It Service Technical Support

굓굔굕굖 THIRUMANI SUNDARAM RAMALINGAM

굗굙굘 Bengaluru, India 귗귘귙귚귛귝규 ************@*****.*** 궭궮 +91-979******* 꺪꺫 LinkedIn: linkedin.com/in/thirumani-sundaram-68138135 것겄겅겆겇 PROFILE SUMMARY

Experienced IT Service Desk Engineer with 9+ years of expertise in technical support, IT service management, and incident resolution. Strong background in Office 365, ServiceNow, ITIL frameworks, JAMF, Intune, and remote troubleshooting. Achieved 95% first-contact issue resolution, surpassing company targets and enhancing customer satisfaction by 15%. Adept at network administration, asset management, and identity

& access management (IAM). Recognized for outstanding technical expertise and customer service excellence. 껩 KEY SKILLS & TOOLS

脥 IT Service Desk & Technical Support (Windows & Mac) 脥 Incident Management & Ticketing Tools (ServiceNow, BMC Remedy, ServiceDesk, Intune) 脥 Identity & Access Management (IAM) (Active Directory, MFA, iManage) 脥 Remote Support & Troubleshooting (VPN, Cisco AnyConnect, Palo Alto) 脥 Office 365 & Collaboration Tools (MS Teams, Webex, OneDrive) 脥 IT Asset & Vendor Management (Hardware, Software Procurement) 脥 Mobile Device Management (MDM) (JAMF, Intune, iOS/Android) 脥 Networking & System Administration (Printers, Mail Servers, Firewall) 곾곿관괁 PROFESSIONAL EXPERIENCE

Senior IT Service Desk Engineer

Universal Electronics Pvt Ltd Jun 2024 – Jan 2025 Bengaluru, India

Provide technical support for Windows & Mac devices across the EMEA region, ensuring smooth IT operations.

Manage Active Directory (AD) for user onboarding, offboarding, and access control, maintaining a 99% accuracy rate in account provisioning.

Monitor and resolve IT service requests via ServiceNow, BMC Remedy, and ServiceDesk, achieving an average ticket resolution time of under 30 minutes for critical issues.

Perform first-level troubleshooting for network, printer, and software issues, resolving 90% of tickets without escalation.

Administer Office 365, Outlook Mail Server, and Multi-Factor Authentication (MFA), ensuring secure email communication for employees.

Manage IT assets including laptops, desktops, printers, and mobile devices, reducing asset misplacement by 20% through improved tracking procedures.

Optimize vendor management for IT hardware and software procurement, achieving a 15% cost reduction through contract negotiations.

Ensure data security and compliance by managing JAMF for Mac devices and implementing Intune for endpoint security.

Train end-users on IT best practices, reducing recurring IT service desk requests by 30%. Senior Analyst III – Software Engineer

DXC Technology Dec 2019 – May 2024 Bengaluru, India

Provided 24/7 IT support (APMEA)through email, chat, voice, and ticketing systems, ensuring a 98% SLA compliance rate.

Managed user authentication and security using IAM iManage, AD, and MFA, reducing unauthorized access incidents by 25%.

Deployed and troubleshooted Office 365 applications, including Teams, Webex, and Jabber, ensuring zero downtime for remote collaboration tools.

Handled VPN support for Palo Alto & Cisco AnyConnect, ensuring secure remote access for over 5,000 users globally.

Led daily monitoring of priority and aging tickets, reducing backlog by 20% in all working days.

Implemented Intune for Mobile Device Management (MDM), streamlining remote device security and compliance.

Developed standard operating procedures (SOPs) for IT service requests, improving resolution time by 35%.

Coordinated with cross-functional teams to escalate and resolve high-priority incidents, reducing system downtime by 40%.

Senior Technical Engineer

Maxworth Electronic Systems Pvt Ltd. Jun 2018 – Dec 2019 Bengaluru, India

Diagnosed and resolved system software, network configurations, and printer issues, ensuring 99% system uptime.

Provided remote support to FOREVER21 retail stores across India, reducing IT disruptions by 30%.

Managed RF device configurations, troubleshooting barcode scanners and handheld terminals, improving inventory tracking.

Led asset management, ensuring 100% inventory accuracy through regular audits and tracking.

Developed technical documentation for IT support procedures, reducing new hire training time by 20%.

System Administrator

Remidio Innovative Solutions Pvt Ltd. Jun 2017 – Jun 2018 Bengaluru, India

Managed Gmail server administration, including user account creation, security policy enforcement, and access permissions.

Performed OS updates, system configuration, and troubleshooting, maintaining 99.5% system availability.

Led hardware & software procurement, optimizing IT spending and reducing excess inventory costs.

Maintained file system security and data integrity, ensuring full compliance with company IT policies. Senior Systems Engineer

Value Point Systems Nov 2016 – Jun 2017 Bengaluru, India

Provided IT infrastructure support for Windows, Citrix, and network-related technologies.

Ensured data protection & high system availability by implementing backup and disaster recovery plans.

Advised management on IT risk assessments, improving security posture and reducing system vulnerabilities.

Desktop Support Engineer

Mrinaal Technologies Pvt Ltd. Mar 2016 – Oct 2016 Bengaluru, India

Installed, configured, and maintained printer drivers & network devices to enhance system efficiency.

Provided on-site support and vendor coordination, reducing hardware issue resolution time by 40%.

Conducted system upgrades and security patch installations, reducing cybersecurity risks. 괓괔 PROJECTS

RedBull – IT Service Desk Implementation

Provided technical support & troubleshooting via emails, chat, and voice.

Managed SPAM filtering & website access controls to enhance cybersecurity.

Configured & authorized Multi-Factor Authentication (MFA) for user accounts.

Administered IAM iManage & Active Directory for user account lifecycle management.

Led Office 365 support & troubleshooting, including MS Teams, Webex, and Jabber.

Configured & managed VPN access (Palo Alto, Cisco AnyConnect).

Deployed software via JAMF Pro, streamlining installation & updates. Aditya Birla Fashion & Retail Ltd – IT Infrastructure Support

Provided end-to-end customer issue resolution via phone, email, and chat.

Diagnosed & troubleshot network issues, account setup, & system configurations.

Managed technical escalations for unresolved issues, ensuring timely resolution.

Led IT infrastructure support for Windows, Citrix, and printer management.

Optimized system performance, improving IT service efficiency.

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