Antany Arunkumar J S
Customer Success Professional Engineer
Chennai
Summary
With over eight years and 6months of experience in technical support, I have developed a strong expertise across various roles. Starting as a Service Engineer at Diebold Nixdorf, I honed my skills in providing exceptional service. This led to an IT Administrator position at SMG Education in the UAE, where I expanded my knowledge in managing IT systems. As a TAC Engineer at Movate Technologies, I successfully handled escalations and provided top-notch technical support. Currently, serving as a Customer Success Professional at Enlighted, a Siemens company, I excel in managing projects and troubleshooting complex issues. Dedication to continuously improving customer satisfaction is evident throughout my career. With a passion for learning and embracing new technologies, excited to contribute to future challenges and successes.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Customer Success Professional Engineer
Enlighted
12.2023 - Current
- Managed customer infrastructure on the Enlighted Manage system, overseeing various hardware deployments, including on-premises devices, cloud instances, and Enlighted Enterprise Manage (EEM) devices
- Configured and maintained IoT sensors and Gateways, handling installation, network configuration, and troubleshooting
- Maintained and troubleshot customized Ubuntu Linux servers hosted on VMware ESXi, ensuring proper OS installation, security patching, and package management using APT
- Monitored system performance, disk space, and alerts, and worked with Shell scripting, Postman API, networking, Tomcat Application Server, and Apache Web Server
- Addressed and resolved customer database issues, including DB merges, recovery operations, and file synchronization between databases and replica servers
- Integrated network services such as NFS, DNS, HTTPS, and SNMP to enhance system performance
- Created snapshots of critical servers before application or patch upgrades to ensure seamless operations
- Diagnosed and resolved issues related to Gateways, IoT sensors, and customer network switches to maintain uninterrupted service
TAC Engineer
Movate Technologies (formerly CSS Corp Pvt. Ltd)
03.2021 - 11.2023
- Provided technical support as a Switching Engineer, attending remote sessions to resolve network configuration issues
- Handled enterprise customer escalations and worked to resolve product, code, and configuration issues ensuring customer satisfaction
- Documented all communications with customers in the CRM and ensured timely hand-off of cases requiring escalation
- Managed RMA (Return Material Authorization) processes and coordinated with technical centers to ensure premium service order completion
- Successfully managed a caseload of over 150 cases monthly, ensuring closure in a timely manner
- Enhanced client satisfaction and reduced ticket escalation by implementing process optimization
IT Admin
SMG Education, UAE (Al Fujairah Branch)
08.2019 - 08.2020
- Diagnosed and resolved complex technical issues for customers
- Troubleshot VMware-related issues and ensured system security and privacy
- Installed and configured software and hardware, adhering to specifications, and maintained networks and computer systems
Service Technician
Diebold Nixdorf Pvt Ltd India
09.2016 - 07.2019
- Provided second-level managed services for customers, installing and servicing ATM/CDM machines
- Conducted preventive maintenance, software upgrades, and checked network configurations and firewall settings
- Trained customers on machine operations, including cash loading and vault procedures
Education
B.E. - Electronics and Communication Engineering
Asan Memorial College of Engineering
Chengalpattu Tamil Nadu India 08.2011 - 05.2015
XII Standard -
Govt Higher Sec School
Sangeethamangalam, Villupuram 03.2010 - 04.2011
X Standard -
Govt Higher Sec School
Sangeethamangalam, Villupuram 03.2008 - 04.2009
Skills
- Linux System Administration
- Networking
- CCNA
- OSI Model
- DHCP
- DNS
- VLAN
- VTP
- ACL
- VRRP
- WAN
- TCP/IP
- PuTTY
- VMware
Awards
- Collab Star Award: Recognized for exemplary collaboration and teamwork.
- Lightning Star Award: Awarded for exceptional customer support throughout the quarter.
Accomplishments
- Process Optimization: Implemented a process reducing ticket escalation by 25%.
- Customer Satisfaction: Enhanced client satisfaction by managing over 150 cases monthly.
- Exceptional Call Resolution: Resolved over 95% of network issues within first-call resolution.
- Improved CRM & CDM Uptime: Reduced ATM downtime by 30% through enhanced troubleshooting techniques.
Timeline
Customer Success Professional Engineer
Enlighted
12.2023 - Current
TAC Engineer
Movate Technologies (formerly CSS Corp Pvt. Ltd)
03.2021 - 11.2023
IT Admin
SMG Education, UAE (Al Fujairah Branch)
08.2019 - 08.2020
Service Technician
Diebold Nixdorf Pvt Ltd India
09.2016 - 07.2019
B.E. - Electronics and Communication Engineering
Asan Memorial College of Engineering
08.2011 - 05.2015
XII Standard -
Govt Higher Sec School
03.2010 - 04.2011
X Standard -
Govt Higher Sec School
03.2008 - 04.2009
Similar Profiles
HAMSAVARTHINI HAMSAVARTHINI null
Software Developer - Software Engineering at Enlighted Inc.Software Developer - Software Engineering at Enlighted Inc.
JENNIFER ELLENBERGERJENNIFER ELLENBERGER
Director, Strategic Key Accounts at BRI - Enlighted Inc. A Siemens Co.Director, Strategic Key Accounts at BRI - Enlighted Inc. A Siemens Co.
Ravichandran SubbiahRavichandran Subbiah
Administration and Facility - Manager at Enlighted Inc., Global Technology Center (Siemens)Administration and Facility - Manager at Enlighted Inc., Global Technology Center (Siemens)
KAMARIA BegumKAMARIA Begum
Business Analyst at Morgan StanleyBusiness Analyst at Morgan Stanley
Vijayakumar RamasamyVijayakumar Ramasamy
Supply Chain Manager at Sri Jayamangalam Shop and SaveSupply Chain Manager at Sri Jayamangalam Shop and Save