Support Engineer Technical

Aravindkumar S

Mail: *****************@*****.***

Mobile: +91-735*******

Location: Chennai, India

PROFILE

Support Engineer with 3+ years of experience in DCIM and endpoint management. Skilled in server maintenance, monitoring 13,000+ endpoints, coordinating backups, deploying Windows patches, and managing network resources. Proven track record in resolving critical infrastructure issues, ensuring system security, and maintaining operational continuity.

PROFESSIONAL EXPERIENCE

Sr Technical Analyst

Textron India Pvt Ltd, Bangalore, India

02/2023 – 05/2024

• Endpoint Monitoring: Monitored endpoints (Servers, desktops, VMs, and laptops) daily for missing patches on Windows Client OS and Windows Server OS using the ManageEngine agent tool to ensure optimal security. Tracked the live status of endpoint agents, identifying if endpoints were down or live, and coordinated with the vendor team to resolve network issues and restore connectivity.

• Managed Endpoint Inventory: Managed 13,000 by comparing data across Active Directory (AD), Network Access Control (NAC), Data Loss Prevention (DLP) systems, Antivirus (AV), System Center Configuration Manager (SCCM), IT asset inventory, and Endpoint Central to ensure consistency and accuracy.

• SCCM Coordination: Worked closely with the SCCM team to update and deploy Windows patches across all endpoints, ensuring up-to-date security and functionality.

• Incident Ticket Resolution: Acted as the Single Point of Contact (SPOC) with the Help Desk team to resolve incident tickets from the NOC monitoring team. Addressed and prevented network disruptions and failures to maintain seamless network operations.

• DCIM & Server Maintenance: Led DCIM activities, including server upgrades, routine maintenance, updates, monitoring, and performance tuning, to optimize system performance, reliability, and uptime within the data center.

• Managed escalation and communication of critical infrastructure issues to ensure timely resolution by responsible parties, maintaining operational continuity and minimizing downtime

• Coordinated with the VM team to ensure proper backups were taken before applying server patch updates, minimizing risk and ensuring data integrity.

• Collaborated with the firewall security team for security gateway configurations, and firewall upgrades, and requested access for specific needs.

Technical Support Engineer

Bharti Airtel Pvt Ltd, Chennai, India

02/2020 – 02/2022

• Workstation Setup & Configuration: Proficiently set up and configured new workstations, including desktops, laptops, and docking stations, ensuring proper cable management and adherence to security protocols.

• Onboarding & Equipment Provisioning: Managed laptop provisioning for contractors, interns, and full- time employees, ensuring all systems were equipped with up-to-date security controls such as McAfee Antivirus, SCCM Patching, and BitLocker Encryption.

• Infrastructure Troubleshooting: Assisted in troubleshooting critical infrastructure issues, collaborating with vendors for replacement components under warranty and resolving complex hardware issues.

• Incident Management & Communication: Responded to internal requests, escalated critical infrastructure issues, and communicated effectively through desk phones, Outlook, Microsoft Teams, and ticketing systems to resolve and close incident tickets.

• Asset Management & Documentation: Prepared and maintained asset documentation, participated in audits, and supported process improvements through asset management and audit compliance.

• Project Coordination & Team Collaboration: Managed small-scale projects from start to finish, actively participated in team meetings, and provided accurate status updates while identifying and suggesting process improvements.

SKILLS

• Operating Systems: Proficient in Windows, and Linux for managing and troubleshooting across diverse platforms, including resolving critical infrastructure issues.

• Ticketing Tools: Experienced with Manage Engine SDP, ServiceNow, and ITAC for creating, managing, and closing incident tickets.

• Antivirus: Knowledgeable in Defender, Trend Micro, and McAfee

• Monitoring Tools: Skilled in Manage Engine Endpoint Central, SC Dashboard, and SolarWinds for monitoring systems, and ensuring system uptime.

• Microsoft Applications: Competent in SCCM, Intune, Active Directory, Azure, and Office 365 for managing user access, deploying updates, and ensuring compliance with security policies.

• Networking Devices: Familiar with routers, switches, firewalls, and modems for troubleshooting network connections, and resolving network issues.

• Networking Protocols & Troubleshooting: Understanding of TCP, UDP, DHCP, DNS, VPN, SMTP, HTTP, HTTPS, FTP, SSL, and TLS for managing network operations, resolving connectivity issues, and securing communication channels. Proficient in using IP config, Ping, Tracert, and Nslookup commands for network troubleshooting and diagnostics.

EDUCATION

• B. Tech in Information Technology, Loyola ICAM College of Engineering and Technology, Chennai

(2018)

• Higher Secondary Certificate (12th), KG Higher Secondary School, Erode (2014)

• Secondary School Certificate (10th), KG Higher Secondary School, Erode (2012)

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