Raja Paramasivam
Dubai
Summary
Results-driven Senior IT Support Engineer with over 15 years of extensive experience in delivering advanced technical support, troubleshooting complex issues, and overseeing system administration within diverse IT environments. Expertise includes managing on-premises and cloud-based systems, along with proficiency in virtualization technologies, network administration, and security protocols. Demonstrated ability to enhance system performance, minimize incident resolution times, and streamline workflows, consistently contributing to organizational efficiency. Committed to exceptional customer service and fostering professional growth among junior team members through effective mentorship and communication skills.
Overview
21
21
years of professional experience
1
1
Certification
Work History
IT OPERATIONS & SUPPORT ENGINEER
Emirates Airline
02.2022 - Current
- Currently working as an IT Support Engineer/ Coordinator dealing with airline inflight services with vendor.
- Coordinating and managing with Vendor(s) to achieve the incident SLAs to achieve the target time.
- Identifying and fixing all customers’ in-flight hardware and software issues with the support of vendor.
- Support for Customers Worldwide for all applications, OS, and network related issues.
- Handling ITIL process for logging a case, managing KPIs, Problem management using ServiceNow software.
IT Operation & Support Technician
Emirates Airline
01.2008 - 01.2022
- Responsible for handling all inbound/ outbound customer calls related to applications, software’s, hardware, and peripherals.
- Involved in Preparing the Operating Systems to platform, integrating, deploying, and testing the global solution within the Client’s infrastructure for Airport Expansion project.
- Installing, Configuring and Managing Active Directory (Domain Forest), Local Area Network in Client Office, Deploying the Office Suite and the Anywhwhere365 Client in the local Users machine using the SSCM
- Responsible for Installing, Migrating and Deploying shared mailboxes and printers.
- Involved in Configuring and Migrating the Mailboxes to Exchange 2013/ 2016
- Providing access to the shared drives and servers as per ITIL process.
- Monitoring the customer calls queue and managing using Anywhere365
System Administrator
Planet Tours & Travels
02.2006 - 11.2007
- Trouble shooting and problem resolution of elusive customer network difficulties.
- Implemented efficient procedures for problem identification, tracking, documentation, assignment, and Close-out that reduced ticket resolution time by 95%. Resolve escalated support requests.
- Troubleshot, analyzed, and resolved tickets 24/7. Closed 95% in-bound requests within 20 minutes.
- Monitoring & handling escalation processes and monitoring other support professionals and International Clients via phone and remote support.
Service Engineer
CMTES InfoTech
07.2004 - 11.2005
- Having 1+ years of Experience in installing the software for Windows 95/98, Win2000/2003 Server and managing the entire LAN configuration.
Education
Master of Business Administration - Information Technology
IIBMS
01.2011
Diploma - Computer Technology
K.L.N Polytechnic College
01.2004
Skills
- Proficient in Windows and Linux environments
- Database management: SQL, Oracle
- Proficient in TCP/IP, DNS, DHCP, and VPN networking
- Experience with VMware vSphere and Hyper-V platforms
- Skilled in cloud platform management
- Skilled in multiple programming languages including Python and C
- Experienced with monitoring tools: Splunk and ServiceNow
- Endpoint protection and monitoring
Accomplishments
- Reduced incident resolution time by 95% by streamlining ticket escalation and resolution processes.
- Suggested a Shift-Left solutions that helps to satisfy the customer at first level
- 100% MI resolution within 24/7 teams (L2 support)
- Led the successful deployment of Windows 10 to 300+ users, significantly improving system performance and user satisfaction.
- Reduced recurring technical issues by creating a comprehensive internal knowledge base for troubleshooting and FAQs.
- Maintaining the Key Performance Indicators (KPIs); minimum backlog, quicker response time, incident trending, knowledge updates, etc..
Certification
- ServiceNow Certified System Administrator (CSA)- 2023
- Microsoft Certified Solutions Expert (MCSE)
- MCTS Microsoft Exchange Server 2003, Configuration
- MCTS Managing Windows Messaging
- Windows 10 Desktop Certified technician
- Mastering in Python
- CompTIA A+ Certification
- ITIL V3/ ITIL V4 Foundation course.
Languages
English
Advanced (C1)
Hindi
Intermediate (B1)
Tamil
Bilingual or Proficient (C2)
Malayalam
Upper intermediate (B2)
Timeline
IT OPERATIONS & SUPPORT ENGINEER
Emirates Airline
02.2022 - Current
IT Operation & Support Technician
Emirates Airline
01.2008 - 01.2022
System Administrator
Planet Tours & Travels
02.2006 - 11.2007
Service Engineer
CMTES InfoTech
07.2004 - 11.2005
Diploma - Computer Technology
K.L.N Polytechnic College
Master of Business Administration - Information Technology
IIBMS
Training
- ServiceNow Fundamentals – ServiceNow
- ITIL V3 Foundation – Zabeel Institute
- Mastering Python Training Program – Tech Academy
- Microsoft Office 365 and Teams - LinkedIn Learning
- Power BI: Dashboards for Beginners – LinkedIn Learning
- AZ-900 Microsoft Azure AI Fundamentals – Microsoft Certified
- Azure Active Directory – Microsoft Certified
- Managing Windows Server 2019 – Microsoft Workshop Remote
- First Aid/ CPR – American Safety & Health Institute.
Disclaimer
I hereby declare that the details furnished above are true to the best of my Knowledge. Date: [Raja Paramasivam]
Core Competencies
- Technical Support & Troubleshooting
- Splunk, AppD, Tibco
- Service/ Change/ Problem management transitions.
- Network & Server Management
- Cloud Services (Microsoft Azure)
- Windows/Linux/Mac OS Systems Administration
- ITIL Service Management
- Active Directory, DNS, DHCP
- Backup & Disaster Recovery
- GenOps, Observability, CMDB maintenance
- Operation and Business value Dashboards
- Departmental reporting
- Team Leadership & Mentorship
- Vendor & Stakeholder Management
- IT Project Coordination
- Knowledge in containerized solutions - Docker and Kubernetes