Theban Perumal

Senior Technical Support & System Administration Vendor & IT Service Management Process Improvement & Strategic Initiatives: Reporting & Compliance

• Managed and led a team of Microsoft 365, AD, Entra AD and MIntune deployments, ensuring compliance with endpoint security policies.
• Oversaw vendor contracts and procurement, reducing operational costs by 15% while maintaining service quality
• Managed servers, networks, and systems for peak performance and uptime.
• Installed, configured, and maintained hardware, software, and network connections.
• Monitored system performance, conducted root cause analysis, and implemented preventive measures.
• Created and managed user accounts, assigned permissions, and enforced security policies.
• Resolved hardware, software, and network issues, ensuring minimal downtime.
• Negotiated vendor contracts, reducing costs and optimizing service delivery.
• Streamlined ITSM ticketing system, improving issue tracking and resolution.
• Led automation initiatives, increasing team efficiency and reducing manual workload.
• Ensured SLA compliance, improving service quality and operational performance.
• Developed and delivered IT training programs, enhancing technical competency.
• Mentored junior engineers, fostering knowledge-sharing and professional growth.
• Implemented system-wide improvements to boost efficiency and reduce downtime.
• Optimized network performance through monitoring, analysis, and fine-tuning.
• Generated performance reports to track trends and drive improvements.
• Documented technical issues and solutions to maintain an accurate knowledge base.
• Ensured IT security compliance through risk assessments and proactive measures.

• Manage AD , SERVER , NAS , 365
• Implemented ITIL-based ITSM reporting tools to improve incident resolution times and SLA compliance
• Directed EUCD support for 1,500+ end-users, including Windows OS, Mac OS, mobile devices, printers, and peripherals
• Enforced security patching schedules and vulnerability management for 1000+ endpoints
• Enhanced team productivity by providing ongoing training and development opportunities.
• Managed and allocated staff and material resources to meet production goals.
• Utilized data-driven insights to inform decision-making processes regarding resource allocation or process improvements within the operations department.
• Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.

• Managed regional IT operations for 10+ sites, reducing system downtime by 40% through proactive maintenance
• Led 24/7 on-call support teams to resolve network and IT incidents within strict SLAs
• Conducted preventive maintenance audits for servers, switches, and telecom infrastructure
• Trained junior engineers on network troubleshooting and ITIL incident management processes

• Provided Tier 1-2 support for 1,000+ staff and students, resolving hardware, software, and network issues
• Maintained campus IT infrastructure, including Active Directory, permissions, and security policies
• Installed and upgraded OS, drivers, and applications across 500+ workstations