Gurusamy Manoharan

Leading end-to-end digital transformation projects for cybersecurity risk management system tailored to the organization’s needs by which Risk in the IT estate are being mitigated which gained appreciation from senior leadership Conducting risk assessments to identify potential vulnerabilities and security threats to IT systems, data and infrastructure Prioritizing risks based on their potential impact and likelihood and developing mitigation strategies in Microsoft Project

• Managing Incident, Problem, Change, Release, Service Request, Event & Knowledge Management process end to end. • Coordinating with support/operations teams to ensure respective SLA’s and KPI’s target achieved which is agreed with the customer. • Being active participant in major/critical incident bridge call/discussion to ensure services are restored as quickly as possible to ensure minimal impact to the business.

• Manages the process to restore normal service operation as quickly as possible to minimize the impact to the business operations. • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process and the team. • Responsible for the daily activities of the team members and contribute in their metrics improvement by having a one on one session frequently. • Responsible for communicating with the Incident Process owner.

• Documented thoroughly all incidents in Service Now. Relate, link, and assign incidents to the appropriate teams and escalate when systemic issues when needed. • Documented and tracked all received requests in incident management system. • Provided technical support for corporate users to include setting up computers, passwords, rights, and responsibilities using Active Directory (Computers and Users).

• Provide 1st and 2nd level support for all System related issues based on alerts that auto triggers Incidents. • Handled issues based on routers and switches, have in-depth knowledge in networking, Ip configuration. • Handled incidents\ tickets created by users experiencing server\ pc issues. • Identify the root cause of issues and resolve\ re-route incidents respectively. • Engage other support functions to achieve a collaborative resolution.

• Providing hardware, software and network connectivity issues support for end users. • Providing level 1 remote desktop support and perform other activities based on SLA. • Troubleshooting desktops and laptops. • Handling both incident management and service request tickets. • Handled windows 7 deployment project through MS SCCM Server 2012. • Managing user accounts and computers in AD MS windows server 2003 and MS SCCM server 2012

• Preparing power point personation regarding company product and services and then presenting to global customers during business meet and visit. • Providing technical support also like installing windows XP, 7 and 8 operating systems and troubleshooting the same. • Installing Microsoft office 2003 and 2007 packages and troubleshooting the same. • Installing and troubleshooting desktops, printers and scanners. • Customize desktop hardware to meet customer’s specifications and site standards.

Studied computer science engineering as full time course for 4 years which includes real time project.