Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

Madhur Kothari Prakash Chand

Dublin,Leinster

Summary

Trained IT worker skilled with hardware and software. Analytical in investigating problems, tracing root causes and correcting routine or serious issues. Communicates easily with technical and non-technical personnel to deliver quality support.

Overview

7
7
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work history

Sr Analyst 111 Infrastructure Services

DXC Technologies
Dublin, Dublin
03.2025 - Current
  • Offer basic technical support in infrastructure services, responding to issues and providing assistance.
  • Used Active Directory for User profile management.
  • Used Servicenow as a ticketing system.
  • Contributed to infrastructure projects and tasks, gaining hands-on experience and knowledge.
  • Assisted in monitoring and basic troubleshooting of infrastructure systems.
  • Worked with the team to meet infrastructure needs and support daily operations.
  • Assisted in the development of infrastructure documentation, such as incident logs and records.
  • Showed eagerness to learn and grow in a technical role.
  • Developed foundational technical skills and knowledge.
  • Followed and established best practices and standards in infrastructure service delivery.

Onsite support services(Temporary Contract)

Hitachi Energy Ireland
Dublin, Ireland
11.2024 - Current
  • Provided continuous support for the PC lifecycle, including hardware installation (Refresh, Loaner, and Additional PC Requests) and de installation.
  • Configured Access point(Cisco)
  • Performed machine re-imaging using OSD and wiping procedures as required.
  • Manage incident handling and resolution following the established Service Now procedures..
  • Maintain and manage access to the stock room and core room, adhering to safety and security protocols.
  • Follow ITSM procedures, including the use of the GSS Communication Devices Management form in ITDirect.
  • Won Star of the quarter award

Analyst 11 Infrastructure Services

DXC Technologies
Dublin, Leinster
11.2023 - 11.2024
  • Handled customers query on calls and tickets.
  • Assisted users with Domain password reset by verifying them.
  • Troubleshot operating systems, hardware and software problems to identify root causes.
  • Support Mobile and Macbook with MDM profile management
  • Supported users with Office 365 applications
  • Assisted users with getting Mass mailing access(Permanent and temporary)
  • Assisted users with issues in citrix(Virtual Desktop).
  • Followed technical documentation for accurate installation,
    maintenance and repair work.
  • Assisted users with issue in Mac and iOS
  • Recorded and updated activities in IT Ticket Management System (ServiceNow)
  • Troubleshoot issues regarding Windows and Microsoft 365
  • Established VPN connectivity for users and installed antivirus
  • Administered mobile applications and provided support,
    including MAC knowledge
  • Assisted agents with RSA hard and Soft tokens
  • Maintained Low AHT
  • Achieved highest Quality in calls and tickets for month of
    April and May(97%)

Patient Support Representative/Part time

Relatecare
Waterford
02.2022 - 10.2023
  • Handled inbounds and outbounds calls
  • Assisted patients with their Medication prescription request.
  • Assisted patients in booking their appointments with their PCP.
  • Verified user's insurance with the database.
  • Cross trained in multiple queue's
  • Achieved best quality score for two continuous quarter.
  • Maintained the best overall AHT

C04, Support Assistant

Citicorp Services India Pvt Ltd
Chennai, Tamil Nadu
08.2020 - 07.2021
  • Supported users with their issues remotely over the call and via ticketss
  • Recorded and updated activities in IT Ticket Management System (ServiceNow)
  • Escalated complex issues to higher-level support or development teams as needed.
  • Established VPN connectivity for users
  • Competent in remote access methods, including console cable, PuTTY, Wireshark, AnyDesk, MS Teams, TeamViewer, and Skype.
  • Prioritizing VIP users and solving issues accordingly.
  • Worked in 24/7 support environment.
  • Trained the team with call handling and ticket handling which increased overall quality of the team by 5%
  • Awarded citi gratitude awards continous two quarter.
  • Maintained Highest quality on call and ticket audits for three continous months.

Senior Associate

Wipro
Chennai, Tamil Nadu
09.2018 - 07.2020
  • Provided Tier 1 and Tier 2 technical support for over 500 end-users in corporate environment.
  • Assisted new users with their onboarding process.
  • Worked in a 24/7 work environment by supporting users with their issues.
  • Assisted in setup, configuration, and deployment of new desktops, laptops, and peripherals.
  • Performed PC imaging.
  • Assisted with issues in printer, and hardware devices.
  • Assisted users with basic network issues.
  • Supported Office 365 applications.
  • Assisted users with installing authorised software.
  • Documented technical issues and solutions in ticketing system (ServiceNow) to track and monitor incidents.
  • Collaborated with IT team members to implement new technologies and improve existing systems.
  • Started rostering team members based on the forecasting by analysing the previous data using PBA which resulted in increase of SLA by 3%
  • Solved most number of tickets in a year and was recognised for
    the same.
  • Stayed in office during the pandemic time and supported the
    operations to run as BAU.

Education

Master of Science - Cybersecurity and research

Atlantic Technological University
09.2021 - 01.2023

B.E - Information and Technology

Annamalai Uniiversity
08.2012 - 05.2016

Skills

    Technical Skills

  • Office 365
  • Outlook
  • Teams
  • Windows 10/11
  • VPN
  • MDM
  • Qradar
  • Cyberark
  • Qualys
  • Cisco AP and switch
  • Citrix Director
  • Azure AD
  • Active Directory
  • Intune
  • Exchange server
  • Windows 10/11
  • LAN
  • WAN
  • MacOS

    • Core Skills

  • 1st-line customer support
  • Troubleshooting abilities
  • Analytical skills
  • Communication
  • Problem Solving
  • Proactive
  • Critical Thinker
  • Ability to learn new technologies
  • Can do Mindset
  • Team player

Certification

  • ITIL V4 Foudation
  • Certified Ethical Hacker(Prompt infotech)
  • A+(Basics of Computing)
  • N+(Basics of Networking)
  • CCNA(Routing and Switching)
  • Linux Fundamentals



Timeline

Sr Analyst 111 Infrastructure Services

DXC Technologies
03.2025 - Current

Onsite support services(Temporary Contract)

Hitachi Energy Ireland
11.2024 - Current

Analyst 11 Infrastructure Services

DXC Technologies
11.2023 - 11.2024

Patient Support Representative/Part time

Relatecare
02.2022 - 10.2023

Master of Science - Cybersecurity and research

Atlantic Technological University
09.2021 - 01.2023

C04, Support Assistant

Citicorp Services India Pvt Ltd
08.2020 - 07.2021

Senior Associate

Wipro
09.2018 - 07.2020

B.E - Information and Technology

Annamalai Uniiversity
08.2012 - 05.2016

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Madhur Kothari Prakash Chand