Pavithran Anthonipillai
Hayward,CA
Summary
Driven Technology Operations Engineer with a proven track record at LSEG Technology, enhancing IT service desk performance and customer satisfaction. Expert in system monitoring and incident management, I've significantly improved support processes and efficiency. Skilled in both technical troubleshooting and fostering team growth, my approach has consistently delivered results and increased departmental productivity.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technology Operations Engineer
LSEG Technology
03.2020 - Current
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Configured hardware and granted system permissions to new employees.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Increased overall departmental efficiency by automating repetitive tasks using scripting languages such as CMD and Microsoft Power Automate tool.
Associate Support Engineer
Omobio
05.2018 - 03.2020
- Assisted in the implementation of new software solutions, ensuring seamless integration with existing systems.
- Developed detailed documentation for troubleshooting procedures, streamlining the support process for future engineers.
- Increased customer satisfaction by providing prompt and effective support for software and hardware issues.
- Served as a liaison between clients and internal departments to ensure comprehensive resolution of issues affecting multiple areas of business operations.
- Enhanced system performance by identifying and resolving technical issues in a timely manner.
- Mentored junior engineers, offering guidance on best practices and industry standards for support engineering.
- Provided remote assistance to clients experiencing technical difficulties, resolving issues quickly and effectively.
- Conducted regular system maintenance tasks, ensuring optimal performance and security of client networks.
- Reduced downtime for clients through proactive monitoring of network systems and swift resolution of incidents.
- Monitored systems in operation and quickly troubleshot errors.
Education
Bachelor of Science - Computer And Information Systems Security
Arizona State University
Tempe, AZ01.2028
Associate of Applied Science - Computer Networking And Telecommunications
British College of Applied Studies
Sri Lanka11.2019
Skills
- System monitoring
- Network Troubleshooting
- Remote Support
- Operating systems knowledge Windows , MAC and Linux
- Incident Management
- ITIL Knowledge
- Escalation management
- Service Desk Experience
- Customer Success Management
- Desktop support
- Ticket management JIRA / Service Now
- Product Troubleshooting
- LAN/WAN
- Call Center Operations
- TCP/IP
- Technical Support
- Problem-Solving
- Remote Technical Support
Certification
- MTA Networking
- MTA Security
- MTA Operating System Windows 10
- MTA Windows Server 2012 R2
- MTA Cloud Computing
- MTA Mobility
- MCP Certified
- ITIL v4 Foundation Certification in IT Service Management
Languages
English
Full Professional
Tamil
Native or Bilingual
Timeline
Technology Operations Engineer
LSEG Technology
03.2020 - Current
Associate Support Engineer
Omobio
05.2018 - 03.2020
Bachelor of Science - Computer And Information Systems Security
Arizona State University
Associate of Applied Science - Computer Networking And Telecommunications
British College of Applied Studies
Similar Profiles
Antonio Duilio PorruAntonio Duilio Porru
Implementation Relationship Manager at LSEG TechnologyImplementation Relationship Manager at LSEG Technology
Saliya GunawardenaSaliya Gunawardena
Specialist Quality Assurance at LSEG TechnologySpecialist Quality Assurance at LSEG Technology
Ashish Bhaskar BhatAshish Bhaskar Bhat
Senior Portfolio Manager at LSEG TechnologySenior Portfolio Manager at LSEG Technology