Ted Kalikuddy

Salem, NH

E-mail: adcir2@r.postjobfree.com

SUMMARY: SSCP Certified & Experienced IT Security and Technical support specialist with experience in Global Support Desk, Customer management, Proven Supervisory skills & people Management skills. Looking for

a challenging senior position.

EDUCATION/ CERTIFICATION:

Trainings completed:

CompTIA Security +, CompTIA Cloud+, Microsoft Azure Fundamental, Office 365 Admin, AWS Sys Ops Administration, ITIL Foundation V3

Systems Security Certified Practitioner (SSCP)

CompTIA A+ Certification

Oracle DBA Certificate (Oracle 9i) – (Northeastern University)

Masters Certificate in Computer Information systems (CIS)

LEAD” Supervisor skills Training (IBT-Investors University)

Supervisory Skills Certificate & Management training (NECF)

Bachelor’s degree (B.A) (University of Peradeniya)

Preparing for ITIL V3 certification.

SKILLS:

Excellent customer service skills, Excellent Communication skills, Process Improvements,

Good decision-making skills, SLA Management, Help desk staff Training, Escalation Management,

Global support desk Change management and incident management processes. Active Directory,

Citrix XenApp, VMware, Remedy, Sales force, VPN, PC Anywhere, LDAP, COBIT, SOX, HIPAA

ITIL Processes, Lotus notes, Same time, IBM Tivoli Identity manager, IBM Tivoli Access manager,

Trend Micro, MS office, Oracle Financial eBusiness suits, McAfee, IFS, Windows XP, Windows 8

Windows 10, Office 365, AWS, Azure

PROFESSIONAL EXPERIENCE

TalentBurst Inc.

Windows 10 Migration Project Lead @NB 04/2019-Current

Leading the windows migration technicians

Imaging and configuration for all New laptops and desktops with Win 10

Install software using SCCM

Managing Computers on AD

Setting up Office 365 on New Laptops

Resolve all other pre and post migration issues.

LanceSoft Inc.

IT Support Analyst @ Liberty Mutual (Consultant) 04/2018 -09/2018

Working on Windows 10 migration project, Imaging Laptops, Desktops and Tablets. performing hardware, software and application testing to make sure the Win 10 readiness for all legacy and new devices used by Liberty Mutual.

Working with Widows Systems Engineers, desktop Support, break fix team and venders to coordinate the testing and validations.

Beaver-Visitec International (BVI Medical-Medical device company) 03/2017 - 03//2018

Sr. IT Support Analyst / IAM Analyst

Responsible for reviewing all systems access requests for accuracy, compliance, and appropriate approval by the data owners and managers.

Manage full life cycle (Create, Modify, Terminate) of the IAM process using Active Directory

Manage all the Email accounts and distribution lists in Exchange server 2012 and Office 365

Create Images for PCs and Laptop according to the specification,

Manage the Symantec antivirus programs

Responsible for tracking and recycling the IT assets according to the company guidelines.

Manage and support VPN users.

Manage all the cell phone users on AT&T and Verizon web portal.

Create and update the Knowledge base.

Worked on win 10 implementation projects for Japan.

Essintial Enterprise Solutions 07/2014 – 03/2017

@Logan International Airport

Sr. Technical Support Specialist

Prioritize and manage service calls and tickets to ensure timely and accurate resolution.

Monitor SLA, Track all issues in the ticketing systems and escalate as needed in a timely manner and follow up until resolution.

Provide prompt response to airline trouble tickets for systems issues, printer problems, and network connectivity issues,

Creating and managing User Ids, User groups. Add, remove PCs in Active Directory on Win2008 server

Setup New back office airline systems and patch CAT5 cables in the patch panel and switches.

Image workstations according to the specification.

Perform upgrades and security updates.

Performing preventative maintenance when required.

Create and maintain detailed (SOP) standard operating procedures / manuals for various tasks.

Actively participate in new systems implementation and trainings.

Build workstations according to the customer specifications and test before deployment.

Install OS and configure according to customer requirement

Setup TCP/IP Static and DHCP IP addressing

Repair PCs and Kiosks by replacing faulty parts such as mother boards, power supply, and memory, hard drive CPU Etc.

Rack and un rack various telecommunication hardware includes servers, switches, firewalls

Work with SITA installation team and Sr. Systems Engineers to resolve complex issues.

Participate rotating on call support 24x7x365 operation.

Mentoring and training other junior team members

Independent IT Support Consultant 07/2013 – 05/2014

@ Barrister Global Services

HP Photo lab implementation project and customer training at Walmart stores.

NaviSite – A Time Warner Cable Company 12/2011- 06/2013

Cloud Support Engineer

•Responsible for work load management, SLA monitoring,

Record and follow up all the issues on the Remedy ticketing systems until resolution.

Work with other technical teams such as CSE, Cloud CSE, R&D, Networking and Exchange to coordinate and resolve complex issues in a timely manner.

Participate in the NOC turnover meeting conference call.

•Perform complete life cycle of IAM (Add. Change, Terminate, Archive) for NaviSite clients,

•Manage email accounts on MS Exchange.

•Manage Black Berry, iPhone, iPad users on BYOD.

•Verify all the ID request for compliance and proper approval

•Coordinate data owners and department managers for approval process.

•Manage over 500 VPN users using key fobs and soft token on BlackBerry.

•Initiate and manage all the change request until completion within the SLA

Manage all the Cloud customer’s requests on Remedy ticketing systems and follow appropriate SOP’s to address the issue,

Coordinate with other technical teams such as CSE, Cloud CSE, R&D, Networking and Exchange to escalate and resolve complex issues in a timely manner.

•Record and follow up all the issues on the Remedy ticketing systems until resolution.

•Participate in the NOC turnover meeting conference call.

•Create, change and terminate user ID’s and security groups in Active Directory

•Troubleshoot and resolve Outlook email and PeopleSoft application issues.

•Manage over 500 Citrix users.

•Create and maintain technical knowledge base on SharePoint.

Fresenius Medical Care North America 11/2010 – 4/2011

(Advantage Technical Resourcing -Consultant)

Sr. Desktop /Network Support Specialist

Responsible for work load management, SLA monitoring, and Training junior administrators.

Provided level 2 technical supports on hardware/software issues related to all networked PC's located at the Field locations via remote tools.

Coordinated all Identity Access Management (IAM) related issues with IT security team.

Liaise with security team to resolve access related issues on Oracle Identity Manager.

Provided level 1 technical support on all network printers located at the Field locations.

Assisted users in dealing with Data Cabling issues, adding network printers to PCs, configuration issues, etc.

IBM Global Services 8/2004 - 12/2008

Sr. Identity & Access management Specialist (IAM)

Responsible for work load management, SLA monitoring, and Training junior administrators.

Responsible for reviewing all ID requests for accuracy, compliance, and appropriate approval.

Focal point for auditing issues. Provided information to SAS 70, SOX, FDIC Auditors

Created and updated all SOP’s

Provided ID administration for over 25 Applications for over 4000 Internal users and External customers (e.g. SEI, EDS net IDs, Investrade, Investview, OmniPay, Oracle Financial, Network Ids on Active Directory

Managed VPN access for over 2000 users including issuing the secure id Key Fobs.

Participated in user acceptance testing (UAT).

Participated in change management and disaster recovery testing.

Reviewed the security controls for new applications and participated in new application implementations

Worked on IBM Tivoli Identity Manager implementation project for IBT

Investors Bank & Trust Company (IBT) 1/2000 – 8/2004

Identity & Access management Administrator

Performed User ID administration for over 4000 internal and 5000 external clients.

Responsible for reviewing all ID requests for compliance and appropriate approval.

Processed all critical financial application access requests such as SEI, DTCC, Omni Pay, Investrade, and Oracle Financial suites.

Managed more than 2000 VPN users including creating users, issuing key fobs, and changing/ modifying access to the users.

Responsible for issuing and managing Digital certificates for over 2000 external client.

Utilized Active Directory, EDS net, SEI, IBM Tivoli Access manager, VeriSign Control center, and Remedy Helpdesk ticketing systems to process and track all the access requests.

Bank of America (Fleet Boston Financial Corporation) 07/1993 – 01/2000

Operations Supervisor

Supervised a team of 10 employees including Hiring and training.

Managed and assigned the work load to the team

Helped manager with the hiring process, Performance review, and Career development.

Attended Daily status meeting with the upper Management.

Prepared daily and monthly matrix reports for the Dept.

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