Maheswaran Marimuthu
IT Support Engineer
Melbourne,Victoria
Summary
Desktop support, Team Lead Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
8
8
years of professional experience
2
2
Certificates
3
3
years of post-secondary education
Work History
Techbar Consultant (Contractor)
WorkSafe Victoria
04.2024 - Current
- Provided expert-level technical assistance to end users, resolving complex issues in timely manner.
- Managed rollbacks when necessary to quickly restore systems to their previous state in case of issues during deployments.
- Collaborated with cross-functional teams to develop comprehensive deployment plans, ensuring successful project completion.
- Troubleshot deployment failures and implemented corrective actions, minimizing disruption to end-users.
- Maintained up-to-date documentation on deployment procedures, contributing to a seamless handoff between team members.
- Conducted post-deployment reviews to identify areas for improvement and drive ongoing process enhancements.
- Maintained strong relationships with vendors, collaborating on deployment-related issues and working together to find effective solutions.
- Implemented centralized ticketing system to track, prioritize, and resolve IT support requests more efficiently.
- Optimized network performance through regular monitoring, analysis, and fine-tuning of settings.
- Maintained high availability of critical business applications by proactively addressing potential issues before they escalated into outages.
- Evaluated emerging technologies and recommended strategic investments that aligned with organizational goals while providing long-term value for company.
- Streamlined IT support processes, resulting in faster issue resolution times and increased customer satisfaction.
- Collaborated with outside departments to implement system-wide improvements.
- Monitored systems in operation and quickly troubleshot errors.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Developed and implemented preventive maintenance procedures.
Senior IT Support Engineer
ANZ Banking Group (Contractor)
2 2022 - 03.2024
- Provide leadership and guidance to team of desktop support technicians, ensuring they have necessary resources and support to meet performance objectives
- Oversee resolution of technical issues related to desktop hardware, software, operating systems, and peripherals, both remotely and on-site
- Manage resolution of IT incidents and service requests within agreed service level agreements (SLAs), ensuring timely response and resolution
- Identify training needs within the team and provide ongoing coaching and mentoring to enhance technical skills and knowledge
- Managed comprehensive inventory of all IT assets, tracking purchases, deployments, and disposals for accurate record-keeping
- Conducted regular audits and reconciliations of IT asset data to identify discrepancies and improve accuracy of inventory records
- Developed and implemented asset management procedures to optimize utilization and ensure compliance with industry regulations
- Demonstrated excellent customer service skills in addressing and resolving client concerns and inquiries promptly
- Collaborated with team members to share knowledge and expertise, ensuring consistent support and service delivery
- Collaborated with IT team to implement new technologies and tools to improve desktop support processes and efficiency
- Conducted regular system upgrades and patches to enhance security and performance of desktop environments
- Collaborate with IT teams to escalate and resolve complex technical issues that require additional expertise
- Provided timely technical assistance to clients via phone, email, or remote support tools for resolving hardware and software issues.
- Provided expert-level technical assistance to end users, resolving complex issues in a timely manner.
- Served as a subject matter expert on various technical topics, frequently delivering presentations to senior leadership and other stakeholders.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
Service Desk Analyst
IMI Solutions
01.2020 - 01.2022
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as primary point of contact for all IT-related queries within organization, directing users to appropriate resources when necessary.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end-users.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Conducted regular reviews of service desk metrics to identify areas for improvement and implement enhancements accordingly.
Education
Bachelor of Engineering Technology -
Anna University
India 04.2001 -
Masters of Information Systems - Information Systems
Central Queensland University
Melbourne Australia 01.2010 - 12.2012
Skills
Desktop Support
Vendor Management
Technical Assistance
Incident Management
Auditing
Service Desk
Project Management
Service Delivery
Leadership
Customer Support
Operating Systems
Technical Support
Microsoft Windows
Communications
Adaptability
Customer Service
Technical Information
Collaboration
Written Communication
MS Office
Languages
English
Certification
Office 365 Administration and Troubleshooting
Timeline
ITIL certification V4
05-2024
Techbar Consultant (Contractor)
WorkSafe Victoria
04.2024 - Current
Office 365 Administration and Troubleshooting
09-2020
Service Desk Analyst
IMI Solutions
01.2020 - 01.2022
Masters of Information Systems - Information Systems
Central Queensland University
01.2010 - 12.2012
Bachelor of Engineering Technology -
Anna University
04.2001 -
Senior IT Support Engineer
ANZ Banking Group (Contractor)
2 2022 - 03.2024