Prem Kumar Katikam

Experience

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  GSPANN Technologies, Inc

  Feb 2021 - Jan 2022

  TechOps Support Enginneer

   Providing tier 1 and tier 2 technical support for IT systems, including servers, networks, applications, addressing issues promptly and effectively. Asset Management. Monitor system performance, identify potential issues and implement proactive measures to optimize performance and ensure reliability. Troubleshoot and resolve complex technical issues related to End user systems. Collaborate with cross-functional teams, to diagnose and resolve issues impacting system functionality and performance. Participate in incident management processes, including incident triage, escalation, resolution, and post-incident analysis, to minimize service disruptions and improve system reliability. Implement and maintain monitoring and alerting systems to proactively identify and address potential issues, ensuring continuous availability and performance of critical systems and services. Contribute to the planning, design, and implementation of system upgrades, migrations, and expansions, following change management best practices and minimizing impact on production environments. Develop and maintain documentation, procedures, and knowledge base articles to capture system configurations, troubleshooting steps, and best practices, facilitating knowledge sharing and training for team members. Stay informed about emerging technologies, industry trends, and best practices in IT operations and support, recommending innovative solutions and improvements to enhance system performance and reliability. Participate in on-call rotation and provide after-hours support as needed to address critical issues and ensure uninterrupted operation of systems and services. Show less

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  Capgemini

  Jan 2022 - now

  Sr. Analyst / Software Engineer

   Providing technical support to end-users via phone, email, or in person, resolving hardware, software, and network-related issues promptly and effectively. Installing, configure, and maintaining desktop systems, including operating systems, software applications, and peripheral devices. Troubleshoot and repair hardware components such as desktops, laptops, printers, and other peripherals. Collaborate with IT team members to deploy software updates, patches, and security fixes across desktop systems. Assist in the setup and configuration of network connections, including troubleshooting connectivity issues and performing basic network diagnostics. Document all technical support activities, including issues reported, solutions provided, and resolutions implemented, ensuring accurate and up-to-date records. Educate end-users on IT policies, procedures, and best practices to promote efficient and secure use of technology resources. Participating internal IT projects and initiatives, such as system upgrades, migrations, and deployments, as assigned by management- (Intune Autopilot UAT testing, Shutdown Activity’s, Etc ) Providing excellent customer service and maintain a positive attitude when interacting with end-users and colleagues. Show less