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
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
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