Prakash MR

With more than 9 years of experience in Operations Management and Technical Team, I am presently working as a Senior System Engineer with Hexaware Technologies in Chennai. My expertise includes remote desktop management, complete troubleshooting, and providing superior user support. I have earned a reputation for my organizational ability, flexibility in the implementation of new technologies, and demonstrated capability to improve team performance and build customer relationships

Senior System Engineer Hexaware Technologies 05/2018 - Present Chennai, India Leading technical team and operations management Troubleshooting all kinds of technical issues working remotely, including OS issues, hardware failures, and software/hardware configurations Manage & deliver team performance as per SLA and quality standards Maintain good relationships with Customers/Clients Auditing calls and sending monthly and weekly SLA Performance reports to the management Supervise and synchronize activities during incidents and preside over bridge calls for effective coordination and resolution Installing commercial and non-commercial software based on approval Mentoring and training new hires, attending meetings, and focusing on targets & achievements Direct involvement in incidents causing service impacts, acting as escalation point for timely resolutions maintaining SLA at 95% Experience working on high priority incident tickets (P1, P2) under critical deadlines Responsible for monitoring GENESYS Dashboard Sending announcements for critical issues and activities Providing support to VIP users and managing ticket priorities to achieve 100% SLA 

System Engineer Samartha Info Solution Pvt.Ltd 09/2017- 04/2018 Chennai, India Contributed to technical support and issue resolution for IT team Ensure tickets are logged for all issues for tracking purposes Providing technical support to end-users on various endpoints like Antivirus, Outlook, SFB, and more Handling remote location calls and issues through tools like SCCM remote client and Cisco WebEx Installation and troubleshooting of Citrix applications Providing support for printers, mobile devices, and Windows Systems Closing tickets on priority basis to achieve 100% SLA Providing technical/Floor support for senior management meetings Working with Non-Compliance reports for McAfee, SCCM, and Patches and trying to achieve 100% Compliance 

Desktop Support Engineer IMSI Global India Pvt.Ltd 05/2016 - 08/2017 Chennai, India Provided desktop support and IT solutions for internal clients Providing systems for new users and installing software as per organizational guidelines Troubleshooting MS Outlook 2013 issues Bit-locker Encryption for laptops and desktops Coordinating with vendors for hardware issues and replacements Administering and managing H/W inventory of Desktops Handling priority tickets and escalations Checking and updating antivirus on desktop and laptops

Bachelor of Engineering (Computer Science and Technology) in SCAD College of Engineering and Technology 08/2009 - 07/2013 Tirunelveli, India CGPA 6.4