Desigan Brabaharan

As an IT Manager, I planned, oversaw, and managed the organization's IT infrastructure to align with business objectives and strategic goals. I determined IT needs and implemented systems and networks, including PABX, Microsoft Applications (O365, Win10), VMware, vSphere, Cisco, FortiGate, and Ruckus. I collaborated with vendors to maintain and optimize ICT systems for performance and security. I successfully managed and delivered multiple IT projects, such as data center migrations, network upgrades, and cloud migrations, ensuring timely and budget-compliant completion. Leading cross-functional teams, I executed projects effectively, fostering collaboration and communication. I developed and implemented IT policies, procedures, and best practices to enhance operational efficiency and mitigate risks. I continuously monitored and evaluated IT systems' performance, identifying areas for improvement and providing technical expertise to support staff, resolving complex issues promptly.

As a Service Desk Manager, I oversaw daily operations, ensuring efficient IT support for internal stakeholders. Leading a team of 16, I provided mentorship and support to foster development and team cohesion. I represented the team in meetings, aligning service desk operations with organizational goals. I proactively implemented strategies to improve service delivery and customer satisfaction. Additionally, I motivated the team during challenges and led cross-functional teams to execute IT projects seamlessly. I also managed project budgets, tracked expenses, and maintained financial controls to ensure projects stayed within budget.

As an IT Service Desk Engineer, I provided exceptional technical support and customer service, leveraging extensive experience to efficiently resolve IT issues across various operating systems, including Windows, macOS, Linux, iOS, and Android. I applied advanced problem-solving skills and a strong understanding of networking concepts like TCP/IP, DNS, DHCP, and VPN to troubleshoot network-related issues. Utilizing ticketing systems such as IT ServiceDesk, ServiceNow, Zendesk, and JIRA, I ensured timely resolution of support requests. I collaborated with IT teams to address complex issues, identified recurring problems, recommended preventive solutions, and provided end-user training to enhance IT literacy and promote self-service capabilities.

As a customer-focused Service Desk Analyst, I provided efficient technical support and troubleshooting to enhance user experience and ensure optimal service delivery. I utilized excellent verbal and written communication skills to interact effectively with users of varying technical backgrounds. I managed the ticketing system, maintaining accurate records to prioritize and resolve IT support requests promptly. Collaborating with cross-functional teams, I addressed complex technical issues and minimized business disruption. I proactively identified opportunities for process improvement, provided end-user training to promote self-service, and stayed updated on emerging technologies and best practices. Additionally, I contributed to a positive work environment by sharing knowledge and fostering continuous learning among team members.