Ratheesh Manoharan
IT Servicedesk Specialist
Dubai
Summary of Career
1. Manager – IT Operations, ? Responsible for IT Service Management & Coordination ? Vendor management and vendor selection
2. Incident Manager, ? Managing IT Service Delivery and IT Support Coordination with different levels of support across the clientle.
3. IT Servicedesk Team Lead, ? Accountable for multiple engagements like Print Solutions, Global IT Service Desk Implementation, IT SM Tool development, Testing & implementation
4. Senior Analyst, IT Operations, ? Involved in providing L2 Support Queue Management along with training in the team and out sourced team internally and at vendor locations
5. IT Servicedesk Specialist, ? Responsible for IT Service Desk Call Center Management & Coordination along with Incident Management for problem/incident tickets.
6. Analyst, IT Operations, ? Spearheaded technical support & resolution of all hardware and common software issues either through telephone, email or at user desk while attended Support calls & organizing support.
7. IT Administrator , ? Managed IT Administration involving Systems, Softwares, Mail clients, Networks and Peripherals as well as User Administration (including User Creation & User Rights Management through AD).
8. System Specialist , ? Responsible to coordinate with the staff at all levels of a client organization, analyze IT requirements and giving independent & objective advice on the use of IT. ? Involved in managing the design of preferred solutions, development of the agreed solutions, testing and implementation of the same.
9. Support Engineer , Technical Support and remained accountable to commitments to clients, prospects, partners by taking ownership of technical support calls and provide timely and accurate technical support to every customer, via phone, live chat, e-mail and/or remote control software, with the responsibilities of creating new service specifications for use in pre-sales/post-sales activities
10. Customer Care Engineer , ? Managed System Administration & Support including installation & configuration of Operating Systems/application software as well as support of 3D Graphics Workstations, Render farms, Servers, Storages, Printers, desktops, etc
Experience as IT Administrator
Petrofac International
12 September 2010
31 May 2014
? Managed IT Administration involving Systems, Softwares, Mail clients, Networks and Peripherals as well as User Administration (including User Creation & User Rights Management through AD).
? Responsible for Network share authentication/administration, Printer Installations & Organizing support with vendors, Print server administration and Security Group management & administration.
? Involved in routine system management tasks, operating system upgrades & test, preventive maintenances along with support on System and Application Softwares.
? Spearheaded technical support & resolution of all hardware and common software issues either through telephone, email or at user desk while attended Support calls & organizing support.
? Provided Server management & administration along with administration, management & support of system services like Active Directory.
? Engaged in filer management, network share authentication, print server administration & management and printer installations & organizing support with vendors
Experience as Incident Manager / Senior Analyst, IT Operations
Petrofac International
01 June 2014
20 June 2016
? Managing IT Service Delivery and IT Support Coordination with different levels of support, development and design teams.
? Accountable for multiple engagements like Print Solutions, Global IT Service Desk Implementation, IT SM Tool development, Testing & implementation.
? Responsible for IT Service Desk Call Center Management & Coordination along with Incident Management for problem/incident tickets.
? Involved in providing L2 Support Queue Management along with training in the team and out sourced team internally and at vendor locations.
Experience as Manager - IT Operations / IT Consultant
PixellPro Technology LLC
03 July 2016
30 November 2019
? Managing IT Service Delivery and IT Support Coordination with different levels of support across the clientle.
? Responsible for IT Service Management & Coordination
? Vendor management and vendor selection
? Managed execution of projects involving requirement gathering, defining the project scope, planning the timeline & resource needed along with software, hardware and network requirements.
? Responsible to coordinate with the staff at all levels of a client organization, analyze IT requirements and giving independent & objective advice on the use of IT.
? Involved in managing the design of preferred solutions, development of the agreed solutions, testing and implementation of the same.
Other 30 April 2001
Diploma In Electronics & Communication