monitoring project schedules.
- Coordinated data conversion activities with internal and customer resources.
- Integrated Plex, SAP, Oracle, Microsoft Dynamics and other ERP systems to connect with applications and data sources.
- Delivered individualization by working with clients to gather business requirements.
- Aided marketing initiatives by contributing technical and marketing content.
- Coordinated data conversion with internal and customer resources.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Collaborated with upper management to drive strategy and implement new processes.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Developed diagrams to describe and lay out logical operational steps.
Application Support Analyst
National Bonds Corporation
03.2006 - 03.2014
- Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
- Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Optimized system performance through routine maintenance tasks such as database backups, log file reviews, and server health checks.
- Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
- Documented procedures for troubleshooting common issues, contributing to a more efficient support process.
- Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
- Provided comprehensive training for users to ensure smooth adoption of new applications and features.
- Supported end-users in navigating complex applications, guiding them through features and functions while troubleshooting issues as needed.
- Continuously updated technical skills through training sessions, industry certifications, and participation in relevant conferences to provide top-notch support for evolving technologies.
- Contributed to application testing efforts, identifying defects and collaborating with developers on fixes prior to release.
- Used JIRA to track, maintain and update trouble tickets.
- Participated in on-site requirements gathering sessions and translated client requirements to determine project scope.
- Evaluated vendor-provided solutions against business requirements ensuring optimal product selection based on functionality fitment.
- Assisted in the development of user guides and knowledge base articles for increased self-service capabilities.
- Advised project teams on best practices for application support, contributing to the success of numerous projects and implementations.
- Collaborated with cross-functional teams to develop, test, and implement software updates and patches.
- Developed custom scripts for automating routine tasks resulting in increased efficiency within the team''s daily operations.
- Accommodated delivery challenges specific to SaaS delivery environment
- Translated client requirements into configuration requirements.
- Demonstrated advanced knowledge of software delivery lifecycle and varied delivery methodology.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Collaborated with upper management to drive strategy and implement new processes.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Developed diagrams to describe and lay out logical operational steps.
- Re-engineered existing computer systems to promote ease-of-use and improve system security.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Offered input for complex documents to support client-ready final versions.
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
- Developed and maintained effective client communications to guarantee client satisfaction and improve client retention by [Number]%.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
- Reduced downtime by implementing robust monitoring tools that identified potential problems before they became critical.
- Maintained strong knowledge of third-party risk management within vertical industry.
- Implemented effective change management processes to minimize disruption during software updates or migrations.
- Streamlined support processes for improved end-user experience and reduced resolution times.
- Participated in on-site requirements gathering sessions.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
Education
Bachelors -
Southern New Hampshire University, USA
Manchester,NM01.2006
Skills
- Project Management
- Virtualization Technologies
- Hardware Configuration
- Proficient in ServiceNow
- Troubleshooting
- ITIL framework knowledge
- Network Administration
- Systems Analysis
- Technical Support
- Hardware and software installation
- User Support
- Technical Analysis
- Technical Support
- Hardware and software installation
- User Support
- Microsoft Exchange
- System Testing
- Performance Tuning
Certification
- ITIL foundation
- AZURE Administrator 104
- Servicenow Admin
Languages
English
Native or Bilingual
Timeline
Senior Systems Engineer
Mckesson Corp (Contracted by TCS)
06.2023 - Current
Systems Engineet
Cyberone Alarms
03.2019 - 06.2023
ERP Analyst
Cheltech Corporation, India
01.2013 - 05.2018
Application Support Analyst
National Bonds Corporation
03.2006 - 03.2014
Bachelors -
Southern New Hampshire University, USA
- ITIL foundation
- AZURE Administrator 104
- Servicenow Admin
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