Murali J

About Murali J

Senior IT Specialist, IT Support Engineer, Remote support. Service Delivery Management ·…

Experience

1. Apac Cluster Manager & Technical Specialist

   HCLTech

   Jul 2018 — Present · Kuala Lumpur, MY

   Manage the Service Now platform, an IT business management solution covering Service Requests, Incident, New Change, and Problem Management.• Lead and support APAC regional teams and on-site engineers, including vendor coordination.• Administer Active Directory and Group Policies, with responsibility for managing user profiles, account creation, and deletion.• Handle and resolve service requests from end-users, VIPs, and management.• Ensure all assigned tickets are addressed and closed within the established Service Level Agreements (SLAs).• Communicate effectively with end-users and management through email, meetings, and presentations.• Manage and follow up on escalated Level 1 to Level 4 tickets for the APAC region.• Ensure adherence to defined security policies and troubleshoot SCCM-related issues.• Utilize strong diagnostic and problem-solving skills to resolve technical issues.• Provide support for corporate desktop applications, including VPN and Multi-Factor Authentication.• Maintain and update the asset inventory management system and track assets within the CMDB via the SIAM portal.• Provide remote and on-site (\"smart hands\") assistance for network, application, and production systems.• Develop and document processes and Knowledge Base (KB) articles to improve on-site employee support.• Handle all IT-related Install, Move, Add, and Change (IMAC) processes for assets.• Troubleshoot and resolve hardware and software issues on Windows 10 & 11, Mac OS 15 Sequoia & 26 Tahoe• Coordinate the identification and resolution of service incidents and problems.• Ensure the team\'s strict adherence to the escalation matrix.• Provide remote application support using tools such as Bomgar, MS Teams, and Remote Desktop Connection.• Generate daily and ESL reports from SIAM tools for customer presentations.• Manage network maintenance, upgrades, scaling activities, and Change Management procedures.

Skills

• Microsoft Certified Professional
• Windows Server
• Hardware
• Ccna
• Computer Hardware
• Tcp/Ip
• Operating Systems
• Troubleshooting
• Network Administration
• Laptops
• Technical Support
• Software Installation
• Windows 7
• Apple Certified
• Antivirus
• Windows Xp