Nidhin Narendran
I.T Support Engineer
Al Ain
Summary
Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of task. Motivated to learn, grow and excel. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Provided support to 6000+ end users in a demanding and fast paced environment. Managed geographically diversified teams- Team management. Effective communicator and presenter.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
3
3
Certificates
Work History
IT Supervisor- Desktop And Field Support
I.B.M
Al Ain
09.2020 - Current
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Responsible for coordinating and implementing new applications, and upgrading OS in Etihad Airways offices globally.
- Carried out day-to-day duties accurately and efficiently.
- Serving as the point of contact for escalations and effectively communicating project status to all participants.
- Creating and maintaining comprehensive project documentation, plans and reports. Serving as a site administrator for mobile devices.
- Coordinating with vendors and deploying Field Engineers to remote offices.
- Built, repaired and installed computer-related hardware based on deployment procedures.
- Participated in team-building activities to enhance working relationships.
- End user specialist in diagnosing and resolving desktop/laptop hardware and software issues. Build/ image/ test/ deploy corporate desktop/laptops/citrix machines.
- Exceeded goals through effective task prioritization and great work ethic.
- Monitored company inventory to keep stock levels and databases updated.
- Project achievements: Successful deployment of bluecoat and big fix application to all outstation end users. Successful completion of laptop/desktop refresh for corporate end users.
- Windows 10 deployment for all corporate end users in Etihad Airways UAE.
IT Supervisor - Desktop and Field Support
Jumbo Electronics LTD
Al Ain
10.2016 - 09.2020
IT Supervisor- Service Desk
Etihad Airways
Abu Dhabi
09.2013 - 09.2016
- Administered and managed front line phone support to corporate end users to resolve technical issues.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Managed all incident and service requests.
- Monitored, reported and documented all major incidents impacting the business to the management.
- Responsible for the closure of all incident /service requests within the SLA.
- Categorized and prioritized the incident/service request.
- Managed end user accounts & services and set permissions in Active Directory.
- Responsible for sending out communications for planned/unplanned downtime affecting the business.
- Delegated tasks, reviewed code to conform with standards.
- Key Achievements: Contributed to the successful implementation of citrix and Sabre applications within Etihad Airways.
IT Service Desk Engineer
Emirates Net LTD.
Abu Dhabi
02.2011 - 08.2013
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted with updating technical support best practices for use by team.
- Monitored systems in operation and quickly troubleshot errors.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware and granted system permissions to new employees.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Served as the first point of contact for all IT related issues.
- Accurately diagnosed causes for hardware and software related tickets.
- Responded to incoming calls and emails received as tickets and routed them to appropriate team.
- Supported end users via various remote administration tools for IT solutions.
- Reported all major incidents to supervisor.
- Submitted service tickets for equipment maintenance requests.
- Key Achievements: Promoted to Service Desk Supervisor within 2 years of joining for outstanding performance in various projects undertaken.
Education
Bachelor in Engineering - Electronics And Communications
Coorg Institute of Technology
Coorg, Karnataka 09.2002 - 07.2008
Skills
Patient support and positioning
Certification
Project Management Professional
Timeline
Project Management Professional
08-2023
IT Supervisor- Desktop And Field Support
I.B.M
09.2020 - Current
Google IT Support Certtified
05-2020
IT Supervisor - Desktop and Field Support
Jumbo Electronics LTD
10.2016 - 09.2020
ITIL V3 Foundation
06-2014
IT Supervisor- Service Desk
Etihad Airways
09.2013 - 09.2016
IT Service Desk Engineer
Emirates Net LTD.
02.2011 - 08.2013
Bachelor in Engineering - Electronics And Communications
Coorg Institute of Technology
09.2002 - 07.2008
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