Arthee Kumar

• Labeled, classified and cataloged tapes of Citrix Licensing model with Citrix Hybrid Multi Cloud licenses.
• Provides technical assistance on all Licensing issues for on premise Citrix Products namely Citrix Virtual Apps, Citrix Virtual Apps and Desktops, Citrix ADC VPX/MPX/SDX, Citrix ADM, Citrix SD WAN , Citrix SD WAN Orchestrator, Citrix Hypervisor and Citrix End Point Management. Provides solutions to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access
• Installed and configured software, hardware, and applications.
• Managed vast amounts of technical cases for use in ongoing analyses and key decision making.
• Analyzed server logs to identify potential issues before they escalated.
• Maintained system performance and security with regular updates.
• Maintained high technical standards by regularly reviewing, analyzing, and correcting team.
• Delivered exceptional customer service to bolster strong relationships and build positive experiences.
• Identified issues and solutions to eliminate backlog and maximize workflows.
• Listened to customer requests and specifications and made suggestions to appropriately fulfill needs.
• Delivered fast and friendly service to handle questions and service complaints.
• Collaborated positively with peers and other staff members to maintain friendly, supportive, and cooperative work atmosphere.
• Studied client requirements, developing and implementing software solutions that fit with expectations.

Worked in a contact role initially from Dec 2018 till June 2021 by Randstad India Pvt. Ltd as Senior Customer Support Representative on deputation.

Based on the performance promoted as a FTE at Citrix R&D on July 2021.

• Provides technical assistance on all Licensing issues for on premise Citrix Products namely CitrixVitual app , Citrix Virtual Desktop, Citrix Hypervisor , Citrix Netscaler and Citrix XenMobile, Citrix Application Delivery Manager.
• Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees.
• Analyzed support tickets to identify patterns and areas for improvement in user training and system configuration.
• Monitored performance metrics and identified areas for improvement in customer satisfaction rates.
• Provided detailed documentation and training to users, improving their ability to utilize technology effectively.
• Upheld excellent relationships with on-site users by quickly handling diverse problems.
• Coordinated RMAs within customer service department and resolves related technical issues.
• Diagnosed and resolved technical issues for clients, enhancing system functionality and user satisfaction.
• Streamlined support processes, reducing response times and improving efficiency.
• Engaged in continuous learning to stay updated on emerging technologies and best practices in support services.
• Documented troubleshooting procedures and updated system records in detail using Salesforce application.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Effectively created the dashboard and KPI reports using the Power BI.
• Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
• Collaborated with cross-functional teams to resolve complex technical problems.

Project name: British Telecom

Defined and organized systems with flow charts and logic diagrams.

• Prepared regular reports detailing project progress, challenges encountered, and future recommendations for executive review.
• Maintaining customer service reporting suites .Worked with customer service managers to produce performance data.
• Supported operational managers with management information reports
• Analyzed management information reports with employee database .Contributed to the development of management information.
• Developed quality assurance procedures and tests >>Identifying and documenting discrepancies on boarding the new joiners with back ground verification.
• Created employee ID, access to the applications, allocated new joiners to the respective teams after successfully completion of training.
• Performed preventive maintenance on employee access to the software applications.
• Maintained the attrition reports and regulated the employee exit responsibilities.
• Organized files and records and handled other support tasks, freeing up managers to take on more pressing responsibilities.
• Complied with corporate regulations, policies and procedures to maximize safety, security and overall trust in organization and employees.
• Kept work and common areas neat and organized to maximize productivity, alleviate potential accidents and promote professional workspace.

• Project Name: VFS Global (Visa Facilitation Service)
• Worked closely with High Commission of India (UK) to verify the Customers Visa application Documents.
• Gave support to EMEA region Customers.
• Document scrutiny and collection of applications for visa processing. Handle customer/applicant queries personally or via email, telephone. Handle cash and bank related transactions if assigned and ensure 100% accuracy.
• Was responsible for scheduling appointments, acceptance of applications, acceptance of visa and service fees, submission of applications at the Embassy and returning the documents back to the applicant(s).
• Oversaw divisional marketing, advertising and new product development.

• Administered and supported core Microsoft and medical coding applications
• Developed and maintained installation and configuration procedures.
• Identified, diagnosed, and resolved network performance issues.
• Investigated and troubleshoot issues.
• Prevented data loss with regular backups and sound disaster recovery processes.
• Determined future maintenance and repair needs by analyzing equipment performance records.
• Managed end-user accounts, permissions, access rights, and storage allocations.
• Configured, tested, and maintained LAN/WAN equipment and related services.
• Delivered fast and friendly service to handle questions and service complaints.
• Offered to assist with additional tasks to keep projects on-task and meet tight deadlines.

Since its a Medical transcription company have additionally involved in sending production reports to US clients.