Raghavn N

IT Support Engineer with overall 9.5 yrs in Production/Application Support and strong background in Helpdesk, Infrastructure, 2 years leading team for IT Application, Service & Support Management. Available to join immediately.

Freelance IT Support / QA at IIT Workforce (2025-01 – 2025-08)

• Managed Jira tickets lifecycle – assignment, prioritization, tracking, and closure
• Performed Manual testing, validation, and defect tracking
• Coordinated with development and QA teams for issue resolution
• Hands-on experience in performance testing using Apache JMeter
• Designed and executed test plans, thread groups, and parameterized scripts for web applications
• Created, Maintained Power BI Desktop reports and dashboards for performance analysis
• Used JMeter components like HTTP Requests, Controllers, Timers, Assertions, and Listeners effectively

Senior Backup Admin at IBM – Kyndryl (2020-01 – 2022-09)

• Administered and maintained IBM TSM backup environment for enterprise systems
• Monitored daily backup jobs and ensured successful completion
• Troubleshot backup failures and performed root cause analysis
• Performed restore operations based on business requests
• Managed backup schedules, policies, and retention settings
• Coordinated with storage and server teams for issue resolution
• Maintained backup reports and audit documentation

Lead consultant at Symantec / Norton Lifelock (2017-09 – 2019-10)

• Leading Helpdesk Support Team to meet daily delivery schedules
• Created Power BI Desktop reports and dashboards for incident, SLA, and operational performance analysis
• Delegating responsibility and ownership of tasks to Support Engineers
• Delivering services in accordance with agreed Service Level Agreements (SLA)
• Worked closely with Helpdesk teams to achieve excellence & create a workflow to reduce incident duration and increase responsiveness
• Managed Active Directory (Windows Server 2012) user administration, including user creation, password resets, account unlocks, and user lifecycle management
• Administered Security Groups, OU management, user access permissions, and resolved Active Directory authentication issues within SLA

Consultant at Saksoft Ltd (2016-02 – 2017-08)

• Handled incident tickets and provided first-level troubleshooting
• Supported application errors, system issues, and outages
• Performed basic patching activities and system health checks
• Monitored alerts and responded to incidents proactively
• Escalated unresolved issues to development and infra teams
• Maintained SLA compliance and updated tickets regularly
• Worked closely with teams during production support activities
• Ensured proper documentation and reporting

Application Support Engineer at iOPEX Technologies (2015-03 – 2016-02)

• Provided L1 support for applications in Windows and Linux environments
• Troubleshot application errors, login issues, and connectivity problems
• Performed log analysis and service restarts
• Escalated issues to DevOps/DBA teams with proper RCA
• Supported deployment and release activities
• Monitored applications and ensured uptime
• Maintained ticket queue and ensured SLA adherence

Network Support Engineer at CMC Ltd (Now part of TCS) (2011-08 – 2014-01)

• Monitored network performance and resolved connectivity issues
• Provided network support for domestic clients
• Troubleshot LAN/WAN issues, IP conflicts, and outages
• Configured and supported routers and switches
• Coordinated with ISP and internal teams for issue resolution
• Performed routine network checks and preventive maintenance
• Managed hardware inventory and asset tracking for IT infrastructure and network devices

B.Tech in Electronics and Communication Engineering (ECE) – Bharath University (2011)

MBA in Service Management – SMUDE (Online) (2016)