JIRA
Arul Ganesh S
Service desk Lead
Chennai,TN
Summary
Driven by a results-focused approach, I enhanced team performance and customer satisfaction at Getronics through strategic thinking and expert subject matter knowledge. Specializing in training and mentoring, I significantly improved service delivery by developing key performance metrics and leveraging strong analytical skills. My ability to multitask and collaborate effectively has consistently driven project success and efficiency improvements. I Got a chance to proven my skills and that helped to improve the production and personal skill.
1.Involved in the Project transaction from the old vendor to a new team. 2. Created a new dash board using JIRA tools for the ticketing system. 3.Supported in major changes in the client organization (site movement). 4.Closed pending tickets and tasks. 5. Designed a web application by consolidating all the tools report in a single chanel as per the client request using FIGMA.
Overview
8
8
years of professional experience
Work History
SME / Service Desk Team Leader
Getronics
05.2023 - Current
- Mentored new employees, providing comprehensive onboarding support and guidance to ensure smooth integration into the team.
- Implemented performance metrics to monitor individual and collective progress, driving accountability and results-oriented behavior among team members.
- Empowered team members by offering opportunities for skill development through workshops, seminars, and online courses tailored to their professional growth needs.
- Facilitated regular team meetings to review progress, discuss challenges, and devise solutions for continuous improvement.
- Increased customer satisfaction levels by ensuring timely delivery of high-quality products and services.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive product and service improvements.
- Generated reports detailing findings and recommendations.
- Developed effective improvement plans in alignment with goals and specifications.
- Improved the ticketing tool (JIRA) by creating a new dashboards for the live report to simplify and for the effective usage.
- L2 support to the team members for the escalations and guide and support when they are stuck up on the work flow.
- Gathering and sharing the documents for the team members to work on day to day operations.
Senior Service Desk Engineer
Alchemy Techsol PVT LTD
03.2022 - 02.2023
- Supported remote users through remote desktop tools, effectively resolving connectivity issues and other technical challenges.
- Streamlined service desk operations for increased efficiency and improved response times.
- Established a robust knowledge base to facilitate faster issue resolution and improve end-user self-service capabilities.
- Developed comprehensive documentation of service desk procedures, standardizing support tasks across the team.
- Leveraged strong communication skills to effectively explain complex technical concepts to end users, promoting a better understanding of IT systems and processes.
- Enhanced customer satisfaction by promptly addressing and resolving complex technical issues.
- Served as an escalation point for critical incidents, successfully resolving high-impact issues under tight deadlines.
Customer Support Engineer
Origin Techserv PVT LTD
05.2018 - 12.2021
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Diagnosed and troubleshot hardware, software and network issues, Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person and update the tickets and close.
- Asset maintenance, inventory update and spares management to ensure the record and availability.
- Monthly preventive maintenance to ensure the stability and functionality of the devices.
Support Engineer
Jayaraman Contractor
10.2016 - 02.2018
- L1 Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Printer configuration and cartridge refill / replacement, Outlook Configured and application fix support.
- Tested new software and hardware prior to deployment, Patched software and installed new versions to eliminate security problems and protect data.
Education
Bachelor of Science - Computer Science
VI Institute of Technology
Sirukundram 04.2001 -
Senior Secondary School - Computer Science
Atomic Energy Central School 2
Kalpakkam, India 04.2001 -
Skills
Training and mentoring
Software
Servies Now
FIGMA
Trillix
SCCM
Interests
Designer web applications
Problem solving
Work automation
Timeline
SME / Service Desk Team Leader
Getronics
05.2023 - Current
Senior Service Desk Engineer
Alchemy Techsol PVT LTD
03.2022 - 02.2023
Customer Support Engineer
Origin Techserv PVT LTD
05.2018 - 12.2021
Support Engineer
Jayaraman Contractor
10.2016 - 02.2018
Bachelor of Science - Computer Science
VI Institute of Technology
04.2001 -
Senior Secondary School - Computer Science
Atomic Energy Central School 2
04.2001 -
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