SHANMUGA PRASAD
ANALYST (SEVER SUPPORT)
Seremban, Negeri Sembilan,05
Summary
Experienced IT Analyst with over 15 years of expertise in server administration, application management, and technical support. Proficient in maintaining Windows and Linux server infrastructures, ensuring optimal performance, and resolving complex technical issues. Demonstrated success in supporting business-critical applications and adhering to ITIL best practices for incident and problem management. Skilled in managing databases (SQL Server, MySQL), system upgrades, and security protocols. Strong communicator and team collaborator, with a proven track record of delivering excellent customer service and technical solutions in fast-paced environments. Certified in ITIL and Linux.
Overview
15
15
years of professional experience
Work History
ANALYST (SERVER SUPPORT)
DELL TECHNOLOGIES
CYBERJAYA
11.2019 - 10.2024
- Administered and maintained Windows and Linux server infrastructure, ensuring optimal system performance and uptime;
- Provided Tier 2 and Tier 3 support, diagnosing and resolving complex server-related technical issues to minimize system downtime;
- Monitored server performance and health, proactively identifying and addressing potential issues to ensure uninterrupted services;
- Managed backup operations and maintained data integrity, ensuring compliance with company policies and disaster recovery plans;
- Maintained detailed records of server configurations, software licenses, incident logs, and change requests;
- Implemented security measures and adhered to best practices for server hardening, patch management, and threat mitigation.
ANALYST (APPLICATION MGMT SYSTEM)
DELL TECHNOLOGIES
03.2013 - 10.2019
- Monitor the performance, availability, and reliability of business applications using application management tools;
- Respond to application incidents, perform root cause analysis (RCA), and implement corrective actions to resolve issues promptly;
- Proactively identify potential issues, analyze system logs, and take preventative measures to avoid system downtime;
- Investigate and troubleshoot application-related incidents reported by end-users or detected through automated systems;
- Escalate issues to the relevant teams (e.g., infrastructure, development, database) when required, ensuring timely resolution within agreed service levels (SLAs);
- Assist in routine maintenance tasks such as patching, upgrades, and configuration changes for applications;
- Work closely with application owners to ensure all system changes and enhancements are implemented with minimal disruption;
- Optimize application performance by tuning system configurations, improving response times, and reducing errors;
- Generate regular reports on application performance, usage metrics, and downtime statistics;
- Analyze performance trends and provide recommendations for improvements or upgrades to enhance application stability and user experience.
HELPDESK-BPO
HEWLETT PACKARD (HP)
11.2009 - 01.2013
- Provided first-line technical support via phone, email, and chat to end-users, resolving hardware, software, and network issues;
- Diagnosed and resolved system-related issues, including login problems, connectivity failures, and software malfunctions, for HP products (desktops, laptops, printers);
- Managed incident tickets through a ticketing system, ensuring accurate documentation, timely escalation, and resolution of issues within agreed SLAs;
- Communicated technical solutions to users in a clear, concise manner and guided them through troubleshooting processes to maximize productivity;
- Documented solutions for known issues in the knowledge base, improving team efficiency, and response times;
- Collaborated with second-level support teams and software vendors to address complex technical issues;
- Monitored open calls and escalated unresolved issues according to escalation procedures, ensuring consistent follow-up with users.
Education
CERTIFICATE - LINUX
AXELOS
KUALA LUMPUR 04.2001 -
CERTIFICATE - ITIL
APMG INTERNATIONAL/AXELOS
KUALA LUMPUR 04.2001 -
CERTIFICATE - COMPUTER A- SUPPORT CERTIFICATION
ZOOM TECHNOLOGIES
INDIA 04.2001 -
CERTIFICATE - JAVA PROGRAMMING
KASTURY COLLEGE
KUALA LUMPUR 04.2001 -
Skills
Technical Skills:
Proficient in Windows Server (2008, 2012, 2016, 2019) and Linux (Red hat)
- Database Management:Experienced in Microsoft SQL Server and MySQL; skilled in database backup, restoration, optimization, and query performance tuning
- Incident Management:Knowledge of ITIL processes (Incident, Problem, and Change Management) and ticketing systems (ServiceNow, JIRA, Remedy)
Accomplishments
- 5-Year and 10-Year Service Awards: Recognized for dedicated service at Dell Technologies, celebrating 5 and 10 years of contributions to the organization.
Hobby
Active Badminton and Futsal Player
Languages
English
Malay
Tamil
Additional Information
Active badminton and futsal player, regularly participating in tournaments and team activities. Represented Dell Technologies in both sports, achieving gold and silver medals.
Timeline
ANALYST (SERVER SUPPORT)
DELL TECHNOLOGIES
11.2019 - 10.2024
ANALYST (APPLICATION MGMT SYSTEM)
DELL TECHNOLOGIES
03.2013 - 10.2019
HELPDESK-BPO
HEWLETT PACKARD (HP)
11.2009 - 01.2013
CERTIFICATE - LINUX
AXELOS
04.2001 -
CERTIFICATE - ITIL
APMG INTERNATIONAL/AXELOS
04.2001 -
CERTIFICATE - COMPUTER A- SUPPORT CERTIFICATION
ZOOM TECHNOLOGIES
04.2001 -
CERTIFICATE - JAVA PROGRAMMING
KASTURY COLLEGE
04.2001 -
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