Dinesh Arumugam
Blacktown,NSW
Summary
IT Technician with 10+ years of experience currently providing face to face and remote support with a high level of customer satisfaction and consistent positive feedback. Proven ability to work autonomously in fast paced and high-volume environments. Expert knowledge of desktop and server hardware and software. Extensive experience in troubleshooting and providing administration for Microsoft OS /Windows Server products and virtual infrastructures. Focused on solutions and ticket resolution within a timely manner. MS Office (3 years) iPhone and iPad Support (3 years) ServiceNow (5 years) Videoconferencing software – including MS teams (3 years) Customer Service (9 years) Monitoring (8 years) Citrix (6 years) Database Administration (1 year) Application Support (8 years) Networking (6 months) Microsoft Systems Administration (3 years) SCCM (2 years) Desktop and Server Hardware (6 years) Results-oriented Support Manager offering 8 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Support
IIT
- Installing and upgrading hardware and software and configuring systems and applications
- Organising third party repair and service technicians
- Experience using MS Access/ SQL database query and reporting
- Troubleshooting issues on Chrome, Mac and Windows OS
- Interacting with customers and guiding them with hardware and network configuration
- Organising third party repair and service technicians
Workplace Consultant
Tech Mahindra
Sydney, NSW
01.2022 - Current
- Acted as liaison or point person for communications with internal and external customers
- Performed cost analysis and cost-effectiveness studies to address gaps
- Supported team by mining, organizing, analyzing and presenting information relevant to service lines
- Provided recommendations to executive staff and other committees on best practices and forecasts
- Leveraged on-site observation and personal interviews to identify team and individual strengths
- Operational improvements based on tracking and analysis of data.
Senior Analyst
Wipro, Life & AMP
Sydney, NSW
01.2021 - 01.2022
- Analysing the ServiceNow SLC escalation ageing tickets
- Analysing with Desktop, Laptop, Printers and Mobile Devices Hardware installation and troubleshooting to fix the issue
- Managing with Teams to update the defects with concern team
- Meeting with users and concern team developer team to work with closer
- Analysing Change, Problem, Incident, Service request
- Testing all 200 service catalogues
- Reviewed all test cases and test scripts for quality and identified additional areas to review
OPERATIONS TECHNICIAN LEVEL
Sydney, NSW
03.2020 - 12.2020
- Providing customer service and technical support via face to face and remote services including installing hardware, managing access to videoconferencing software, deploying applications and building OS through SCCM, managing Microsoft Intune and activating sim cards
- Providing support and administration for the Windows 10, Mac OS, iPhone and iPad, Android devices, laptop, PC and applications including Cisco VOIP and Skype for Business
- Following inventory and logistics management processes when managing all deliveries, installing and configuring hardware, software and data, updating and maintaining the Configuration Management Database
- Supporting customers with videoconferencing and remote applications including MS teams
- Communicating effectively with others in both written and verbal format, including simplifying and explaining computer applications and processes to team members and customers
- Building strong interpersonal relationships with team members and management
- Identifying and implementing new workplace methods to increase efficiency
- Connecting people of differing functional expertise to increase efficiency
- Domain Administration experience including Active Directory, DNS, DHCP and Exchange Mailbox Administration
- Experience of Installation, configuration, Migration and deployment of Exchange Server
- Knowledge on concepts of Exchange hybrid and Office 365
- Experiences in Active Directory, DNS, DHCP & Group policy
- Experiences in Microsoft Office 365
- Good practices on Configuration and Change Management, Incident and Problem Management
- SLA metrics and Escalations for Manage Now R1 Ticketing tool
- Experiences in AWS workspace, Microsoft Azure, Intune.
SERVICE DESK ANALYST
Aveo Aged Care
Sydney, NSW
07.2019 - 11.2019
- Assisting customers with technical issues via chat, telephone and email
- Configuring and Managing the printer
- Updating and following tickets through the ServiceNow
- Configuring and Managing Microsoft Office 365 systems and MS Office
- Exchange O365 account administration\ troubleshooting
- Troubleshooting Cisco Jabber and Blue Jeans for voice conferencing system for users
- Experience in SOE and group policies, IOS and Mac products, antivirus, VPN and browser issues
- Handling user issues through SCCM remote support
- Knowledge in ITIL
- Exchange calendar/shared folder permissions and delegation
- Configuring and setting up new users on Mac; Windows operating systems
- Configuring and Managing the SCCM, Okta Verify, Symantec VIP access software systems, and VMware workspace intelligent hub
- Managing user access through the use of Identity Access Management Software (IAM)
INFRASTRUCTURE ANALYST
UST Global
Sydney, NSW
11.2018 - 05.2019
- Configuring and Managing the SCCM, Microsoft Office 365 systems, and VMware workspace intelligent hub
- Configuring and setting up for new users on Mac & Windows operating systems
- Troubleshooting issues on Chrome, Mac and Windows OS
- Updating and following tickets and managing assets through the ServiceNow software
- Troubleshooting Cisco Jabber & Blue jeans for voice conferencing system for users
- Experience in Microsoft In-Tune administrator
- Experience in MFA support & enrolment in Android and IOS devices
- Configuring and troubleshooting Okta Verify & Symantec VIP access software systems
- Managing user access through the use of Identity Access Management Software (IAM)
- Configuring Multifunction Authentication (MFA) in particular to provide mobile phone access
IT SUPPORT TECHNICIAN
Converged Medical Solutions
04.2018 - 10.2018
- (EUC, Desktop, Networking, O365 admin), Providing Tier 1 and Tier 2 technical support to clients for software, hardware and networking issues
- Updating and following up ticketing system until issue is resolved and updating clients regarding progress and timeframe for completion
- Troubleshooting issues on Chrome, Mac and Windows OS
- Suggesting long term solutions for client issues and to improve future functioning of business technologies
- Providing remote user support via Teamviewer
- Prioritising and escalating problems to Tier 3 level and following up with solutions until resolution is found
- Organising third party repair and service technicians
- Installing and upgrading hardware and software and configuring systems and applications
- Creating login IDs and password for employees to access work stations
- Previous experience with IdentityIQ or other Identity Management Software
- Experience using MS Access/ SQL database query and reporting
- A solid understanding of RBAC
- A solid understanding of MS Office Suite
TECHNICAL ADMINISTRATOR
10.2017 - 04.2018
Senior Specialist, Administator
ATS, Wipro
09.2009 - 12.2011
- Technologies, Citrix, The Crown Solutions
- Configuring and managing Citrix XenApp 6.0/6.5/7.6,7.15 environments, Web interface/Storefront configuration
- Served as escalation SPOC, aiding level2 technical teams with complex issues
- Working on critical incidents and maintaining technical solution documents like RCA and preparing knowledge base for standard issues
- Resolving issues at client side and server side in the production environment
- Manage network and storage infrastructure as it relates to the Citrix environment
- Review periodic reports of server health, resource usage, user experience and overall environment performance
- Review vendor knowledge base articles and newly released updates
- Review change control requests that impact the Citrix environment
- Supporting users with applications and Desktop related issues and managing the sessions
- Publishing the applications and desktops on Xenapp 6.5, XenDesktop7.6, XenApp and XenDesktop 7.15
- Creating and managing the Vdisks and updating the golden image as per the requirement, creating desktops from the Vdisks, management of DDC
- Representing the changes in the CAB meetings related to the Citrix environment and implementing them in the window time by coordinating with the different teams
- Resolving the profile corruption, connectivity, slowness performance issues
- Creating the computer policies and user policies of the Citrix applications and desktops
- Configuring Xendesktop 7.15 in the DEV/QA/Prod environments
- Configured Storefront, stores, and published applications as per the user requirement
- Providing support for printing problems, configuring Citrix XenApp server policies for session printers and auto creation of local printers, etc
- Deployed Citrix hotfixes, rollup packs, software packages and Windows patch to Windows servers in Citrix farm
- Based on the incident tickets, requests, change opened in Service now, Service desk communicate with the customers/users and resolve the issue in time depending upon the severity level of the ticket
- Good knowledge on incident, change and problem management as well as ticketing tools
- Create Standard Operation documents for team
Education
Diploma - Electrical & Electronics Engineering
Sri SaiRam Polytechnic
Skills
- Excellent
- Office 365 (3 years)
- Very Good
- MCP- Windows XP 7/8/10 (25 years)
- SCCM
- Citrix
- Intune
- Windows Server
- AWS
- Good
- Azure
- Linux
- Networking CCNA
Certification
Citrix Certified Administrator (CCA)
Certified in Microsoft Windows Server 2012
Microsoft Certified Professional (MCP)
Timeline
Workplace Consultant
Tech Mahindra
01.2022 - Current
Senior Analyst
Wipro, Life & AMP
01.2021 - 01.2022
OPERATIONS TECHNICIAN LEVEL
03.2020 - 12.2020
SERVICE DESK ANALYST
Aveo Aged Care
07.2019 - 11.2019
INFRASTRUCTURE ANALYST
UST Global
11.2018 - 05.2019
IT SUPPORT TECHNICIAN
Converged Medical Solutions
04.2018 - 10.2018
TECHNICAL ADMINISTRATOR
10.2017 - 04.2018
Senior Specialist, Administator
ATS, Wipro
09.2009 - 12.2011
Support
IIT
Diploma - Electrical & Electronics Engineering
Sri SaiRam Polytechnic
Citrix Certified Administrator (CCA)
Certified in Microsoft Windows Server 2012
Microsoft Certified Professional (MCP)
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