Support Engineer Specialist

ADHISHWAR RAMANATHAN

+1-573-***-**** adhishwar*27gmail.com www.linkedin.com/in/adhi67 Rolla, Missouri. PROFESSIONAL SUMMARY

IT Infrastructure and Support Specialist with 5+ years of experience providing desktop and infrastructure support across multiple sites. Adept at managing ServiceNow tickets, coordinating asset and inventory operations, and ensuring SLA and KPI targets. Strong hands-on experience supporting data center and server rooms, physically handling hardware as per remote certified technician instructions. Skilled at after-hours support, on-call rotations, and rapid incident resolution.

WORK EXPERIENCE

Ram Infotech Chennai, India

Support Engineer September 2018 - March 2022

Delivered on-site support for small businesses, setting up desktop and network environments, including configuring switches and wireless access points.

Provided operational support for local server rooms, assisting with equipment moves, patch panel work, and executing tasks directed by remote technical specialists.

Tracked inventory, documented changes, and coordinated warranty claims and vendor service visits.

Managed ad-hoc after-hours requests, maintaining high availability for urgent troubleshooting. Sify Technologies Chennai, India

Desktop Support Engineer October 2022 - March 2023

Provided on-site and remote support across multiple client locations, addressing hardware, software, and connectivity issues.

Delivered operational support in data centers and server rooms, performing physical hardware handling, cabling, rack installations, and maintenance under instructions from certified engineers and project managers.

Managed ServiceNow tickets, maintaining accurate and timely updates, meeting SLA and KPI objectives.

Installed desktops, laptops, printers, scanners, and resolved OS issues and LAN/WAN connectivity problems.

Coordinated hardware warranty repairs, vendor escalations, and asset management activities.

Available for after-hours and weekend S0 call rotations, ensuring minimal downtime for critical business operations.

Graduate Research Assistant Rolla, Missouri

Missouri University of Science and Technology September 2023 - December 2023

Provided technical support for faculty and graduate students on Windows and macOS platforms, including software installation, system updates, and troubleshooting hardware issues.

Assisted in managing lab environments, imaging and configuring 30+ systems for academic research and testing.

Documented IT procedures and created user guides for research software (MATLAB, SPSS, and cloud-based collaboration tools).

Supported network and server access requests, ensuring secure login credentials and VPN access.

Contributed to a research paper involving data privacy in university IT systems; co-presented findings at a student research symposium.

EDUCATION

Missouri University of Science and Technology Rolla, Missouri Master of Science, Major: Computer Science August 2023 – May 2025 Coursework: Machine Learning, Algorithms

Database systems and Distributed Systems

Sri Sairam Engineering College Chennai, India

Bachelor of Engineering, Major: Computer Science August 2019 – May 2023 Coursework: Operating Systems,

Functional Programming, Data Analysis

SKILLS & INTERESTS

End User Support: Desktop/Laptop setup, printer/scanner installation, OS troubleshooting

Networking: LAN/WAN connectivity, switch/router handling

Tools: ServiceNow, Remote Desktop, VPN, Microsoft Office Suite

Incident Management: SLA/KPI tracking, ticket lifecycle, escalations

Data Center & Physical: Rack, cabling, hardware installation, hands-on server support

Asset & Inventory: Warranty coordination, tracking, documentation

Operating Systems: Windows, basic Linux

PROJECT EXPERIENCE

Regional Helpdesk Expansion Support

Travelled to 3+ regional offices to support the launch of new helpdesk locations.

Led hardware deployment and configuration for over 150+ devices including laptops, monitors, and printers.

Coordinated with network infrastructure teams to ensure seamless connectivity and VPN access.

Reduced onboarding time by 30% through pre-configured image deployment using Jamf and Microsoft Endpoint Manager.

Ticket Resolution Optimization Initiative

Analysed ServiceNow ticket trends and resolution metrics across a 6-month period.

Identified 4 recurring incident types and created knowledge base articles and internal FAQ guides.

Contributed to a 20% increase in first-contact resolution and 15% decrease in ticket backlog. Cross-Platform Device Support Playbook

Designed a cross-platform support playbook covering macOS 14, Windows 11, iOS, and Android devices.

Standardized troubleshooting steps, escalation procedures, and common fixes.

Reduced average resolution time from 45 to 30 minutes for mixed-device environments. Collaboration Suite Rollout & User Training

Supported migration from legacy email system to Google Workspace for 300+ users.

Assisted in data transfer, account provisioning, and real-time support during rollout.

Conducted 5 training sessions and developed user guides, resulting in a 90% adoption rate within the first month.

Cross-Regional VPN Rollout

Designed and implemented site-to-site and client VPN solutions across four regional offices, reducing connectivity incidents by 45% and enhancing secure remote access. ODC Network Deployment & Migration

Led deployment of LAN/WAN architecture for new offshore development centers, integrated MPLS and redundant routing paths, validated design feasibility, and enforced ISO 27001 controls. ServiceNow Optimization

Managed 50–70 tickets weekly, improving SLA compliance by 30% and enhancing RCA documentation, which fed into a growing knowledge base to streamline future incidents. CERTIFICATIONS

CompTIA A+

Microsoft Azure Fundamentals (AZ-900)

CCNA (Cisco Certified Network Associate)

CO-CURRICULAR ACTIVITES

Volunteer in Student Diversity and Inclusion Committee at Missouri S&T. Member of LSAC (Library Student Advisory Committee) where I helped the University Library to serve the students, the campus and community in the best ways possible. Member of the Missouri S&T rugby team and NCR (National Collegiate Rugby) develop leadership, teamwork, discipline, enthusiasm and ability to collaborate.

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