ARUN PUTHUR
Product Specialist
Ernakulam
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
8
8
Certifications
3
3
Languages
Work History
Product Support Specialist
IQVIA
2 2020 - Current
- Established strong relationships with internal and external partners, fostering collaboration during major incidents resolution efforts.
- Improved service quality, consistently meeting Service Level Agreements through diligent monitoring of incident queues.
- Championed the use of incident management tools, driving adoption and ensuring consistent usage across teams.
- Trained new team members on incident management procedures, ensuring consistent application of best practices across the organization.
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
- Served as a liaison between customers and internal stakeholders, ensuring all parties were informed of pertinent case updates.
- Collaborated with cross-functional teams to address complex customer issues, ensuring seamless resolution.
Systems Engineer
UST
2017.04 - 2019.07
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
- Delivered helpdesk service and support to customers.
- Created flowcharts, diagrams and other documentation.
- Documented system configuration, mapping and processes.
- Suggested system updates or changes after conduct in-depth technical reviews.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Consultant
Sutherland Global Services
2016.03 - 2017.03
- Served as primary point of contact for support relating to owned solutions and products.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Updated and maintained current customer support database.
- Delivered Tier-3 support and SME input to internal and external customers.
- Maintained response times to support business continuity.
- Documented faults and bugs for referral to development staff for use in updates.
Education
High School Diploma -
Marthoma Public School
Ernakulam 2010.07 - 2012.03
Bachelors of Commerce - Commerce
CET College
Ernakulam 2012.11 - 2015.11
Skills
Desktop support
Technical issues analysis
Software diagnosis
Application support
Customer service expert
Effective communication
Post incident reviews
Certification
Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts
Timeline
Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts
2022-06
Performance Management: Conducting Performance Reviews
2021-12
Coaching and Developing Employees
2021-12
Become a Manager
2021-12
Systems Engineer
UST
2017.04 - 2019.07
NIIT Personal computing and outlook essentials
2016-12
NIIT Personal productivity tools and ISAS Module
2016-07
Consultant
Sutherland Global Services
2016.03 - 2017.03
NIIT Logic Building and problem solving
2016-03
NIIT Information analysis and data reporting
2016-01
Bachelors of Commerce - Commerce
CET College
2012.11 - 2015.11
High School Diploma -
Marthoma Public School
2010.07 - 2012.03
Product Support Specialist
IQVIA
2 2020 - Current