Silvy Prasad
Dubai,UAE
Summary
IT professional with expertise in hardware support, troubleshooting, and system administration. Skilled in customer service, network support, and software installation. Proficient in ITIL & ITSM frameworks, firewall management, and remote support with ManageEngine. Experienced in managing antivirus solutions and optimizing IT infrastructure using Microsoft 365 and advanced knowledge of AD and DNS protocols.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work history
IT SUPPORT ENGINEER
Aster DM Healthcare
Dubai, United Arab Emirates
05.2024 - 08.2025
- Provided advanced troubleshooting and technical support for hardware, software, and network-related issues escalated from Level 1, ensuring timely resolution within service level agreements (SLAs).
- Handled escalated support tickets, resolving high-priority issues and working with vendors and internal teams to find solutions quickly. | IT service Desk Tool
- Administrating the remote and onsite support for desktop and laptop configurations, software installations, and network configurations, ensuring minimal downtime for end users. | ManageEngine Tool
- Monitored and supported system backups, performing regular checks and recovery tests to ensure data integrity and disaster recovery readiness.
- Proven ability to respond to user inquiries in person and via phone, delivering high-quality support across all company-supported applications.
- Managed user accounts and permissions, handling tasks like password resets, user creation, and access management in Active Directory to ensure secure resource access.
- Set up access control rules and VPNs to enable secure remote access for employees working from different locations. | Akamai VPN
- Provided advanced troubleshooting and technical support for Office 365 applications, including Outlook, Teams, OneDrive, and SharePoint, ensuring users had uninterrupted access to cloud services.
- Assisted in the implementation of multi-factor authentication (MFA) to enhance access security for sensitive systems. 0365 | Microsoft Authenticator
- Advanced knowledge in supporting and troubleshooting current Microsoft windows operating systems.
- Proven ability to respond to user inquiries in person and via phone, delivering high-quality support across all company-supported applications.
- Experience in setting up meeting rooms, including video conferencing equipment and ensuring seamless connectivity for presentations and discussions.
IIT ADMINISTRATOR
CREDENCE HIGH SCHOOL
Dubai, United Arab Emirates
01.2020 - 05.2024
- Provided technical support for desktop computers and peripherals.
- Installed and configured software applications on desktop systems.
- Managing G-mail Admin console of G suit ,School ERP and Website.
- Assisted users with troubleshooting and resolving technical issues.
- Perform regular system updates and upgrades to maintain security.
- Managing and maintaining checklists for all new installations.
- Documenting any processes which employees need to follow.
- Setting up web conference using Zoom, Skype and MS Teams.
- Utilized remote desktop tools for troubleshooting and support.
- Setting up and managing user accounts and permissions.
Education
BTech - Computer Science
MG University
India 07.2013 - 06.2017
Skills
- Hardware Support & Troubleshooting
- Customer Handling Skills
- Setting up Meeting Room
- Software Installation & Configuration
- System Administration & Maintenance
- Network Support
- ITIL & ITSM
- Ticketing System (Itservicedesk)
- Setting up Mac laptops
- Remote Support (ManageEngine)
- Antivirus Management (Sentinel One)
- AD, DNS & DHCP
- VPN & Remote Connectivity
- TCP/IP Protocols
- Microsoft 365
Languages
English
Fluent
Malayalam
Native
Tamil
Fluent
Hindi
Beginner
Timeline
IT SUPPORT ENGINEER
Aster DM Healthcare
05.2024 - 08.2025
IIT ADMINISTRATOR
CREDENCE HIGH SCHOOL
01.2020 - 05.2024
BTech - Computer Science
MG University
07.2013 - 06.2017
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