Ilanchezhian Govindaraju
Montréal
Summary
Ilanchezhian Govindaraju is a results-oriented IT Engineer with 7 years of experience in IT Infrastructure Services Operations, Hardware/Network Incident Management, IT Asset Management & Procurement, and Payroll Deductions. I have developed strong interpersonal and communication skills while working with cross-functional teams, which has given me a deep understanding of business challenges and the ability to provide effective solutions to IT infrastructure-related issues.
I am skilled in utilizing automation tools and languages to create real-time business solutions, and I’ve served as the primary point of contact for ServiceNow training and queries for the entire ROW team. I successfully trained 240 engineers across the globe, ensuring they were fully production-ready during our platform migration from Remedy to ServiceNow. My focus on continuous improvement, technical expertise, and strong leadership have enabled me to drive efficiency, resolve complex issues, and deliver high-quality service to end users.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Lead
Cognizant Technology Solutions Corporation Canada, Inc
11.2023 - Current
- Managed IT asset procurement on a quarterly basis, forecasting requirements, securing budget approvals, obtaining quotes, and ensuring assets were integrated into the IT Asset Management (ITAM) system.
- Responded to service requests from end users and handled escalated issues, ensuring timely resolution and minimal downtime across the region.
- Installed, configured, and deployed hardware (servers, workstations, networking devices) and software applications, maintaining compliance with organizational standards across Canadian locations.
- Assisted in network configuration (Wi-Fi, VPNs, Active Directory) setup and maintenance, ensuring seamless integration with existing infrastructure at all sites.
- Monitored IT infrastructure performance, used monitoring tools to detect anomalies, and proactively resolved issues to ensure smooth day-to-day operations across Canadian locations.
- Provided on-site technical support for IT systems, infrastructure, and hardware across all Canadian locations, resolving networking, hardware, software, and system performance issues.
- Coordinated with vendors and suppliers to ensure timely procurement and service delivery, while managing warranties, service contracts, and bulk procurement for projects across Canada.
- Provided training and onboarding support for new employees, ensuring all required hardware, access, and training were in place for seamless integration.
- Managed AV conference rooms with Crestron systems, ensuring optimal performance of video conferencing and audio systems, and troubleshooting issues to ensure smooth user experiences across Canada.
- Led the deployment of new systems and technologies, ensuring all installations met the specific needs of the Canadian locations and supported business requirements.
- Ensured all IT systems adhered to security and compliance standards, monitored physical security, and assisted in security audits across Canadian locations.
- Collaborated with remote IT support teams and stakeholders to ensure seamless service delivery, shared knowledge, and maintained high levels of user satisfaction.
- Logged incidents in the ticketing system, tracked resolution progress, ensured SLAs were met, and participated in post-incident reviews to identify and implement long-term solutions.
- Maintained accurate records of equipment, incidents, and system configurations, providing regular status reports on service requests and resolutions to management.
- Ensured effective management of IT assets throughout the region, from procurement to deployment, while adhering to internal policies and optimizing inventory management practices.
- Served as a senior technician in the North America region, with L2 read/write level access to key systems such as ServiceNow, Active Directory, JAMF, Azure, Exchange, Intune, MS Office 365, SharePoint, Teams, Figma, Zscaler, RSA, GlobalProtect, and PaperCut.
- Acted as a primary point of contact (POC) for complex technical issues across these systems, successfully troubleshooting and resolving incidents to ensure customer satisfaction.
- Collaborated with cross-functional teams to handle escalated issues and provided timely resolutions, ensuring seamless user experiences and minimal system disruptions.
- Contributed to the effective operation of critical systems by leveraging deep technical expertise to address and resolve a wide range of system-related challenges.
Technical Lead
Cognizant Technology Solutions Pvt. Ltd
10.2022 - 11.2023
- Consistently guided a team of L1 and L2 engineers to deliver improved performance throughout the year, ensuring they met SLA and KPI targets and aligned with business requirements within the IT Infrastructure service desk.
- Efficiently handled problems, incidents, and incident reports, ensuring timely resolution and comprehensive follow-up activities to minimize operational downtime and maximize user satisfaction.
- Developed, maintained, and enforced clear escalation policies and procedures, ensuring timely and efficient resolution of high-priority incidents and minimizing business impact.
- Created and updated content in document management systems, ensuring all relevant technical and procedural documentation was accurate, accessible, and aligned with team and organizational requirements.
- Fostered a collaborative and supportive environment by maintaining positive working relationships with team members and management, driving team success through effective communication and cooperation.
- Adhered to strict confidentiality protocols, ensuring sensitive customer and company information was kept secure to maintain trust and comply with privacy regulations.
- Maintained accurate records of time worked and activities performed in the ticketing tool, ensuring proper documentation of all service requests and incident resolutions for accurate reporting and auditing.
- Successfully implemented automation solutions, achieving significant demand reduction, which enhanced end-user experience and improved resolution timelines.
- Trained and onboarded 80+ new hires, ensuring they were equipped with the necessary skills and knowledge to perform effectively, contributing to overall team success.
- Maintained an attrition rate of less than 5%, fostering a positive work environment and retaining top talent through effective leadership, coaching, and professional development.
- Managed staffing for a 24/7 project, utilizing volume trend analysis to align workforce levels with demand, ensuring efficient project execution and minimizing the risk of resource gaps or operational disruptions.
- Efficiently managed high-priority requests and tasks, establishing collaborative contact with cross-functional teams to resolve issues within minimal timelines and provide support for escalated user-level issues and requests.
- Actively participated in RRT (Root Cause Analysis) calls to identify and resolve outages related to IT infrastructure tools, systems, and workflows, ensuring minimal disruption to operations.
Senior Systems Engineer
Cognizant Technology Solutions Pvt. Ltd
09.2020 - 09.2022
- Collaborated with cross-functional teams to deliver innovative IT solutions tailored to meet business needs, driving operational success and enhancing system performance across departments.
- Led successful system upgrades, creating detailed implementation plans, managing resources, and ensuring smooth project execution with minimal operational disruption.
- Optimized system performance by identifying and resolving complex technical issues, ensuring high availability and reliability of critical business systems.
- Delivered clear and concise documentation for project requirements and system configurations, ensuring a seamless hand-off to stakeholders and facilitating efficient operations.
- Mentored junior engineers, providing guidance on advanced technical concepts, fostering team growth, and enhancing knowledge sharing across the team.
- Performed root cause analysis to identify and resolve underlying production issues, implementing long-term solutions to prevent recurrence.
- Streamlined customer service processes, improving efficiency and driving positive feedback and higher customer satisfaction rates.
- Improved vendor management processes, enhancing collaboration between internal teams and external suppliers, significantly reducing operational bottlenecks.
- Subject Matter Expert (SME) with read and write roles for critical infrastructure tools, leveraging advanced access to:Azure, Active Directory, Identity Management (SailPoint)
ServiceNow, Intune, JAMF, MS Office 365, Exchange
- Provided expertise in managing user accounts, permissions, and configurations across these platforms, ensuring secure access, seamless integration, and optimized performance.
- Led troubleshooting and support efforts for access management, identity solutions, and service requests within these systems, ensuring best practices and compliance standards were followed.
Customer Support Engineer
CMS IT Services Pvt. Ltd
06.2019 - 09.2020
- Recognized as Top Performer of the Year for consistently exceeding expectations, maintaining an SLA above 99%, and achieving 99.65% customer satisfaction, underscoring a strong commitment to service excellence and high-quality user support.
- Assisted end users across multiple channels (ticketing, chat, and email), swiftly and accurately resolving issues related to system performance, software conflicts, and user configurations, ensuring minimal downtime and maximum productivity.
- Managed L2 and L3 incidents and requests for New Mobile Device and Service procurement, including overseeing bulk procurement processes and facilitating the integration of M&A telecommunication lines into Cognizant's telecommunication accounts.
- Coordinated vendor management for key US providers (AT&T, Verizon, T-Mobile) and Canadian providers (Rogers), ensuring smooth coordination and efficient service delivery for mobile and telecommunication services.
- Administered end-user payroll deductions for mobile services, ensuring accurate and timely processing of payments.
- Played a pivotal role in maintaining a high-paced, efficient service environment, adhering to escalation procedures, and consistently meeting or exceeding service performance metrics.
- Contributed to the development and upkeep of knowledge base articles, improving team efficiency and enabling faster issue resolution for both technical and non-technical inquiries.
- Managed 15,000 mobile assets for the NA Region as the primary Point of Contact (POC), ensuring accurate records and smooth asset management processes. Conducted quarterly asset audits and performed asset reconciliation, maintaining asset accuracy across all systems and platforms.
Oversaw monthly vendor invoicing, identifying and resolving discrepancies to ensure accurate billing.
Validated billing glitches and successfully recovered over $500K USD in overcharges by reporting issues and driving timely resolution with vendors.
Consultant
CMS IT Services Pvt. Ltd
12.2017 - 05.2019
- Delivered exceptional IT support to global end users, addressing both technical and non-technical issues with efficiency and expertise.
- Achieved an 80% First Call Resolution (FCR) rate, resolving issues during the first contact to enhance user satisfaction and improve operational efficiency.
- Consistently maintained an R60 of 65%, ensuring prompt response times and minimizing delays in issue resolution.
- Provided support across a broad range of technologies, including Mac and Windows systems, Active Directory (AD), MS Office, hardware issues, printer configurations, Wi-Fi, VPN, and Citrix.
- Assisted users in troubleshooting system performance, software conflicts, and configuration issues while maintaining a positive and effective customer experience.
- Followed established escalation procedures to ensure timely and accurate issue resolution, leveraging in-depth technical knowledge to address complex cases.
- Contributed to the development and maintenance of knowledge base articles, enabling faster resolutions and improving overall team efficiency.
- Managed and resolved customer inquiries efficiently, streamlining support processes to reduce average call times and boost team productivity.
Education
BACHELOR’S DEGREE -
SNS College Of Technology
01.2017
XII -
Saratha Matriculation Higher Secondary School
01.2012
X -
Bharathi Vidhyalaya Matriculation Higher Secondary School
01.2010
Skills
- Hardware configuration
- System administration
- Tech support
- Software installation
- Windows server
- Mac
- Windows Desktop operating system
- Visual Basic
- Azure Cloud Admin
- Network configuration
- Debugging
- Service Now
- Remedy
- LogMeIn
- WebEx Admin
- Cisco Endpoint
- JAMF
- Avecto
- SCCM
- Active Directory
- Office 365
Roles And Responsibilities
- Responsible to handle IT Infra related issue for Cognizant associates across the globe expect India, from 12/11/17 to 05/31/19, responsible to support Network incidents, Hardware/Software Incidents, Service request, Asset Management/Deployment, VIP User Support, Corporate Security and Project Restriction implementation, MAC and Windows OS Support, as an L1 Engineer and to resolve all the request as per the Service Level Agreement.
- From 06/01/19 to 10/01/21 responsible to handle L2 and L3 related incidents & requests raised for New Mobile Device and Service procurement, including bulk procurement, Integrating M&A Telecommunication lines to Cognizant Telecommunication Account, Vendor Management in US (AT&T, Verizon, T-Mobile) & Canada (Rogers). End user payroll deduction. Also responsible to alter the service and rate plans on the telecommunication lines based on the end user request, Monthly Invoice processing. Overall Asset Inventory management.
- From 10/02/21 till date responsible for running the business-as-usual activities of the floor by maintaining all the metrics with the Service Level Agreement and Key Performance Indicator. Providing floor support for the L1 Analyst, responsible for ticket quality audit, providing root cause analysis for major incidents happening on the floor, escalation management, technical upskilling the L1 engineers through daily refresher sessions, Team management, Introducing Demand deduction through Automation to reduce manual effort.
Clientdescription
Cognizant Technology Solutions (IT)
Technologiesused
- QRADAR tool
- Microsoft Azure platform
- Nexthink
- Log Me-In Admin
- Webex Admin
- Service Now
- Remedy
- Active Directory
- SCCM
- Forcepoint One Endpoint
Personal Information
Total Experience: 6 Years 5 Months
Languages
English
Native or Bilingual
Tamil
Native or Bilingual
French
Limited Working
Hindi
Limited Working
Certification
- Six Sigma Certification
- ITIL V4
- JAMF 100
- Servicenow Admin Fundamentals
- Front Line Leaders.
Timeline
Technical Lead
Cognizant Technology Solutions Corporation Canada, Inc
11.2023 - Current
Technical Lead
Cognizant Technology Solutions Pvt. Ltd
10.2022 - 11.2023
Senior Systems Engineer
Cognizant Technology Solutions Pvt. Ltd
09.2020 - 09.2022
Customer Support Engineer
CMS IT Services Pvt. Ltd
06.2019 - 09.2020
Consultant
CMS IT Services Pvt. Ltd
12.2017 - 05.2019
XII -
Saratha Matriculation Higher Secondary School
X -
Bharathi Vidhyalaya Matriculation Higher Secondary School
BACHELOR’S DEGREE -
SNS College Of Technology
Similar Profiles
RAKTIM SARKARRAKTIM SARKAR
Technical Architect Cum Lead Developer at Cognizant Technology Solutions Corporation CanadaTechnical Architect Cum Lead Developer at Cognizant Technology Solutions Corporation Canada
Agnibha RoyAgnibha Roy
Lead System Architect at Cognizant Technology Solutions- CANADALead System Architect at Cognizant Technology Solutions- CANADA
KAVINILAVU VINOTHA RAJANKAVINILAVU VINOTHA RAJAN
ETL Developer (SSIS | Python | Mirth Connect)) at Cognizant Technology Solutions Canada Inc.ETL Developer (SSIS | Python | Mirth Connect)) at Cognizant Technology Solutions Canada Inc.
CLÉA DOOH COLLINSCLÉA DOOH COLLINS
Préposé au service à la clientèle at BuzzfitPréposé au service à la clientèle at Buzzfit
Kadi EketebiKadi Eketebi
Plongeur en restauration at MADYNA TRAITEURPlongeur en restauration at MADYNA TRAITEUR