Summary

Overview

Work History

Education

Skills

Timeline

MAGESH SHA SUBRAMANI

IT Infrastructure Operations & Services

Chennai

Summary

Fourteen plus years of experience in IT industry, of which strong and wide experience in End User Computing, IT Infrastructure Operations & Services.

Overview

years of post-secondary education

years of professional experience

Work History

Site Support Engineer (IT Manager)

NKT Cables A/S

2021-05 - Current

As an IT lead & member of Management Team, responsible for the design, installation, maintenance, and retirement of the IT Infrastructure Operations, Devices & Services that are at the core of newly setup NKT Office in Chennai.
In depth understanding of ITIL operations, IT lifecycle activities, service provisioning activities (ex: - user creation/user termination)
Excellent understanding of hardware, software related issues in laptops/desktops/server/network devices.
Coordinate with multiple regional SPoCs to understand the related regional topics / requirements and design a strategy / roadmap for the same. Leading the technology selection, rollout & focusing on organizational planning, contracts and supplier service-level agreements.
Taking complete accountability for all deliverables and outcomes through various functions aligned into the role. Acting as a point of escalation for team members and production support issues.
IT Asset Management, Procurement & Vendor Management.
Provides leadership/supervision for IT Helpdesk team in CHE, ensuring that appropriate skilled resources are in place to meet required service levels.
Works with Head of IT to establish standards and best practices for managing internal infrastructure, including network, access rights, desktops, servers, internal applications.
Collaborates with all applicable functional areas (local and global, in the business and in IT) to implement effective IT programs that are responsive to customer needs.
Monitoring availability of WAN Connectivity as daily routine task and Network Performance.
Responsible for day-to-day End User Technical Support administration, management of rollout in support of desktop, laptops, printers, Mobile, AV devices in Teams Rooms and productivity tools such as Outlook and Business Applications, management of internal network, VPN, AD User Management & other BU related applications,
Compliance controls and compliance reporting. Owns Desktop/Laptop compliance, Security Incidents and takes appropriate steps for resolution.
Managed on-site evaluations, internal audits and customer surveys
Coordinate regional IT budgeting and procurement. Support audit and compliance activities.
Installs, configures and supports new network infrastructure with support from IT Service Vendor. Also working with them on planning and implement upgrades needed to maintain service levels.
Maintains a schedule of formal service reviews with key BU stakeholders and management of key 3 rd party providers who provide IT Operational service.
Coordinate, plan and schedule the installation and Azure auto-Pilot deployments, Software/hardware upgrades, and fixes as per IT Services management & Provides after-hours service for escalated issues or for task requirements.
Understand the business processes and providing solution based on priorities
INC/RITM/SR/Tasks report generations and auditing of IT assets on regular basis from ServiceNow.
Conducting Team meeting on regular manner and discuss on proactive way of handling users.
Seek technical assistance or escalate issues with appropriate group as necessary and follow-up to ensure resolution.
Provide “Remote Hands” support for Technology functions, such as Telecommunications, Network Infrastructure Operation and Data Centre Room Operations.

Sr. IS Analyst – Tech Support

Franklin Templeton International Services (India) Pvt. Ltd

2014-10 - 2021-04

Managed the team of IT staffs providing support to 500+ End user in Chennai Site Office and supporting India & Global office locations.
Responsible for assuring users are provided efficient and timely first and second level support.
Remains on-call during off-peak hours to respond to support service issues.
Partner with global business vendors, cross functional IT teams and manage end to end solutions delivery for releases and projects based on business priorities.
Driven by continuous process improvements, operational efficiencies, scalability initiatives to make the systems and processes more reliable, predictable and efficient.
Partners with end-users and project teams to perform user-centered design and development, ensuring services delivered is project needed.
Independently leading & rolling out of Global IT projects, New Implementations in IT Infrastructures, IT engagements & responds to project team on status accordingly.
Provides staff support for administrative tasks and projects relative to Desktop, Wide Area Network, Local Area Network and other IT functions.
Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
Ensured that daily, weekly, and monthly reports to meet needs of the department.
Handled IT Asset Management activities (IT Asset Procurement, PO Release, Inventory & Vendor Mgmt.).
Maintained office inventory of IT related equipment for yearly IT Audit and monitoring institutional charges against that inventory on annual basis.
Mobile device support to end user, includes Apple and Android devices in user environment supporting Good and Airwatch MDM.

Designation – Specialist

HCL COMNET LTD

2010-03 - 2014-10

Supporting various projects in a 24/7 environment.
Acting as a Team Lead for 8 members, providing excellent day-to-day support of a desktop environment for around 1200 users and more than 1000 systems.
Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining and upgrading all PC/Laptops hardware, software and equipment to ensure optimal workstation performance.
First and second line desktop support for End Users (software, hardware and networks) Troubleshooting, administration and support at all levels.
Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
Assist with the installation, configuration, and ongoing usability of desktop, laptops, peripheral equipment and software within established standards and guidelines.
Monitored and delivered Service Level Agreements (SLA’s or KPI's).
Actively participated in rollout of Windows Seven OS, Office 2010 and other software packages to all desktops and laptops.
Documented procedures to be followed by all global support teams.
Identified computer-training needs in liaison with the appropriate training staff.
Mentor to new support staff and my team members, also train existing staff on new quality procedures.
Installation of latest Service Packs, Patches, Hotfixes for security bugs and relevant platform specific packages.
Anti-Virus installation, configuration, troubleshooting and Eradication of viruses using SEP, McAfee, EPO, Norton 365, Bit defender.
Active Directory user’s management, Performance Management, Disk space issues for end users.

Designation – Technical Support Engineer

REDINGTON India Ltd

2009-06 - 2010-03

Providing functional and technical Level 2 support on troubleshooting and diagnosing hardware and software problems, including desktop, laptop, LAN, and remote systems, through CITRIX developed GoToAssist tool.
Expertly installed, configured, monitored and troubleshot Pc’s and related hardware on all XP, Vista.
Configuring and troubleshooting desktops, laptops.
Handle and troubleshoot operating system installations, software installations such as MS Office, PC Anywhere, and Anti-virus (McAfee/ Symantec) and other software.
Configuring and troubleshooting Microsoft Outlook and Outlook express issues.
Remote administration of servers and systems for any problem across REDINGTON offices related to Windows operating system.
Remote Administration using terminal service, Team Viewer.

Designation – Associate Engineer

Accel Frontline Ltd

2008-01 - 2009-06

Deputed Site - Alcatel Lucent Responsibilities and Nature of Job:.
Experience in Service Management Tool - HP Open View Service Desk.
Performed desktop support to over 500 employees in person and by telephone.
Experience in Handling Critical User’s calls in Service Desk and classification of tickets.
Installation, Configuration and Troubleshooting of Windows XP Professional, Vista and 2003 Server.
Configuration and troubleshooting of Email Clients like MS Outlook 2003, Outlook Express.
Monitoring deployment, Updates of Antivirus, Software’s and Patch Installation on all desktops and laptops.