Information Technology Windows Server

PRABU S/O S.CHANARAN

BACHELOR OF INFORMATION TECHNOLOGY (HONS) IN NETWORKING

016-******* *****.*****@*****.*** https://www.linkedin

.com/in/prabu-

chanaran-831a65b5/

Age : 37 Birth Date : 22 Dec 1987

Nationality : Malaysian Gender : Male

Marital Status : Married IC Number : 871***-**-**** PROFILE

CAREER OBJECTIVE

Technical position in a high growth/ emerging market company with considerable training and career advancement opportunities.

SKILLS & ATTRIBUTES

SOFTWARE & COMPUTING

• Ability to communicate articulately with people

• Very fast learner and have a great spirit to learn new things

• A good team player and good academic records

• Word, Excel, PowerPoint, Project, FrontPage and Outlook

• USB Accounting

• MS SQL, C++, Visual Basic, HTML, Java, SAP Basic

• Windows 11,10, Windows Server 2012 R2, Windows Server 2016, Linux

(Red Hat and Fedora) MAC OS

• Macromedia Flash, Adobe Photoshop, Illustrator, InDesign, Sketch, AutoCAD

• Computer assembling, troubleshooting and upgrading, dealing with computers, server, switches and routers interfaced devices

• Windows 11,10, Office 365, Outlook, all types of software and drivers

• VPN connections and Wi-Fi

• Blackberry, push email services on Windows mobile devices, iPhone and Android

• Knowledge of Windows Server 2012/ 2012 R2Citrix, VDI, VMware, Active Directory, Microsoft System Center Configuration Manager (SCCM) and System Center Operations Manager (SCOM), AWS Amazon Web Services Cloud and Azure Cloud

• Written: Excellent in Malay and English

• Spoken: Excellent in Malay, English and Tamil

EDUCATION

WAWASAN OPEN

UNIVERSITY

Bachelor of Information Technology (Hons) in Networking

• Duration: 2014 – Current

• Field of Study: Information Technology

• Level of Study: Degree

Business in information Technology

• Duration : 2006 – 2008

• Field of Study : Information Technology

• Level of Study : Diploma

EDUTRAIN COLLEGE

(NIIT COLLEGE)

MICROSOFT OFFICE

ACCOUNTING SOFTWARE

PROGRAMMING LANGUAGE

OPERATING SYSTEM

GRAPHIC SOFTWARE

HARDWARE DEVICES

TROUBLESHOOTING SKILLS

OTHERS

LANGUAGES

RELEVANT PROJECT

WORK EXPERIENCE

(1)

PETRONAS Lubricants

International Sdn. Bhd.

• MS20703-1 - Administering System Center Configuration Manager

• Certified ID: - X19-56827

• Certified in Problem Solving & Decision Making (Key Transformation Method)

• ITIL V3 Foundation Certificate in IT Service Management

• Certified ID: - GR750411350PC

• Cisco Certified Network Associate (CCNA)

• Cisco ID: - CSCO13275007

• Prince2 Foundation Certificate in Project Management

• Certified ID: - GR633092956PS

• Prince2 Practitioner Certificate in Project Management

• Certified ID: -GR657010000PS

• Certified Ethical Hacker

• Certified ID: -ECC37597230610

• Final Year Project : Employment Management System (during studies) ACHIEVEMENTS

PROFESSIONAL

CERTIFICATE

Industry: Computer / Information Technology (Hardware/ Software) Position / Title: Senior EUC Engineer

Specialization: EUC Engineer

Date Joined: July 2022 – Current

Job Description

• Govern EUC asset inventory and follow standard IT service delivery processes following IT policies and procedures.

• SCCM/WSUS Patch Management for Operating system monthly, feature upgrade, apps & Antivirus

• To analyze and review/close the gap in the security baseline for EUC.

• Develop software inventory & and software catalogue package in SCCM

• Develop SOE image / SCCM task sequence for a new machine

• Windows 10 to Windows 11 in-place upgrade/ refresh

• Develop a Dashboard to monitor EUC health status

• Develop EUC automation to simplify/improve operations for global

• Review trends of SR/IM related to EUC, deployment and areas to identify any areas of concern, propose and implement improvement measures

• Monitor alerts generated by the PRTG application and troubleshoot as needed to resolve the issue

• Build and maintain effective relationships with global country IT to work on EUC project rollout

• Guide provisioning, asset management, monitoring, implementation, troubleshooting and support for End-user Computing operations which escalated by country IT

• Oversee integration, compatibility, and operations of EUC systems to ensure minimal disruption

• Documentation (Develop checklist, update existing user guide & etc

• Ability and willingness to proactively accept and drive change to accomplish positive collective outcomes.

• Set up, customize, and maintain our AWS infrastructure to ensure optimal performance, security, and accessibility

• Build Windows 10 GPO Policy from scratch for Global PC refresh deployment.

• Upgraded Latest Microsoft Defender for endpoint entire PLI for workstation and Server through GPO.

• Conduct quarterly upgrades of the Configuration Manager version on the server to ensure security patch updates are applied.

• Address and eliminate unauthorized and non-licensed applications and software from a workstation.

• Implement software standardization by deploying and upgrading applications or software to their latest versions as released by the vendor. Examples include Adobe, Global Protect, XDR & Zscaler.

• Address security patch issues by obtaining reports from Qualys and applying patches to servers and workstations that are missing them on a global scale. ACHIEVEMENTS

(2)

UNITED OVERSEAS BANK

(MALAYSIA) BHD

Industry: Computer / Information Technology (Hardware/ Software) Position / Title: Windows & Infrastructure Senior System Analyst Specialization: Senior System Analyst

Date Joined :December 2018 – July 2022

Job Description

• Manage end-user infrastructure support covering desktops, laptops,

Blackberry and iPads.

• Manage deployment of Windows patches on end-user devices

– supporting around 5000+ machines. Perform SCCM

Administrator role for the bank.

• Manage antivirus updates and drive encryption for end-user devices. Manage virus protection using McAfee ePO Server.

• Manage project activities:

• Determine application and infrastructure requirements for the project

• Develop an implementation plan for project execution

• Draft Operating procedures in relation to the project

• Major project managed: PC Refresh for UOB Malaysia (6000 PCs)

• Supporting branch relocation activities by coordinating with third-party vendors to ensure all end-user devices are setup properly

• Provide second and third-level support and maintenance of the Windows server environment and all related

technologies, including virtualization, hardware, software, printer and storage.

• Serve as tier 3 escalation support for Citrix technology issues that cannot be

resolved by tier-two server support.

• Perform Installation, configuration and maintain operating system software and third-party software utilities for hardware systems within company operational guidelines.

• Completion of daily, weekly and monthly management reports on a timely basis

• Responsible for ensuring the tickets raised in the Incident Management ticketing system are updated and completed by the stipulated SLA.

• Improve existing processes through solutions to recurring problems and

enhancements to existing solutions or documentation.

• Provide tier 3 support for team members and other support teams.

• Manage daily operations, monitored network, server system health check, and backups

• Respond to and resolve system-generated alerts related to operating system performance, services, network connectivity, accessibility,

• and client requested monitoring requests from BMC Remedy ticketing

• Perform after-hours support rotation and be on standby as needed.

• Proficient understanding of related technology areas such as Active Directory, DHCP, DNS, F5 Load balancing, and VMware.

• Proficiency in Microsoft O365 applications

• Build Windows 10 image from scratch for PC refresh deployment.

• Upgraded McAfee version from 4.8 to 5.6 for entire UOB user machines

• SME for supporting MS Teams for management meeting, including Board of Director's meeting

• Created an installation file for F5-BigIP installation for Windows 7 which was recognized by UOB Group Technology

• Successfully completed the migration of infrastructure support to in-house support for UOB TCOE from vendor support

• Manage third party vendor for end-user support

• Additional knowledge gained in the following areas

• Citrix XenApp

• O365 Deployment

• NetScaler

• GPOs

• PowerShell

• Windows Server 2012

• Citrix Infrastructure

• SCOM: Alert tuning, Alert creation

• SCCM: Performing server and application maintenance activities, including patching

ACHIEVEMENTS

EXPERIENCE GAINED

Industry : Computer / Information Technology (Hardware/ Software) Position / Title : NOC Team

Specialization : Networking

Date Joined : February 2018 – December 2018 (11 months) Job Description

• Provides Level 2 and Level 3 Technical support of all networking equipment such as router, switch, firewall and others and provide hardware and software support on network infrastructure

• Experienced in LAN, switching and routing. Monitor and progress all assigned calls and as appropriate follows escalation procedures for

• problem resolutions that are not progressing satisfactorily.

• Day to day operation task suck as resolve incident ticket and change requests

• Maximizes network system by establishing and enforcing policies

• Establishes networking environment by designing system configuration

• Perform Preventive maintenance and performance tuning in network infrastructure

• Liaise with vendors to work on the incidents occurs and problem

• Diagnosing network probs and troubleshooting large-scale and complex LAN networks.

• To provide a 2nd and 3rd level network technical support and initiated escalation to appropriate third line support teams/vendors in a timely and efficient manner and according to agreed service levels Agreement (SLA), standards and procedures.

• Managed network monitoring virtually

• Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.

• Run Backup for Daily and Weekly using ARCServe Backup R 17.0 Application

• Backup Checks, Accessing Tape Libraries, Run Device Inventory, verify correct Tapes Loaded, Configure Device Groups

• Format and Label Tapes, Run Pre-Flight Check Ensuring Backup Started Successfully

• Information gathering on global DHCP Servers and Understand on Various Sites Fixed IP Addresses

• WM & Application Installation

• Account creation and testing for SolarWinds IP Management

• DHCP Integration and data polling from DHCP Server

• Importing fixed IP addresses entry to Solarwinds Application

• Integration of Active Directory account to authenticate with the application

(3)

ABB MALAYSIA

SDN BHD

EXPERIENCE GAINED

Industry : Computer / Information Technology (Hardware/ Software) Position / Title : Remote Desktop Engineer (Shell IT Services) Specialization : System Administrator & Technical

Date Joined : April 2016 – January 2018 (3 year 1months) Job Description

• Involved in a full range of incident management activities on Windows 7 and Windows 10 platform

• To provide a 2nd line reactive technical support on Windows Infrastructure, including the communication of complex problems to appropriate third line support teams/software vendors in a timely and efficient manner and according to agreed service levels, standards and procedures.

• Productivity: To ensure that agreed service levels are met, using tools, processes and systems as appropriate.

• Customer Relationship Management: Set expectations with customers and/or internal businesses/end users within defined parameters. Strive to improve customer satisfaction when resolving incident tickets to reflect results in the feedbacks of Customer Satisfaction surveys.

• Respond to all requests for assistance logged through the Service Desk in a timely and efficient manner and according to agreed service levels, standards and procedures.

• Propose technical solutions, within the scope of his/her expertise, which fully takes into account the business needs of the customers.

• Operate effectively without direct supervision but within a clear accountability framework.

• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and keyprocesses, reviewing system and application logs, and verifying completion of scheduled jobs such as backups

• Ensure all variances against service levels are highlighted to relevant managers while trying to resolve any conflict or contention for services.

• Initiate action to maintain or enhance levels of service within sphere of operation, recognizing issues that need to be referred for approval.

• Plan and monitor the use of their own time to ensure that assigned activities are managed within agreed targets.

• Perform regular security monitoring to identify any possible intrusions

• Handling the latest and most confidential system for Shell that will be served as one central station for EP & GP Portfolio Management, EP & GP Business Planning, Shell GP LNG Management and Shell Energy Europe Gas Deals.

• Knowledge of Citrix, XenApp/XenDesktop and VMware ESX

• Installing, configuring, and administering the software and hardware devices for office user, remote user and Shell refinery user.

• Deliver a 24/7 high quality technical support to global Shell account.

• Collaborate with internal groups and teams, such as Quality Assurance Analyst, Engineering Operations, IT Focal Point, Learning and Development, business and R&D, and CCMS Team for effective response and to fulfil the customers’ expectations.

• Using Active Directory to find resources for users, computers, server, network printer and groups in Shell environments.

• Respond to all service or functional requests for assistance in a timely and efficient manner and according to agreed performance base on service level agreements (SLAs), standards and escalation procedures using ticket system

• Maintain accurate service or functional request records, including contact and fulfilment details using EKMS knowledge-based tools.

• Providing documentation, knowledge capture, training and team environment to be management Client issue.

• Supporting for SCCM, Office 365, Windows 10, Windows 7, Windows Vista operating System.

• In Office 365 offers plans including e-mail and social networking services through hosted versions of Exchange Server, Skype for Business Server, SharePoint and Office Online, integration with Yammer, as well as access to the Office software for Shell business and Shell enterprise users.

(4)

DXC TECHNOLOGY

/ HPE ENTERPERISE SERVICES

EXPERIENCE GAINED

• Create and share Office documents (Word Online, Excel Online, PowerPoint Online, or OneNote Online)

• Store, open, and share online files (OneDrive) and SharePoint

• Send and receive email (Outlook.com)

• Maintain an online calendar (Calendar)

• How to start up, conduct online meeting, conference calls using Skype for Business

• Exchange Office365, and Group Policy in a Windows Server environment

• Access to a Yammer network is determined by a user's Internet domain so that only individuals with approved email addresses may join

• their respective Shell networks.

• Migration on operation system from MS Office Windows Vista to MS Office Windows 7 operation system for Shell users.

• Supporting for Virtual Private Network (VPN), Virtual Workspace Services

(VWS) for Vista & XP64 blade servers, Remote Access Support (RAS) for Desktop Anywhere (DTA) Virtual Machine, Mobile Office Private (MOP) and Mobile office Business (MOB) V3 and V2.

• Supporting for Mobility Environment such as Mobile Connect Services and Blackberry, Global Connect Desk (GCD), such as MS Live Meeting, MS Office Communicator, MS Groove, MS Round Table, SharePoint, and Softphone services

• Create and share Office documents (Word Online, Excel Online, PowerPoint Online, or OneNote Online)

• Store, open, and share online files (OneDrive) and SharePoint

• Send and receive email (Outlook.com)

• Maintain an online calendar (Calendar)

• How to start up, conduct online meeting, conference calls using Skype for Business

• Exchange Office365, and Group Policy in a Windows Server environment

• Access to a Yammer network is determined by a user's Internet domain so that only individuals with approved email addresses may join

• their respective Shell networks.

• Migration on operation system from MS Office Windows Vista to MS Office Windows 7 operation system for Shell users.

• Supporting for Virtual Private Network (VPN), Virtual Workspace Services

(VWS) for Vista & XP64 blade servers, Remote Access Support (RAS) for Desktop Anywhere (DTA) Virtual Machine, Mobile Office Private (MOP) and Mobile office Business (MOB) V3 and V2.

• Supporting for Mobility Environment such as Mobile Connect Services and Blackberry, Global Connect Desk (GCD), such as MS Live Meeting, MS Office Communicator, MS Groove, MS Round Table, SharePoint, and Softphone services

… CONT

SUPPORTING CORE

PROJECTS IN SHELL

Industry : Computer / Information Technology (Hardware/ Software) Position / Title : Application Analyst

Specialization : Technical and Helpdesk Support

Date Joined : April 2015 – April 2016 (1 year+)

Job Description

• Installing, configuring, and administering the software and hardware devices for office user, remote user and Jacobs Engineering Global.

• Generate License for Business Application

• Manages all back up and restore of equipment configuration.

• Deliver a 24/5 high quality technical support to Jacobs Group (Australia) Pty Ltd.

• Collaborate with internal groups and teams, such as Analyst, Engineering Operations, IT Focal Point, Learning and Development, business and R&D, and CCMS Team for effective response and to fulfil the customers’ expectations.

• Using Active Directory to find resources for users, computers, server, network printer and groups in Jacobs’s environments.

(5)

JACOBS ENGINEERING

GROUP MALAYSIA SDN BHD

• Respond to all service or functional requests for assistance in a timely and efficient manner and according to agreed performance base on service level agreements (SLAs), standards and escalation procedures using ticket system

• Maintain accurate service or functional request records, including contact and fulfilment details using knowledge-based tools.

• Providing documentation, knowledge capture, training and team environment to be management Client issue.

• Supporting for Windows 7, Windows Vista and Windows XP operating system.

• Supporting for Virtual Private Network (VPN), Virtual Workspace Services

(VWS) for Vista & XP64 blade servers, Remote Access Support.

• Document all actions in a log service ticket using Service Now (Jacobs tools)

• Supporting for Mobility Environment such as Mobile Email Services and iPhone, WebEx, such as MS Office Communicator, Level 3 Audio Conferencing, and Cisco IP Softphone services

• Support projects and programs whenever needed.

• Troubleshoot technical issues related to SQL database hosting (MySQL, MSSQL, PostgreSQL)

• Troubleshoot error related to virtual servers / container in VMWare

• Working knowledge of Directory and Resource Administrator

… CONT

Industry : Computer / Information Technology (Hardware/ Software) Position / Title : Service Desk (Specialized Analyst) (Shell IT Services) Specialization : Technical and Helpdesk Support

Date Joined : March 2009 – February 2015 (6 years+) Job Description

• Monitor and log incoming problems and queries, resolving as many of these as possible

• Ensuring that problem tickets are raised in all other cases. The outstanding tickets will be escalated to the relevant Support Group.

• Every problem and fault is treated accordance to ITIL and Sox Compliance hence Process and Procedures are in place to be adhered

• Establishing severity on the impact of the issue to its businesses – upon acknowledging of any I.T related issue.

• Provide 1st level and VIP support via telephone and emails handling to global Shell employees and joint venture companies worldwide,

• which may include but not just restricted to IT problems, request and general

“how to” enquiries.

• Attempt to resolve all interactions upon first call resolution, abiding to the Service Level Agreement (SLA) set, while focusing on customer’s

• satisfaction.

• Escalate those issues that cannot be resolved to the appropriate 2nd level support.

• Document all actions in a log service ticket using Shell software; E2e Toolkit – Service Centre and Digital Workflow EMEA600 Production (DWNG).

• Updating and ensuring all cases and communication are recorded throughout the process to reflect the current status of the incident, and consistently updating the case to project the current status of the case so that all parties are aware of the progress of thespecific case.

• Be involved in team’s performance improvement at all time, while being customer

• focused.

• Answer calls and reply to e-mails promptly providing troubleshooting steps and solutions to practice first call resolution for all issues.

• As a single and first point of contact or focal point to all end-user’s (Shell employees & Non-Shell employees) with regards to any RAS related issues. Handling All RAS related request, e.g.: incident management, change management requests and communication of information throughout the RAS infrastructure.

• Gained experience and knowledge in Desktops, Laptops, LAN, WAN, VPN, Windows Servers, Exchange servers, Push emails, Operating

(6)

HEWLETT PACKARD

(M) SDN BHD

EXPERIENCE GAINED

• Systems and application software’s.

• Able to provide support and first-time resolution in desktop, laptop and server, network and client account related issues.

• Able to support Network Connectivity Issues and Troubleshoot Network Related Problems.

• Gained experience in ensuring all standard application software’s are installed and in good working condition on all supported systems.

• First point of contact for all Virtual Private Network (VPN) issues.

• Assisting end-user’s in setting up their Group Infrastructure (GI) and Group infrastructure Next Generation (GING-Vista) machine to work wired and wirelessly connecting using local internet service provider.

• Used registry editor (regedit) for most configuration issues

• Assisting end-user’s in setting up Citrix Program Neighbourhood to their Non-Shell machines, Mobile Office Private (MOP)

• Managing user accounts via Active Directory to check if their accounts are locked / disabled / expired.

• Granting user temporary access using Active Directory.

• Registering user Vasco tokens using Active Directory.

• Blackberry supporting email configuration

• Vista and Linux Blade Related issue example: Reimage and Install Software

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