ANAND KUMAR
Hyderabad
Summary
- To secure a position in an organization to utilize my excellent technical skills and ability to learn new technologies; to work and grow along with the organization in a team based professional environment, while remaining with the organization for a long time.
- Google Workspace Consultant with 6 years of experience in various domains management and Administration.
- Experienced in Technical Support Experience for ITSD, Google Cloud Platform and ITES.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Cloud Consultant
Infosys Limited, Bangalore
Electronic City, Bangalore
04.2024 - Current
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Assisted clients in navigating complex industry challenges, offering expert guidance and strategic recommendations.
- Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
- Designed tailored training programs for employees at various levels within the organization, boosting overall skillsets.
Google Workspace Consultant (L3 - ADMIN)
Hiretek Services Pvt Ltd
09.2023 - 04.2024
- Strong knowledge and experience handling Google Admin console, IAM, IDP, Security, Vault, Directory, Reporting
- Google Workspace Admin, Gmail Configuration, POP, Knowledge of SPF, DKIM and DMARC
- Configuring and troubleshooting in Google DNS Panel
- Add MX record, DMARC, DKIM, IDP and mail subscription
- Solved 95% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers
- Handled both Email and Admin L3 cases.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Created and developed detailed work plans to meet business priorities and deadlines.
Senior Technical Support Associate
COGNIZANT DIGITAL BUSINESS OPERATIONS
12.2021 - 08.2023
- Strong knowledge and experience handling Google Admin console, Gmail, Calendar, Docs, Sheets and Slides and related issues
- Google Workspace Admin, Gmail Configuration, POP, Knowledge of SPF, DKIM and DMARC
- Configuring and troubleshooting in Google DNS Panel
- Add MX record, DMARC, DKIM and mail subscription
- Configuring of email services through (SMTP, IMAP, POP3, Exchange)
- Provided complete IT technical support services and assisted global management teams to ensure efficient business processes
- Ensured customer satisfaction by implementing effective strategies and eliminating the root causes of customers' technical issues
- Guided customers through the process of configuring Google Workspace account and setting up the Email with clear navigation.
Technical Support Associate
Genpact India
01.2020 - 12.2021
- Strong knowledge and experience handling Google Admin console, Gmail, Calendar, Docs, Sheets and Slides, Vault
- Google Workspace Admin, Gmail Configuration, POP/IMAP, SPF, DKIM and DMARC
- Configuring and troubleshooting in Google DNS Panel
- Add MX record, DMARC, DKIM and mail subscription
- Configuring of email services through (SMTP, IMAP, POP3, Exchange)
- Solved 95% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers
- Provided complete IT technical support services and assisted global management teams to ensure efficient business processes
- Ensured customer satisfaction by implementing effective strategies and eliminating the root causes of customers' technical issues
- Guided customers through the process of configuring Google Workspace account and setting up the Email with clear navigation.
Technical Support Associate
Amazon India
10.2018 - 04.2019
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support
- Provide essential online security advice and support.
Process Associate (L1 Technical Support)
EXL Services India Pvt Ltd, Hyderabad
03.2017 - 05.2018
- Installing and configuring computer hardware, software, systems, networks, printers, and scanners
- Monitoring and maintaining computer systems and networks
- Responding in a timely manner to service issues and requests
- Providing technical support across the company (this may be in person or over the phone)
- Setting up accounts for new users
- Repairing and replacing equipment as necessary
- Testing new technology.
Education
Skills
- Identity and Access Management
- Monitoring and Logging
- Google Workspace Administration
- Email Delivery and Security
- Cloud Security Management
- Incident Management
- SAML and SSO Integration
- Complex Problem-Solving
- Staff Training and Development
- Operations Management
- Teamwork and Collaboration
- Customer Relationship Management
Languages
English
Hindi
Telugu
Skillset And Tools
- Excellent customer orientation.
- Excellent communication skills.
- Able to grasp the issue and resolve quickly.
- Have an abiding passion for learning new products and tools.
- Ability to learn, train and guide the other associates regarding the product.
- Exposure on working with global clients.
Tool Experience
Service Now, PEGA, Remedy, JIRA, Salesforce - Vector, RSA, Gemalto, Pulse Secure, Cisco Jaber, Citrix, Google Admin, Bomgar, G suite Admin, MS Outlook, MS Share-point, Google Sheets
Personal Information
Marital Status: Single
Disclaimer
I hereby declare that the information given above by me is true, complete to the best of my knowledge.
Timeline
Cloud Consultant
Infosys Limited, Bangalore
04.2024 - Current
Google Workspace Consultant (L3 - ADMIN)
Hiretek Services Pvt Ltd
09.2023 - 04.2024
Senior Technical Support Associate
COGNIZANT DIGITAL BUSINESS OPERATIONS
12.2021 - 08.2023
Technical Support Associate
Genpact India
01.2020 - 12.2021
Technical Support Associate
Amazon India
10.2018 - 04.2019
Process Associate (L1 Technical Support)
EXL Services India Pvt Ltd, Hyderabad
03.2017 - 05.2018