Nissan Rayappu

● Managed Cybersecurity services, focusing on network security, achieving a 20% reduction in security incidents and enhancing overall network protection and data security. ● Managed server upgrades with zero downtime, enhancing system performance, and achieving a 15% increase in operational efficiency. ● Installed and configured network firewalls, including LAN settings and DHCP configuration, resulting in a 20% improvement in network security and performance. ● Evaluated current IT infrastructure to identify areas for improvement, optimization, and cost-efficiency, leading to a 22% increase in system performance and an 18% reduction in operational costs. ● Performed Cyber Risk Assessments and scanned client sites, reducing vulnerabilities by 35% through proactive threat identification and mitigation. ● Managed antivirus solutions using Bitdefender across all endpoints, achieving a 30% reduction in malware incidents and enhancing overall system security. ● Administered Barracuda Email Gateway Defense to secure email communications, resulting in a 25% decrease in email-borne threats and phishing attempts. ● Oversaw cloud backup solutions with Barracuda, improving data protection and achieving a 20% enhancement in backup recovery times and data integrity. ● Configured and maintained local backup systems with Synology NAS, reducing backup-related downtime by 15%. ● Managed IT infrastructure with Guardz, optimizing performance and achieving a 22% improvement in operational efficiency. ● Administered network devices such as Cisco Meraki for wireless solutions and Barracuda Firewalls for network security, achieving a 17% improvement in network reliability and a 20% reduction in security incidents. ● Led the migration to Microsoft 365, ensuring a smooth transition and improving collaboration and productivity by 25%. ● Coordinated email system migration with minimal disruption, resulting in a 30% improvement in email system performance and user satisfaction.

● Resolved complex technical issues, achieving a 30% reduction in average resolution time and improving system reliability. ● Trained and mentored junior support staff, enhancing team efficiency by 25% and improving customer satisfaction scores by 20%. ● Designed and implemented IT solutions aligned with business goals, resulting in a 22% increase in overall operational efficiency. ● Managed critical IT projects, ensuring on-time delivery and adherence to budgets, leading to an 18% increase in project completion rates. ● Led the resolution of high-impact incidents, reducing recurrence rates by 28% and enhancing system stability. ● Developed strong client relationships, increasing client retention by 30% and boosting customer satisfaction by 15%. ● Optimized systems and networks, addressing performance issues and security vulnerabilities, achieving a 25% improvement in system performance. ● Created and maintained detailed documentation and reports, improving process transparency and operational efficiency by 20%. ● Managed server replacements and workstation upgrades at client sites with zero downtime, improving system performance and increasing operational efficiency by 15%. ● Implemented innovative IT solutions based on industry best practices, leading to a 20% enhancement in support processes and system performance. ● Trained and developed support staff, leading to a 25% increase in team efficiency and a 30% improvement in first-call resolution rates. ● Ensured that all service tickets were up-to-date and managed in accordance with Service Level Agreements (SLAs), achieving a 20% improvement in SLA compliance and timely resolution rates.

● Orchestrated Windows Server upgrades, seamlessly transitioning clients to enhanced systems with zero downtime, resulting in a 15% increase in operational efficiency. ● Led the deployment of new IT infrastructures, including network setups and server installations, tailored to support business growth and operational needs, contributing to a 20% improvement in overall productivity. ● Implemented comprehensive firewall solutions, customizing policies and configurations to bolster network security, resulting in a 25% reduction in cybersecurity incidents. ● Oversaw multiple projects simultaneously, maintaining strict adherence to deadlines and budget constraints while keeping stakeholders informed, resulting in a 19% increase in project efficiency. ● Managed email security projects, deploying advanced threat protection to secure organizational communications, resulting in an 18% decrease in phishing and malware attacks. ● Coordinated migrations to Office 365 and Google Workspace, facilitating smooth transitions to cloud-based platforms for improved collaboration and productivity, resulting in a 22% increase in workflow efficiency. ● Supervised the installation of Cisco Meraki wireless networks, delivering scalable Wi-Fi solutions across corporate environments, resulting in a 17% improvement in network reliability. ● Executed Fortinet Access Point installations, enhancing wireless coverage and network security, resulting in a 21% decrease in network downtime. ● Ensured quality assurance through rigorous testing of software and systems, confirming their functionality and security, resulting in a 27% decrease in software defects. ● Replaced and installed servers for multiple dental practices and completed 100% of PMS migrations (Abeldent, Dentrix, Cleardent) on schedule while providing advanced support for imaging software (Carestream, Dexis, Sidexis) and configuring imaging equipment drivers, improving overall system reliability and device performance by 35–40%.

● Completed formal training and hands-on labs in structured cabling systems, installing and terminating 50–120 drops (Cat5e, Cat6, Cat6A) using patch panels, keystone jacks, and racks in compliance with TIA/EIA and ANSI standards. ● Performed cable testing and certification, achieving ~95–98% first-pass success rates using industry-standard tools and methodologies. ● Gained practical experience in fiber-optic installation and testing (200–800 meters), including cable preparation, fusion splicing, and validation using OTDR and power meters. ● Applied networking fundamentals by configuring 5–15 devices in lab environments, working with switching concepts, VLANs, and basic Network Access Control (NAC). ● Installed and configured CCTV surveillance systems (camera setup, basic positioning, connectivity, and testing) along with access control solutions (RFID, keycard, biometric) in simulated environments. ● Developed strong troubleshooting and diagnostics skills by identifying and resolving cabling and connectivity issues during structured lab exercises. ● Maintained accurate labeling and technical documentation for cabling layouts, test results, and system configurations. ● Completed WHMIS and Working at Heights training, consistently applying safety procedures and maintaining a zero-incident record.

● Led AI integration for dental practice management softwares, improving clinic workflow efficiency by 30% through automation of routine tasks while ensuring secure handling of patient data. ● Developed and executed support and cybersecurity strategies that reduced software and system downtime by 25%, maintaining seamless operations across multiple client sites. ● Performed server and workstation replacements and configured secure API connections, reducing system downtime by 25% and strengthening network data integrity. ● Collaborated with development teams to implement AI-driven features and API integrations, increasing patient data accuracy by 20% while adhering to data protection best practices. ● Designed and delivered end-user training programs on AI tools, APIs, and secure workflows, boosting adoption by 40% and optimizing manual processes. ● Monitored system and API performance, providing strategic recommendations that enhanced AI processes, reduced manual workload by 15%, and strengthened overall system security. ● Established best practices for AI support, API integrations, server, and workstation management, enabling scalable and secure deployment across multiple dental software platforms.

● Replaced and upgraded legacy servers, improving system uptime by 30% while minimizing operational disruptions. ● Configured backup domain controllers and transferred FSMO roles, reducing Active Directory downtime by 30% and enhancing network reliability. ● Optimized servers, consolidated domains, and performed structured upgrades, decreasing overall network downtime by 25%. ● Administered Microsoft 365, Windows Server, VPN infrastructure, and managed Cisco Meraki, Fortinet, Barracuda, Ubiquiti, and TP-Link access points, boosting remote productivity by 35% and strengthening network security. ●Conducted vulnerability assessments and implemented security best practices, reducing endpoint risk exposure by 25%. ● Supported IT infrastructure planning and deployment, including server and firewall replacements, domain upgrades, and Wi-Fi rollouts, improving project efficiency by 20%.

● Diagnosed and resolved over 150 technical issues weekly, achieving a 95% success rate in troubleshooting Windows and Linux systems, hardware, and network-related problems, ensuring minimal downtime. ● Provided top-notch technical support and guidance through TopDesk and ITIL practices, managing over 200 user queries weekly, and achieving a 90% resolution rate within SLA. ● Supported and maintained Microsoft SQL Server, MySQL, and Microsoft Exchange, assisting in their optimal functioning, resulting in a 30% decrease in software-related issues and enhanced database performance. ● Administered Windows and Windows Server systems, including Active Directory and Office 365, ensuring smooth operations and achieving a 25% reduction in system-related glitches. ● Fostered hardware maintenance, repairs, and upgrades for computers and peripherals, reducing hardware failure rates by 15% and extending equipment lifespan. ● Assisted in web development tasks using HTML, JavaScript, PHP, and Java, contributing to the deployment of web-based solutions and applications within specified timelines. ● Accelerated VMware environments and Citrix systems, ensuring seamless virtualization and application access, resulting in a 30% decrease in downtime and improved virtual resource utilization. ● Implemented IT security measures, including firewall configurations and access controls, resulting in a 25% decrease in security breaches and data loss incidents. ● Structured user training sessions on Windows 7/10, Microsoft Office Suite, and email systems, enhancing user productivity by 15% and reducing help desk requests. ● Transformed remote technical assistance using ITSM tools like Office 365 and remote desktop applications, resolving 80% of user issues remotely and reducing onsite visits.

● Processed credit card transactions, managed cash drawers, and addressed customer inquiries and complaints, maintaining an accuracy rate of over 98% in financial transactions. ● Accurately identified and updated prices, improving pricing consistency and accuracy, leading to a 15% decrease in pricing discrepancies at the gas station. ● Successfully resolved customer complaints, resulting in a 25% increase in customer retention and overall satisfaction scores. ● Oversaw fuel pumps, monitored fuel tanks, and ensured optimal air pressure in tires, contributing to a 15% reduction in equipment downtime and minimizing service interruptions. ● Directed routine maintenance tasks such as oil changes and monitored fuel quality, resulting in a 10% decrease in service-related issues and a safer fueling experience for customers.

● Improved accuracy and efficiency by updating data entries, precisely updating caller profiles, and increased customer satisfaction by 2X by assisting with queries. ● Answered an average of 15+ calls, e-mails and faxes per day, addressing customer enquiries, solving problems and providing product information contributing to a 20% enhancement in customer retention rates. ● Followed all operational procedures for cash handling, health and safety, and security to ensure the well-being of staff and customers at all times. ● Participated in quality improvement initiatives, contributing to the enhancement of overall customer service by identifying and implementing process improvements. ● Handled guest inquiries and concerns promptly and professionally, achieving a 95% resolution rate and maintaining a high level of customer satisfaction.

● Worked with a team of 27 developers that created an e-commerce website using PHP, MySQL, and JavaScript within 3 months. ● Designed and launched 10+ interactive dashboards, utilizing React.js and Node.js, resulting in a 40% increase in data accessibility. ● Automated feature tests for both front-end and back-end using a range of languages and tools (Java, Python, C++, TestNG, Selenium, etc.), increasing test coverage by 25%. ● Spearheaded manual feature testing, including test case creation, execution, bug reporting, and improvement suggestions, achieving a 15% reduction in post-release issues. ● Tracked, identified, and logged bugs using Rational ClearQuest and ITS, collaborating with developers to ensure prompt bug resolution. ● Constructed a responsive email template in HTML5 and CSS3 that increased the clickthrough rate by 78%, an improvement from previous years. ● Amplified Laravel for Back-End Web Development, streamlining server-side processes and reducing system downtime by 15%.

● Facilitated troubleshooting and technical support to resolve 200+ customer inquiries per week, achieving a 95% first-contact resolution rate. ● Introduced ServiceNow ticketing system to efficiently track, manage, and document customer issues, resulting in a 30% reduction in resolution time. ● Strengthened the Service Desk operations, overseeing a team of 10 specialists, and consistently exceeded departmental KPIs, maintaining a 98% customer satisfaction rating. ● Implemented process improvements that reduced service request backlog by 40%, ensuring timely resolution of customer issues.

Science Stream , GCE A/L (Advanced Level)