Vikraman Govindaraj Email & Phone Number

Mississauga, Ontario, Canada

• Tools – Workspaceone, Outlook, ServiceNow, Bomgar Remote Tool, Airwatch, Microsoft Office 365, Active Directory, Intune.
• Delivered Tier 1 and Tier 2 technical support to a broad user base, resolving hardware, software, and network issues through phone, email, and remote troubleshooting tools.
• Managed IT incidents and service requests using ITIL-based methodologies, ensuring prompt resolution and clear communication with end-users
• Configured and deployed workstations, laptops, printers, and other IT equipment, ensuring users had necessary tools with minimal downtime
• Conducted regular software updates and hardware maintenance, applying security patches and optimizing system performance.
• Collaborated with cross-functional teams to execute IT projects, including software rollouts, infrastructure upgrades, and employee onboarding.

Mississauga, Ontario, Canada

• Tools – Active Directory, SCCM, Outlook, Qualys Agents, BMC Remedy, VDI, Teams, Qualys guard Vulnerability Scanning, Cybersecurity Asset Management.
• Exceeded the company's 90% SLA objective and increased client satisfaction by 10% by installing, configuring, and supporting every desktop application and fixing over 95% of technical issues on the first contact.
• Developed and implemented a thorough knowledge base system for Windows and project-based tools, which decreased average resolution times by 25% and improved troubleshooting effectiveness.
• To reduce client-reported issues by 20% and enhance workflow stability, I worked in coordination with the development team to test, detect, and fix recurrent issues.
• Created and delivered technical training programs for internal teams, increasing their capacity to independently troubleshoot and fix common technical problems by 30%.
• Managed and resolved issues within specified SLAs, ensuring uninterrupted company’s operations.

Bengaluru, Karnataka, India

• Investigated new and emerging software applications within industry to design, select, implement and use administrative information systems effectively.
• Conducted research to test and analyze feasibility, design, operation and performance of equipment, components and systems.
• Installed, configured, tested and maintained operating systems, application software and system management tools.
• Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
• Suggested and implemented new systems, continuously checking for accuracy and functionality during changes.
• Designed and implemented system security and data assurance.

Chennai, Tamil Nadu, India

• Rapidly identified and corrected system faults to minimize operational downtime of systems.
• Performed scheduled service work, including installations, testing and repairs.
• Monitored ongoing technical compliance with applicable laws and regulations.
• Oversaw quality assurance management and offered suggested recommendations.
• Maintained service schedule for software and hardware.
• Provided technical support in both on-site and telephone consultations.

Chennai, Tamil Nadu, India

• Removed malware, ransomware and other threats from laptops and desktop systems.
• Helped streamline repair processes and update procedures for support action consistency.
• Performed encryption, firewalls and patch management to implement and maintain system security.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.

Google Cybersecurity Ceritificate, Cybersecurity

Google

Bachelor'S Degree, Computer Science Engineering

Diploma Of Education, Computer Science