HARI KATHIRGAMANATHAN

Technical Support and Customer Service:

• Provide advanced support for both hardware and software to end-users.
• Analyze, research, and resolve complex escalation incidents; escalate as needed.
• Reproduce, diagnose, and analyze reported problems, formulating solutions.

Installation, Configuration, and Maintenance:

• Install, configure, and test hardware and software following standard procedures.
• Set up new equipment, maintain workstations, and provide appropriate access.
• Troubleshoot server-based computing environments and optimize performance (Citrix workspace & Virtual Desktop)

Documentation, Training, and Knowledge Management:

• Organize, and maintain a problems and solutions log for use by other technical support analysts.
• Establish resources such as knowledge-base articles and white papers.
• Train users and potentially mentor other staff members.

Infrastructure Monitoring and Support:

• Monitor infrastructure issues and resolve or escalate as necessary.
• Resolve application installation and printer issues.
• Scan the network and assist with desktop and laptop upgrades.

User Access and Device Management:

• Troubleshoot end users' Active Directory, Organizational Units, and access issues.
• Provide comprehensive support for Mac systems.
• Address RSA and Entrust issues and manage user access rights.

Mobile Device Management:

• Troubleshoot mobile configuration issues, including Voxsmart voice recorder.
• Collaborate with the wireless team to resolve mobility connection issues.
• Track end users' mobile devices and recommend upgrades when leases end or mobile OS is out of compliance. Collaborate with the wireless team to resolve mobility connection issues.

Procurement and Vendor Collaboration:

• Hardware/Software Procurement: Knowledgeable in assisting with hardware and software procurement processes, including specifications, vendor selection, and purchasing.

Virtual Meeting and Collaboration Support:

• Voice Collaboration Tools: Capable of providing support for voice collaboration tools like Webex, Zoom & MS Teams, optimizing their performance and resolving any technical issues that may arise.

Hardware and Network Troubleshooting:

• Diagnose and resolve hardware issues for various devices and peripherals.
• Troubleshoot basic network issues to ensure connectivity and performance.

Email and Office 365 Support:

• Configure and troubleshoot email clients and webmail services.
• Troubleshoot Office 365 issues and ensure seamless access to cloud-based services.

Backup, Recovery, and Messaging Systems:

• Backup and Recovery: Understanding of backup solutions and data recovery processes to ensure data integrity and continuity of operations.
• Messaging Systems: Proficient in managing messaging systems to facilitate efficient communication within the organization, ensuring reliability and security.

Remote Desktop Support:

• Proficient in providing remote assistance using remote desktop tools and virtual private networks (VPN).
• Windows Support: Experienced in troubleshooting and resolving issues related to Windows operating systems, including software installation, configuration, and performance optimization.

• Installed, configured and maintained hardware components such as motherboards, processors, memory modules, hard drives and video cards.
• Troubleshot hardware problems using diagnostic tools and software utilities.
• Performed preventative maintenance on systems to ensure optimal performance.
• Deployed new computers for users in accordance with company standards.
• Provided technical support services over the phone or through email communication with customers.
• Maintained inventory records of installed parts and equipment in order to facilitate accurate billing processes.
• Tested new products prior release into production environments by simulating real world scenarios .