Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kalyani Ravi Menon

South San Francisco,USA

Summary

Dynamic IT Support Technician with proven success at InfoIMAGE, Inc., delivering exceptional end-user support and enhancing client satisfaction. Skilled in server administration and asset management, I excel in problem-solving and team leadership, driving efficient IT solutions that improve operational performance and streamline processes.

Overview

12
12
years of professional experience
1
1
Certification

Work History

IT Support Technician- Lead

InfoIMAGE, Inc.
Brisbane, USA
10.2023 - Current
  • Provide white glove end-user systems and software support, technical assistance, and resolve of issue for all operating systems in-person, by phone, and via remote conferencing access- Tier 1 to 3 support
  • JIRA and Team Support admin support and using best practices to track IT tickets on JIRA and Team Support
  • Security administrative support with FortiGate, Panorama systems, and Palo Alto Networks firewalls
  • Creating technical documents in Confluence and SharePoint for all employees
  • Support management by tracking IT hardware inventory using Endpoint Manager and Snipe-IT
  • Provide technical support and troubleshooting to resolve issues with audio-visual and other IT equipment
  • Windows Active Directory (AD) Administration
  • Microsoft 365 Administration, including Microsoft Entra (Azure), AD, and SharePoint
  • Windows Server Management: supporting Network and Enterprise Systems staff with weekend, monthly maintenance
  • Assisting Windows and network administrators with virtualizing current physical servers using vSphere
  • Setting up laptops and other equipment for employees

Business IT Solutions Specialist

Self Employed Services
San Francisco, CA
05.2023 - Current
  • Analyze, present, and implement IT solutions for over 15 clients and their small businesses (client list available on request).
  • Set up home office networks (TCP/IP, FTP, and SMTP), and VPN (GlobalProtect, Norton Secure, and Nord).
  • Troubleshoot hardware issues on desktop and laptop computers, output devices (printers, scanners, speakers, and monitors).
  • Perform antivirus and malware checks, resolve issues, and clean up Windows systems.
  • Back up file data and data migration (network and manual).

IT Help Desk Supervisor

Milestone Technologies at Workday
Pleasanton, USA
09.2019 - 01.2021
  • Working with a team across multiple sites and being the point of contact to oversee, plan, and coordinate the delivery of exceptional IT support to clients
  • Dealing with first-level escalations from team members on IT troubleshooting (Tier 1-3), customer service issues, and approvals
  • Monitoring analytical statistics and KPIs, such as tickets closed or escalated, speed of tickets completed, client ratings, and commonality of certain technical issues
  • Maintaining the cleanliness and professionalism of the helpdesk and storage areas
  • Creating a positive and fun environment, while providing coaching and technical training to any team members who need it
  • Conducting weekly one-on-one meetings with all team members about their statistics and weekly performance and preparing them for quarterly performance reviews
  • Provide white-glove IT service to Workday employees and executives
  • Specifically troubleshoot RSA Client, Global VPN, Active Directory, VMWare, Microsoft (Office 365, Azure, Teams), Slack, and Zoom issues for individual users
  • Creating tickets through ServiceNow and JIRA of Incidents and Requests through onsite, online, or on call interactions
  • Deploy and image hardware to workmates based on their on-site and home office needs

Technical Sales Specialist

Mother Computers
Victoria, Canada
09.2013 - 08.2016
  • Working directly with clients in a high-pressure sales environment
  • Troubleshooting customer complaints and technical problems in a Windows and Mac OSX environment
  • Designing custom made desktop computers for clients and companies, including installing the operating systems and troubleshooting any issues during the process
  • Teaching basic and advanced computer skills to groups of employees for businesses as well as individual customer for home use
  • Working with suppliers such as Memory Express, NCIX, Amazon, and SYNNEX to purchase high quality products at the best price for store stock

Education

Diploma - Technology, Business Information Technology Management

British Columbia Institute of Technology
Burnaby, BC
12.2018

Bachelors - English/Business

University of Victoria
Victoria, BC
05.2013

High School Diploma -

Delview Secondary School
North Delta, BC
06.2008

Bachelor of Science - Industrial Psychology

Thompson Rivers University
Kamloops, BC

Skills

  • Desktop and laptop troubleshooting
  • Server administration and support
  • Networking
  • RCA and problem solving
  • Asset organization and management
  • Writing technical documentation
  • Leadership and team management
  • Creating analytics and dashboards
  • Mediation and conflict resolution
  • Multitasking and time management
  • Working in a fast-paced environment
  • Client relationship management

Certification

  • Microsoft Azure Fundamentals, 2022
  • Microsoft 365 Fundamentals, 2022
  • ITIL Foundations, In Progress 2025

Timeline

IT Support Technician- Lead

InfoIMAGE, Inc.
10.2023 - Current

Business IT Solutions Specialist

Self Employed Services
05.2023 - Current

IT Help Desk Supervisor

Milestone Technologies at Workday
09.2019 - 01.2021

Technical Sales Specialist

Mother Computers
09.2013 - 08.2016

Diploma - Technology, Business Information Technology Management

British Columbia Institute of Technology

Bachelors - English/Business

University of Victoria

High School Diploma -

Delview Secondary School

Bachelor of Science - Industrial Psychology

Thompson Rivers University

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Kalyani Ravi Menon