Suhas Sreedharan
Information Technology Support Engineer
Listowel
Summary
Attentive Desktop Support Technician with 7 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Desktop Support Technician
Cloudera Data Platform India Pvt LTD
Bengaluru
01.2022 - Current
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Purchased, setup and installed new computers.
- Worked with various systems, software and peripherals
- Proficiency in macOS troubleshooting and maintenance.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Enhanced helpdesk ticketing system, resulting in reduction in support call turnaround time.
- Installed and configured operating systems and applications.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured hardware, devices, and software to set up work stations for employees.
- Developed and implemented preventive maintenance procedures.
- Installed, configured and maintained computer systems and network connections.
- Helped streamline repair processes and update procedures for support action consistency.
- Created user accounts and assigned permissions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Tested new software and hardware prior to deployment.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Researched and identified solutions to technical problems.
- Provided expert-level support for Mac desktop and laptop users in a corporate environment, ensuring minimal downtime and optimal productivity.
- Diagnosed and resolved hardware and software issues, including hardware upgrades, RAM replacement, hard drive replacement, and software installations.
- Implemented and maintained Mac-based security policies, including firewall configurations and encryption protocols.
- Assisted in the deployment and management of Apple devices using mobile device management (MDM) solutions.
- Collaborated with IT team to manage user accounts and permissions within Active Directory.
- Conducted regular system updates and patches to keep macOS and third-party applications up-to-date.
- Offered remote support to offsite users, resolving issues via phone, email, or remote desktop tools.
- Conducted one-on-one training sessions with end-users to enhance their proficiency in using Mac systems.
- Documented support requests, resolutions, and maintenance procedures for future reference.
- Installation, troubleshooting and setting up of Zoom meeting rooms for conferences and meetings. Conducting dry runs of meeting rooms
- Troubleshooting, and Installations of AV Systems within conference rooms
- Managing IT Inventory. Building laptops and desktops for new hires. Procuring IT Accessories for users on demand.
- Conducting smooth IT Offboarding procedures for employees. Ensuring that access is disabled and perpetual licenses are unassigned for users leaving the organization.
- Provisioning of licenses for multiple SaaS-based applications for users.
- License management for applications and renewals.
- Purchase and review of POs of licenses for software and hardware equipments
Technical Support Engineer
Dell International Services India Pvt Ltd
Bengaluru
09.2015 - 12.2021
- Profound knowledge of Dell PowerEdge server hardware, including installation, configuration, and maintenance.
- Expertise in diagnosing and resolving hardware and software issues for server systems.
- Proficient in RAID configuration, firmware updates, and BIOS settings for Dell PowerEdge servers.
- Strong understanding of server virtualization technologies, including VMware and Hyper-V.
- Skilled in managing and troubleshooting server operating systems, including Windows Server and Linux.
- Extensive experience in remote server management and monitoring tools such as iDRAC and OpenManage.
- Adept at handling critical incidents and providing prompt solutions to minimize downtime.
- Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
- Proven ability to work independently and as part of a team in high-pressure situations.
Verification Executive
First Advantage Offshore Service
Bengaluru
09.2014 - 09.2015
- Established clear and competitive goals, growth roadmaps, and strategic business plans.
- Organized due diligence in preparation for sale of business unit.
- Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports, and access.
- Launched new rewards program to identify and celebrate staff performance.
- Assisted consumers in filing disputes and claims.
- Providing scenario-based resolutions.
- SPOC for consumer escalations.
- Conducting regular trainings and assessments.
Customer Care Coordinator
Ocwen Financial Solution Pvt LTD
Bengaluru
08.2013 - 04.2014
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Managed department call volume 60 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Communicated with customers to identify needs and expectations.
- Assist Mortgage customers to assist them with their mortgage-related queries.
- Offer Financial Assistance when needed.
- Resolve their disputes and concerns at the 1st point of contact.
- Work with other related departments when needed for necessary workflows to be processed
Process Associate
IBM GPS
Bengaluru
07.2010 - 07.2013
- Identified and resolved process issues to drive optimal workflow and business growth.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Interact with internal departments & work on reports consolidation.
Education
BBA - Business Management
Alagappa University
Karaikudi 05.2010 - 02.2014
Skills
End-User Account Management
Timeline
Desktop Support Technician
Cloudera Data Platform India Pvt LTD
01.2022 - Current
Technical Support Engineer
Dell International Services India Pvt Ltd
09.2015 - 12.2021
Verification Executive
First Advantage Offshore Service
09.2014 - 09.2015
Customer Care Coordinator
Ocwen Financial Solution Pvt LTD
08.2013 - 04.2014
Process Associate
IBM GPS
07.2010 - 07.2013
BBA - Business Management
Alagappa University
05.2010 - 02.2014
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