Experience

A journey across public-sector IT.

From my first training assignment in 2007 to leading Tier 3 IT support today. Here's the full timeline.

Timeline

Career progression

2017–Present
Technical Assistant · Tier 3 IT Support Specialist
Kerala Institute of Local Administration (KILA) · Thrissur

Lead server and client-system operations across the campus, executing bulk system imaging and bare-metal OS deployments (AOMEI Backupper, Norton Ghost) for Windows, Linux, and macOS endpoints. Administer secure LAN, VLANs, Wi-Fi, and leased-line connectivity alongside UTM firewalls (Sophos, Cyberoam) and Kaspersky endpoint security. Own uptime for KOHA, DSpace, Moodle LMS, TPMS, and COKILA. Administer Grandstream PBX (UCM6032) via Zero Touch Provisioning, and built a self-hosted RustDesk server, alongside TeamViewer and AnyDesk, integrated with Zammad ticketing for remote support. Manage user provisioning across Google Workspace and Microsoft 365 (O365) Admin Center, Tally ERP 9 multi-user, and the full A/V chain — Blackmagic switchers, LED walls, and projectors — for livestreamed training events broadcast to multiple government social pages, while maintaining 99.9% availability of IT resources.

2015–2017
IT System Operator · Tier 2 Support
Kerala Institute of Local Administration (KILA) · Thrissur

Kept Calendra, Display Board, Online Course Tools, KOHA, and DSpace running without interruption. Configured G-Suite for Education, managed campus Wi-Fi with captive portal, and installed Moodle, DSpace, and KOHA from the ground up. Supported the System Administrator in scaling in-use systems.

2011–2015
Master Trainer
Information Kerala Mission (IKM), Consultant

Spearheaded comprehensive training programs for local-body staff (Panchayat, Municipality, Corporation) across Kerala, focusing on enterprise software adoption and daily IT operations. Functioned as an on-demand technical escalation point, guiding decentralized teams through complex real-world troubleshooting, hardware configurations, and workflow challenges.

Apr–Jul 2007
Training Assistant
Information Kerala Mission (IKM), Consultant

Early exposure: delivered practical computer and enterprise software training to municipal staff across Panchayats, Municipalities, and Corporations in Kerala, providing responsive, on-site technical guidance to support the rollout of localized e-governance requirements.

Recognition

Awards & honours

🏆
2020–2021
Kerala State Chief Minister's Award for Administrative Innovations
First Prize

Recognized for a state-level project under the Administrative Innovations category, in which I played a key supporting role on the technical team.

🎖️
2016–2017
Kerala State E-Governance Award: E-Learning Category
Third Prize

Honoured for a state-recognized e-learning project under the E-Governance category, where I contributed as a key supporting member.

Professional Development

National workshops attended

01

Design & Development of Institutional Repositories using DSpace

CSIR – National Institute of Science Communication and Information Resources (NISCAIR), Delhi

National
02

KOHA: An Open Source Integrated Library Management System

Library & Information Centre, Marian College Kuttikkanam, in association with Kerala Library Association (KLA)

National
03

Workshop on DSpace: Open Source Digital Repository Software

Center for Professional Development, Kerala Library Association (KLA-CPD)

National
04

Workshop on DSpace 7x: Digital Repository Software

Digital University, Kerala

National
Impact

Training & support engagements

At KILA

1,000+ Technical Assistants Trained: Trained and mentored over 1,000 Technical Assistants from Grama Panchayats across Kerala in hardware setup, networking, software usage, and digital communication tools.

Standardized Field Operations: Ran localized programs covering PC assembly, cable crimping & patch panel punching, OS installation/recovery, Google Workspace guidance, and Zoom/Webex/Microsoft Teams onboarding — while developing troubleshooting frameworks used by field technicians statewide.

At Information Kerala Mission

Statewide Training (2011–2015): As Master Trainer, spearheaded enterprise software adoption and daily IT operations training for local-body staff across Kerala, serving as an on-demand technical escalation point for decentralized teams.

Early Fieldwork (2007): Delivered practical computer and enterprise software training to municipal staff across Panchayats, Municipalities, and Corporations, supporting the rollout of localized e-governance requirements.