ARUN MATHEW ALEXANDER
BENGALURU
Summary
Dynamic SW/App/Cloud Tech Support Analyst with a proven track record at Accenture, excelling in incident management and process improvement. Spearheaded initiatives that enhanced operational efficiency and customer satisfaction. Adept in technical troubleshooting across diverse platforms, while fostering team collaboration and mentoring for peak performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
SW/App/Cloud Tech Support Analyst
Accenture
Bengaluru
01.2024 - Current
- Managed incident lifecycle, acting as escalation point for high-priority and business-critical issues
- Owned KPI/KRA delivery, including SLA compliance, first response time, resolution time, backlog reduction, quality and customer satisfaction (CSAT)
- Ensured consistent achievement of SLA targets through proactive queue management and resource planning
- Led end-to-end service desk operations, managing a team of 30+ support engineers across shifts
- Led continuous improvement initiatives that reduced ticket backlog and accelerated resolution turnaround time
- Analyzed performance metrics to identify and implement process improvements and workflow optimizations that enhanced operational efficiency
- Collaborated with cross-functional teams (L2/L3, infrastructure, application teams) to ensure service stability and faster issue resolution
- Conducted performance management, coaching, and mentoring, aligning team output with organizational KRAs
- Developed and presented performance reports and dashboards to stakeholders, showcasing trends and identifying areas for improvement
- Strengthened service quality by enforcing ITIL-based incident and problem management practices
SW/App/Cloud Tech Support Associate
Accenture
Bengaluru
11.2021 - 12.2023
- Handled 55+ support tickets per day via phone, chat, or email within SLA timelines
- Troubleshooted issues related to POS systems, user accounts, and network connectivity
- Delivered technical support to Wendy’s staff, resolving day-to-day IT issues to maintain operational efficiency
- Facilitated password resets, access management, and system configurations to enhance user experience
- Used ticketing tools -Cherwell ServiceNow to track and resolve incidents
- Escalated complex technical issues to L2/L3 teams for faster resolution
- Minimized downtime for store operations by implementing quick and effective solutions
- Maintained documentation and updated knowledge base articles
Technical Support Engineer
Trigent Software Pvt Ltd
Bengaluru
07.2018 - 11.2021
- Worked at Trigent Software Pvt Ltd, deployed to Accenture Software Pvt Ltd as Technical Support Engineer (Contractor) from July 2018 to November 2021, gaining 3 years of experience in business-to-client (B2C) process.
- Diagnosed hardware and software issues and provided remote support to resolve customer problems effectively.
- Resolved technical issues through effective troubleshooting and problem-solving techniques.
- Provided exceptional customer support via phone, email, and chat channels.
- Collaborated with cross-functional teams to enhance product performance and reliability.
Education
B.E. - Electronics and Communication
Jyothy Institute of Technology
Tataguni,Kanakpura Road,Bengaluru01-2016
All India Senior School Certificate Examination -
Marthoma Senior Secondary School
Kozhencherry, Kerala01-2012
All India Secondary School Examination -
Marthoma Senior Secondary School
Kozhencherry, Kerala01-2010
Skills
Windows
- Linux
- IOS
- Android
- MacOS
- Basic troubleshooting
- Software troubleshooting
- Computer
- Printer
- Routers
- Networks
- Outlook
- Office Suite
- ITIL practices
- Incident management
- Service desk operations
Performance metrics
- Process improvement
- Technical documentation
- Technical training
- Customer management
- Team leadership
- Effective communication
- Problem solving
- Time management
- Multitasking
- Conflict resolution
- Cross-functional collaboration
- Non-Technical:
- Outlook
- Office Suite
- MAC
- Firmware development
- Python
Certification
Advanced Diploma in Embedded Systems and Internet of Things (ADESIoT), ISM UNIV, Bangalore
Linguistic Command
- English
- Malayalam
- Hindi
- Kannada
Hobbies and Interests
- Reading
- Sports
- Music
Disclaimer
I declare that the information stated here is true to the best of my knowledge and belief.
Achievements
- Improved SLA compliance and response times by optimizing ticket prioritization and queue management
- Reduced ticket backlog by implementing structured follow-ups and workload distribution strategies
- Recognized for consistent KPI/KRA achievement and maintaining high team performance metrics
- Played a key role in major incident management, ensuring timely resolution and minimal business impact
- Led process improvement initiatives to enhance service desk efficiency and reduce resolution time
- Conducted knowledge sharing sessions and team trainings, improving overall team productivity
- Contributed to creation and maintenance of knowledge base articles and SOPs
- Mentored junior team members, helping improve first-call resolution rates
- Received appreciation/recognition from management or clients for performance.
Personal Information
- Father's Name: Alexander Samuel
- Date of Birth: 03/20/94
- Gender: Male
- Nationality: Indian
- Place of Birth: Kerala
Timeline
SW/App/Cloud Tech Support Analyst
Accenture
01.2024 - Current
SW/App/Cloud Tech Support Associate
Accenture
11.2021 - 12.2023
Technical Support Engineer
Trigent Software Pvt Ltd
07.2018 - 11.2021
B.E. - Electronics and Communication
Jyothy Institute of Technology
All India Senior School Certificate Examination -
Marthoma Senior Secondary School
All India Secondary School Examination -
Marthoma Senior Secondary School