Midhun Rajan
Auckland,AUK
Summary
Capable IT Support Engineer experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
13
13
years of professional experience
Work History
IT Suppor Engineer
Juran Information Systems
Abu Dhabi , United Arab Emirates
2021.10 - 2023.04
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Developed and maintained user accounts, permissions, and access rights.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
- Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
- Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
- Configured routers and switches according to organizational specifications.
- Maintained inventory records of all hardware components within the organization's network.
- Collaborated with vendors in order to acquire necessary hardware components or software licenses at discounted prices.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Used remote login tools to assist clients with technical and product questions.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Maintained up-to-date case documentation for future reference.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
IT Support Engineer
Castle IT Solutions
Dubai , United Arab Emirates
2014.10 - 2021.09
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
- Developed and maintained user accounts, permissions, and access rights.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
- Assisted with network infrastructure design and implementation.
- Created technical documentation for internal use by IT staff members.
- Monitored server performance metrics to identify areas of improvement or optimization.
- Implemented security measures to protect organizational data from unauthorized access.
- Managed daily backup processes for all servers using enterprise-level backup and recovery software solutions.
- Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
- Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
- Configured routers and switches according to organizational specifications.
- Maintained inventory records of all hardware components within the organization's network.
- Collaborated with vendors in order to acquire necessary hardware components or software licenses at discounted prices.
- Identified opportunities for process improvements within the IT department that could result in cost savings or increased productivity.
- Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Used remote login tools to assist clients with technical and product questions.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Maintained up-to-date case documentation for future reference.
- Served as first point of contact for incoming technical service calls and emails.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Developed and maintained strong relations with customers to meet quality expectations.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Monitored support activity trends to create problem resolution and solution reports.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Stayed abreast of latest software developments to enhance job knowledge.
- Supported customers with online billing, access and account issues.
- Demonstrated advanced product knowledge to solve customer issues.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
Senior System Administrator
Oriental Cuisines Private Limited
Bangalore , India
2010.10 - 2014.06
- Maintained and administered various system software including Windows Server, Exchange, SQL Server.
- Monitored system performance on a daily basis and identified potential areas of improvement.
- Performed server hardware installations, maintenance, upgrades and repairs as needed.
- Provided technical support to end users for all hardware and software related issues.
- Configured user accounts, permissions and access rights in accordance with company guidelines.
- Implemented backup procedures to ensure data integrity and availability in case of emergency situations.
- Collaborated with other team members to develop new system architectures to meet changing business requirements.
- Diagnosed network problems using advanced troubleshooting techniques and tools.
- Created detailed documentation of existing systems and processes for future reference.
- Conducted regular audits of the IT infrastructure components to identify any security vulnerabilities.
- Trained junior staff members on best practices related to system administration tasks.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
- Increased system security and performance with proactive changes.
- Consulted users to determine areas in need of improvement.
- Set up, optimized and managed network equipment.
- Generated reports outlining network performance, costs and downtime issues.
- Researched alternative printing solutions to minimize supply and maintenance expenses.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Implemented and provided technical support for voice services and equipment.
- Maintained inventory of parts for emergency repairs.
- Configured, monitored and maintained email applications or virus protection software.
Education
Bachelor of Engineering - Electronics And Communication
Anna University
ChennaiPlus Two - Science
St.Mary's Higher Secondary School
Vellaramkunnu04.2006
SSLC -
Panchayath High School
Vandiperiyar03.2004
Skills
- Software Installation
- User Support
- Hardware Diagnostics
- Customer Service
- Data Recovery
- Application Support
- Technical Support
- Linux Programming and Administration
- Complaint Resolution
- LAN/WAN
- Application Installations
- Product Troubleshooting
- Windows XP/Vista
- Issue Troubleshooting
- Technical Troubleshooting
- Hardware and Peripherals
- Antivirus Software
- MS Office Proficiency
- DHCP/DNS Ethernet and Firewall Proficient
- Microsoft Outlook
References
References available upon request.
Timeline
IT Suppor Engineer
Juran Information Systems
2021.10 - 2023.04
IT Support Engineer
Castle IT Solutions
2014.10 - 2021.09
Senior System Administrator
Oriental Cuisines Private Limited
2010.10 - 2014.06
Bachelor of Engineering - Electronics And Communication
Anna University
Plus Two - Science
St.Mary's Higher Secondary School
SSLC -
Panchayath High School
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