ARTHI SUNDARAPANDIAN *** ** ST SW

Edmonton

Ph: +1-587-***-****

E-mail: addmse@r.postjobfree.com

PERSONAL STATEMENT:

A highly experienced and competent IT Support technician with 8+ years’ experience in a

various office-based environments. A level head providing rational approach to problem solving leads to reliability and fast solutions to IT technical issues. Ability to explain procedures in a practical & user-friendly way solving IT related problems via telephone with very strong communication & excellent verbal, written skills.

TECHNICAL COMPETENCE

SKILLS: Hard/Software troubleshooting, Helpdesk, System Backup and Recovery, Network monitoring, Computer system maintenance and installation, Cable Management; Security technologies; User authentication, Deploying PCs, SCCM, Active Directory, Group Policy, DHCP, DNS, File and Print services, Firewalls,Printer installation, switches.

TICKETING SOFTWARE: BMC Remedy, ServiceNow, Connectwise.

TOOLS: MS Outlook, MS Excel, MS Powerpoint, MS Word, Skype for Business, Office 365, Sharepoint

OPERATING SYSTEMS: Microsoft Windows 7/10, Mac, Microsoft Windows Server 2008/2012, VMware, Linux server.

TECHNOLOGIES: Powershell scripting, Active Directory, Team Viewer, Microsoft Teams, Hardware Security Technologies (User identification verification; log-in token and domain password) McAfee antivirus for software security. SCCM, Active Directory, Group Policy, DHCP, DNS, File and Print services, Firewalls, Printer installation, switches, permissions

METHODOLOGIES: ITIL

EXPERIENCE

TECHNICAL LEAD/ DEPLOYMENT TECHNICHIAN

Microserve

Edmonton

08/2019- Present

Client : Macewan university

Depoyment Technichian

04/2020- present

Problem resolution for users with hardware and software solutions provided for setting up the machine.

Perform system tests and updates after troubleshooting

Use of ServiceNow ticketing system to log calls, track the logged calls and ensure resolution of calls before closure.

Escalate high-level inquiries logged on the helpdesk to the appropriate next level of support.

Liaise with other technical teams to resolve complex client issues.

Maintained computers by installing and updating software, upgrading and replacing hardware for users

Provide support, procedural documentation and relevant reports to superiors

Prioritize and manage several open incidents/requests at one time, logged on the service desk ticketing system.

Install Microsoft Teams for users for collaboration purpose.

Participate in team trainings to facilitate support and training of users on newly deployed applications

Evaluate resolutions and analyze trends for ways to prevent future occurrences of same problems

Test and evaluate new technology, and train new hires on the client-side infrastructure.

Document Help Desk processes and standard operating procedures in an IT manual to bring new team members up to speed quickly.

Backup and recovery using Transwiz tools, Manual when necessary.

Dealing with clients and resolving their issues and answering their queries.

Maintaining inventory, tracking all monitors, CPU’s and accessories.

Leading a team for successful completion of the project.

Client: Government of Alberta, City of Edmonton

Technical Support Engineer

03/2020-04/2020

Laptops Imaging in bulk for Corona Outbreak – Project Wildfire.

Maintain technical support documentation

Perform software upgrades, including service packs, and patches

Install and configure new software and hardware services

Maintain technical support documentation and Inventory.

Collaborate with business analysts to obtain effective requirements that can be used to build or configure technical solutions

Desktop Imaging using MDT with various desktops clients.

Install, configure and troubleshoot printer installations.

Imaging, Installation of software using SCCM push and Manual installation when required

Maintaining status of each machine for status call and update.

Client: City of Spruce Grove

Deployment Technician

Edmonton, AB

12/2019- 02/2020

Desktop Imaging using MDT with various desktops and laptops including Rugged.

Hardware management, assembly of Desktops preparation of serial/ Assert tags

Decommissioning the old IT assets and maintaining day-to-day inventory to keep track of Data before Wipe.

Perform Deployments – Backup and Recovery using network drives.

Documenting various issues and solutions in issue logs for Knowledge base in the SharePoint.

Deployments covering City of Spruce Grove including Fire services, rec center, BPAC, city Hall, etc.

Follow up with clients to ensure their systems are functional and ready after Deployments- Maintaining the deployment checklists

Client: Alberta Energy Regulators

Deployment Technician

Edmonton, AB

08/2019- 11/2019

Responsibilities:

Provides identification, tracking and resolution of application problems, both on-board and within the office, on a day-to-day basis via Ticketing system namely ServiceNow

Hardware management, assembly, debugging, stress testing, server monitoring, troubleshooting and high level technical support

Desktop Imaging using MDT with various desktops clients.

Decommissioning the old IT assets and maintaining day-to-day inventory to keep track of Data before Wipe.

Perform Deployments – Backup and Recovery using DMT tool and NTFS.

Recording various Technical issues and solutions in issue logs for Knowledge base.

Follow up with clients to ensure their systems are functional and ready after Deployments.

Report customer feedback and potential product request.

Maintaining inventory, Leading Deployment team.

TECHNICAL SUPPORT ANALYST

Diligent Technical services

Edmonton, AB

01/2019 – 07/2019

Roles and Responsibilities:

Active Directory user domain including management of user accounts, computer accounts, security groups, organizational units, and group policies

Participate rollout in Diligent Technical service clients Windows 10

Windows 10 imaging using Acronis, Ghost and MDT.

Managing Users Mailbox and apps in office 365, on premise environment

Supports various remote access technologies and products such as VPN, Citrix, and MS Remote Desktop

Installs, tests, troubleshoots, and maintains Servers and Network based hardware and software products

Manage and maintain currently supported and subsequent Microsoft (MS) Windows Server Operating Systems (OS) on physical and virtual operating environments, providing technical oversight and consultation services

Perform back-up/recovery functions for Windows server environments

Assists with the resolution of application, hardware and software problems

SENIOR SYSTEM ENGINEER

Cognizant Technology Solutions

Coimbatore, INDIA

02/2015– 07/2018

Provides identification, tracking and resolution of application problems, both on-board and within the office, on a day-to-day basis via the IT Ticketing system namely ServiceNow, BMC Remedy.

Configure and support Microsoft Windows Server, Active Directory, Group Policy, DNS, DHCP, TCP/IP etc.

Participate in moves, adds, and changes to network, devices and systems in a large rollout

Perform in-person, on-site repairs of endpoint computing devices (desktop, laptop, tablet’s), printers, phones, and other peripherals.

Roll out from Air watch to Microsoft Intune (BYOD), troubleshooting connectivity issues and application issues including password management.

Complete work on assigned incidents including documentation, tracking and monitoring meeting service level agreements.

Set up, maintain and troubleshoot Microsoft Windows and Apple Mac OS computers.

Office 365, G-apps Mail and Common Mailbox configuration.

Troubleshooting connectivity issues with the customized SAP software and also solving technical issues related to the software by fixing Registry.

Citrix connectivity issues and troubleshooting Microsoft - Live-Meeting Manager, WebEx Meeting Manager.

Remote support through support center remote tool and RDC (Remote desktop connection) for Offshore Users and WebEx meeting manager / Microsoft LiveMeeting for home users.

SharePoint and share path management.

TECHNICAL SUPPORT

KGISL

Coimbatore, INDIA

05/2011– 01/2015

Provided LAN (Local Area Network) and WAN (Wide Area Network) support to remote end users

Provided technical support for routers and modem namely Netgear.

Handle daily technical support activities on desktop support, data network and basic server management.

Troubleshooting and escalation of DHCP, DNS, Wi-Fi, VPN and other network issues

Strong attention to detail

EDUCATION

Bachelor’s degree, Electronic and Communication Engineering.

Certified Computing Professional (CCP) in ITIL

Certified Computing Professional (CCP) in Six sigma yellow belt

Diploma in java EE.

References are available upon request.

Contact this candidate