Summary
Overview
Work History
Education
Skills
Additional
Timeline
Generic
Neelina Thaikkoottam Parambil

Neelina Thaikkoottam Parambil

IT Support Engineer
Gravesend,KEN

Summary

Experienced Systems Administrator/Desktop Support Engineer with a strong track record of providing comprehensive support for servers, PCs, Macs, and mobility devices within Windows environments. Proficient in configuring, monitoring, upgrading, and maintaining system hardware, software, and related infrastructure.

Overview

4
4
years of professional experience
6
6
years of post-secondary education

Work History

IT Support Engineer(Trainee)

Fortray global services limited
5 2023 - Current
  • Supporting Windows 10, Windows Server, Active Directory, Office 365, Microsoft Office, Microsoft Teams, SharePoint Online, OneDrive, and other Business Applications for multiple customers.
  • Prioritizing and categorizing Incidents and Requests.
  • Provide 1st and 2nd line support as part of Service Desk to assist with speedy resolution of issues raised Improvements and automation opportunities
  • Proactively managing ITSM ticket queues, identifying knowledge gaps, process Ensuring all tickets are updated to correct standard and that customer’s expectations have been set accordingly
  • Resolving basic network connectivity problems.
  • Direct unresolved issues to next level of support personnel
  • Managing helpdesk tickets through resolution and meeting SLAs
  • Plan and implement IT change requirements as per change process.
  • Support end users with any issues arising with SharePoint and One-Drive
  • Installing and Configuring Windows, Printers at customer locations and providing remote support.
  • Provide Technical Support to - Desktops, Laptops, and Mobile devices users.
  • Manage Antivirus products, McAfee, and Windows Defender.
  • Dealing with Ticket resolution and making customers fully aware of their status.
  • Managing Windows server support / Administration. Setting up new users, access rights, and passwords.
  • Perform Software and Hardware Troubleshooting.
  • Configuring and Managing Active Directory, Group Policy, DNS, and DHCP services
  • Monitor PC, Laptops, and Network performance with different tools.
  • Responsible for managing creation, updating, and removal of content on Customer Share Point, as well as overseeing user rights through O365
  • Installed, configured, tested and maintained operating systems, application software, and system management tools

Software Developer

Pixl Tech
08.2022 - 12.2023
  • Developed user interfaces with JavaScript frameworks HTML and CSS which Improved customer satisfaction
  • Developed Object-Oriented code
  • Designed and developed web applications using JavaScript
  • Built mock designs and wireframes, collected requirements from businesses, and created design documents
  • Developed projects in Java Eclipse.

Software Developer(Trainee)

Nest Cyber Capus
09.2020 - 04.2021
  • Working as a backend developer in Java and Spring MVC
  • Contributed to delivering many business requirements and defect-fixing
  • Took part in the application UI design and requirement gathering
  • Took part in Web application development
  • Expertise in Requirements Analysis, development, unit testing, and deployment
  • Participated in code reviews for peers.

Education

PG Deploma in Advanced Java -

Nest Cyber Capus
02.2020 - 05.2021

B. TECH- Electronics & Communication Engineering - undefined

North East Frontier Technical university
07.2014 - 05.2019

Skills

  • Operating Systems: Windows 11, 10, 7 /Basic Linux

  • Deploy Windows: All versions of Windows OS deployment, upgrades, Activation

  • Manage Devices and Data: Create Users, Groups, GPOs, NTFS & Shared permission, and Windows Security

  • Connectivity: VPNs, Networking, Remote Connectivity

  • Maintain Windows: Windows Backup, Recovery, Event Log, and Performance

  • Software: Microsoft Office, Microsoft Windows Servers 2012/2016/2019, Active Directory, Windows Client

  • Cloud: Office 365 Cloud /Azure AD

  • Tools: Secure CRT, Wireshark, Packet Tracer, IPAM, PRTG

  • ITSM Tools: Remedy, Atera, Jira (Atlassian)

    • Additional

    Outlook, Microsoft office, Java, CSS, HTML, SQL

    Timeline

    Software Developer

    Pixl Tech
    08.2022 - 12.2023

    Software Developer(Trainee)

    Nest Cyber Capus
    09.2020 - 04.2021

    PG Deploma in Advanced Java -

    Nest Cyber Capus
    02.2020 - 05.2021

    B. TECH- Electronics & Communication Engineering - undefined

    North East Frontier Technical university
    07.2014 - 05.2019

    IT Support Engineer(Trainee)

    Fortray global services limited
    5 2023 - Current

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