Sreedev Vijayan Pillai

●Resolved software, hardware, and network issues, provided AV support, and documented incidents. ●Deployed, monitored, and supported IT equipment, including PCs, laptops, projectors, and networking devices. ●Installed and configured new network lines, calculated and installed projector upgrades, and provided off-campus support for special projects. ●Communicated between internal teams to debug new images, supported crisis management, and mitigated power failures and network outages. ●Performed regular inspections and maintenance, upgraded PCs between semesters, and provided on-site technical support and hardware repairs.

● Strategically handle multiple client support requests within defined service-level targets, achieving real-time or same-day resolutions that significantly enhance customer satisfaction. ● Provide comprehensive support for hardware, peripherals, Microsoft 365 users & management, mailboxes, and services, ensuring seamless operations for our clients. ● Exhibit robust troubleshooting skills in resolving a wide range of hardware/software issues including server notifications, antivirus triggers using Sentinel One, and adeptly communicate the root causes to stakeholders. ● Efficiently manage inbound triage by filtering and routing calls, tickets, and emails to Level 2 support using HaloPSA, while ensuring accurate and consistent documentation of tasks and issues. ● Utilize Ninja RMM for proactive monitoring and management of client systems, enabling early identification and swift resolution of potential issues. ● Administer and manage Active Directory and Exchange 365 environments, ensuring optimal configuration, security, and functionality. ● Maintain meticulous IT documentation using IT-Glue, ensuring accurate and up-to-date information is readily available, which significantly improves operational efficiencies and provides a solid foundation for decision-making and problem-solving processes. ● Demonstrate a strong ability to work both autonomously and collaboratively within a team, managing communications effectively across diverse business user groups using ConnectWise for ScreenConnect for seamless remote support and collaboration.

●Played a key role in the IT Hardware team as part of the work-study program. ●Ensured the continuous operation of Conestoga's IT infrastructure through regular inspections and maintenance. ●Integrated new systems into the Conestoga domain and configured PC based on requirements, securely erased SSDs. ●Supported the on-campus IT Warehouse, including e-waste and inventory. ●Deployed, monitored, and supported various IT solutions, including desktops, networks, projectors, and printers, while providing technical support for the Doon Campus. ●Provided on-site technical support and conducted hardware repairs for labs, faculty, staff & students, efficiently managing campus-wide IT operations using the BMC Helix ITSM ticketing system.

● Delivered remote IT support for invoicing software applications while establishing and maintaining robust connections with 10+ high-profile clients. ● Ensured continuous uptime of the company's financial software, specifically Express Invoice. ● Administered identity and access management for the company's financial software system, guaranteeing that only authorized employees had access to the system. ● Assumed the additional responsibility of training 2 newly hired employees within the company. ● Executed, monitored, and tested organization-wide backups of financial data, which played a critical role in ensuring the successful backup of company financial data in the event of a failure.

● Procured and deployed Express Invoice Software to streamline invoicing procedures, increasing efficiency by 25%. ● Led the transition to remote billing, improving operational flexibility. ● Implemented cloud-based data backup solutions, enhancing data security and accessibility. ● Managed motor claims processing, optimizing workflows and reducing turnaround time. ● Conducted regular team meetings to facilitate communication, address issues, and share updates.

● Managed motor claims processing, optimizing workflows and reducing turnaround time. ● Conducted regular team meetings to facilitate communication, address issues, and share updates.

• Data entry of various invoices and quotations. • Holding regular phone meetings with customers to discuss the claim process.

● Conceptualized and produced high-definition vector graphics tailored for professional-grade printing.

● Engineered and developed 5+ system images to enhance system deployment processes. ● Conducted hard drive partitioning to align with individual user requirements. ● Managed software-based data recovery solutions, safeguarding data integrity. ● Oversaw the integration of office printers into the local area network (LAN), ensuring seamless functionality.

Successfully managed traffic & crowd systems for the annual Formula One Race in Bahrain, ensuring seamless operations and event coordination.

> University was previously known as AMA International University of Bahrain > Deans Recommendation List > Academic Excellence Awardee > First Place Runner Up in BRINC Batelco Hackathon held in December 2020 > Second Place in Science Quiz held in May 2017 > Student Member of IEEE > Student Representative in the International Leader Shift Conference - 2019 (Bahrain)