Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
ARUN PUTHUR

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
04.2017 - 07.2019
  • 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
03.2016 - 03.2017
  • 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
07.2010 - 03.2012

Bachelors of Commerce - Commerce

CET College
Ernakulam
11.2012 - 11.2015

Skills

Desktop support

undefined

Certification

Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

Timeline

Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

06-2022

Performance Management: Conducting Performance Reviews

12-2021

Coaching and Developing Employees

12-2021

Become a Manager

12-2021

Systems Engineer

UST
04.2017 - 07.2019

NIIT Personal computing and outlook essentials

12-2016

NIIT Personal productivity tools and ISAS Module

07-2016

Consultant

Sutherland Global Services
03.2016 - 03.2017

NIIT Logic Building and problem solving

03-2016

NIIT Information analysis and data reporting

01-2016

Bachelors of Commerce - Commerce

CET College
11.2012 - 11.2015

High School Diploma -

Marthoma Public School
07.2010 - 03.2012

Product Support Specialist

IQVIA
2 2020 - Current

Similar Profiles

CREATE PROFILE
ARUN PUTHURProduct Specialist