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
Strong analytical skills
Expertise in subject matter
Strategic Thinking
Teamwork and Collaboration
Multitasking
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 -