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
New System Deployment
Data Transfer Best Practices
Ticketing System Oversight
Software diagnosis
Technical issues analysis
Application support
Technical documents comprehension
Desktop support
Data recovery
Mac systems
Maintenance and Repair
Planning and Coordination
Decision-Making
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