IT and Network support engineer
Resume:
Mithun Dinesh
Profile
Technology-driven IT and Network Support Engineer with over 11
years of experience in the IT and Telecom sectors, specializing in resolving complex technical issues. Skilled in providing support for Windows, macOS and Linux environments, with a strong background in IT and network support, as well as service desk management. Employment History
IT and Network Support Engineer at Nutanix
July 2023 - Present
Client: Nutanix Technologies India Pvt Ltd (Magnum Networks Support, payroll)
• Provided first-level technical support for end-users, troubleshooting and resolving hardware, software, and application-related issues via phone, email, and ticketing system.
• Utilized ServiceNow to log and manage IT incidents, ensuring detailed records of each incident and consistent tracking from creation to resolution, leading to a 30% improvement in resolution time.
• Resolved escalated tickets from Tier 1 and Tier 2 teams, ensuring minimal downtime and high user satisfaction across cross-functional departments
• Delivered advanced-level troubleshooting and technical support for desktops, laptops, mobile devices, Windows, macOS and network-related issues in a fast- paced environment.
• Interacted with vendors in Procurement, Hardware failures, troubleshooting product issues and ensured infrastructure is managed and operated in accordance with standards.
• Optimized device management processes by implementing JAMF and INTUNE tools, reducing device setup time by 40% and enhancing security protocols for 1000+ devices.
• Leveraged tools such as Jamf, Intune, Active Directory, Okta, Servicenow to perform root cause analysis, streamline support workflows, and implement long-term technical solutions.
• Configured, installed, and maintained video conference hardware, ensuring optimal performance for remote meetings and presentations.
• Administered Active Directory (AD), including user and group management, organizational units (OUs), and security permissions for over 500 users in a large enterprise environment.
• Provided day-to-day support for Office 365 applications, ensuring smooth operation of services including Outlook, OneDrive, Teams, and SharePoint.
• Supervised and trained service desk technicians, ensuring high performance, quality customer service, and adherence to service level agreements (SLAs) and key performance indicators (KPIs)
• Deployed and managed AWS EC2 instances for internal applications and testing environments.
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Address
Bengaluru, India
Email: *********@*****.***
Phone
Skills
Servicenow
MacOS
Linux
Windows
ITSM
ITIL
JAMF
AWS
Office365
IT support
IT Infrastructure Management
End-user computing
Network Operations Center
Servicedesk
User training
Languages
English
Hindi
Malayalam
Network Operations Engineer at Infinera, Cochin
April 2022 — July 2023
Client: BSNL, Kerala (Magnum Networks Support, payroll) Network Operations Engineer/Transport-Optical for Kochi Lakshadweep Islands (KLI) submarine fiber connectivity project.
• Led the implementation of HP ProLiant DL380 Gen10 Plus server for KLI NOC.
• On premise deployment and management of HPE Storeeasy 2062 Storage.
• Red Hat Enterprise Linux 8.5 installation, user management and patch management.
• Fortinet firewall implementation and management for KLI NOC.
• Installed & commissioned OTN equipment (Coriant m-Tera 8)
• Monitored the KLI network using Infinera TNMS at Kochi NOC.
• Enhanced IT support services by troubleshooting and resolving complex issues across Mac books, Dell laptops, and printers, resulting in a 30% decrease in downtime and 20% increase in overall system reliability
• Created and conducted training sessions to help users understand how to troubleshoot Windows, macOS, and mobile device issues, enabling them to resolve simple technical problems independently.
• Facilitated the IT and Network infrastructure of Network Operations Centre (NOC), Monitor & Troubleshoot Network Connections through Infinera TNMS Network Management System.
• Served as the initial point of contact for end-users seeking technical assistance in the areas of networking, collaboration tools, and end-user computing.
• Spearheaded the deployment and adoption of Office 365 across the organization, coordinating between IT and departmental teams.
• Acted as a liaison between end-users and internal technical teams, ensuring that issues were communicated clearly and accurately, providing status updates to users as needed.
• Provided high-level technical support to end-users, diagnosing and resolving hardware, software, and networking issues quickly to minimize downtime. Troubleshot issues with PCs, laptops and printers. peripherals
• Lead a service desk team, providing first-line support for all IT-related issues, ensuring timely and effective resolution of user incidents, service requests, and problems.
• Identified and escalated more complex issues to the appropriate second-level support teams, ensuring timely and effective problem resolution.
• Conducted regular performance reviews of service desk staff, identifying areas for improvement, providing feedback, and facilitating ongoing training and development.
• Created detailed troubleshooting documentation for common hardware and software issues, resulting in a 30% reduction in resolution time for IT support tickets.
• Managed and deployed enterprise-grade antivirus software Symantec Endpoint Protection, across a fleet of 1,000+ endpoints, ensuring optimal protection against malware, ransomware, and other security threats.
October 2019 — March 2022
Client: Sri Lanka Telecom (SLT) Colombo, Sri Lanka. (Magnum Networks Support, payroll) Network and Systems Engineer at Infinera, Colombo
Systems Engineer at Telcave Computing Pvt Ltd, Bengaluru February 2013 — April 2016
• Managed and maintained comprehensive IT inventory systems, ensuring up-to-date and accurate records of all hardware and software assets across multiple locations.
• Disassembled computer systems to troubleshoot and resolve hardware issues.
• Performed hardware diagnostics on desktops, laptops, and peripherals, identifying faulty components such as RAM, hard drives, power supplies, and motherboards, and coordinating replacements when necessary.
• Data-center management including Installation, configuration, administration and basic troubleshooting of Servers (IBM Blade Center S and IBM X3650 M4).
• Contributed towards continuous improvement initiatives aimed at streamlining internal processes and enhancing overall service delivery quality.
• Conducted in-depth root cause analysis to identify and remediate recurring hardware, software, and network issues, reducing repeat incidents by 40%. Education
Bachelor of Technology in Computer Science and Engineering Kannur University, Kannur (Kerala)
Certification
Fortinet Certified Associate in Cybersecurity (April 2024) Certification validation number: 8521131285MD
Red Hat Certified System Administrator (2025 - pursuing course) Network and Systems Engineer at Infinera, Mumbai
May 2016 — September 2019
Client: Mahanagar Telecom Nigam Ltd (MTNL) Mumbai, India. (Magnum Networks Support, payroll)
• Co-managed the migration of legacy network infrastructure to a modernized system, leveraging automation tools and protocols to streamline processes and improve operational efficiency for MTNL Network Operations Center..
• Maintenance of IT systems, including Laptops, desktops and servers for MTNL Network Operations Center.
• Assisted with server maintenance and administration tasks, including monitoring system performance and ensuring uptime.
• Administration of Microsoft 365 Exchange Online, ensuring seamless email flow and security for over 400 users.
• Managed hardware and OS-level maintenance, including troubleshooting, patching, and updates for both HPE and Dell servers, minimizing downtime during critical periods.
• Provided customer-focused support, acting as the main point of contact for escalated issues, and ensuring effective communication with end-users regarding progress and resolution timelines.
• Implemented regular system upgrades and patches on a quarterly basis, ensuring systems remained secure and up-to-date, resulting in a 25% reduction in security vulnerabilities and performance issues.
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