Vice President Public Relations, Mitratech Toastmasters Club
Arun Vijayan
Technical Support Manager
Kannur
Summary
Experienced Technical Support Manager with 3 years of experience managing teams of technical support professionals in the software and hardware industries and an overall work experience of 6.8 years. Skilled in troubleshooting complex technical issues, implementing process improvements, and mentoring team members. Strong communication skills and a track record of improving customer satisfaction scores.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
6
6
Languages
Work History
Technical Support Manager
MITRATECH INDIA LLP
Hyderabad
03.2021 - Current
- Leading and helping a team of 10 Technical Support Engineers to manage themselves and thus provide the best customer experience in the field of Governance, Risk and Compliance management through the products at Mitratech. The team works on 7 products across the GRC Business unit.
- Track KPIs and created continuous improvement plans.
- Develop and implement training initiatives for new hires.
- Increased customer satisfaction ratings to more than 97%.
- Oversee the support engineers and the cases raised by our global customers to make sure SLAs are adhered to and the CSAT score are maintained well.
- Planned and conducted an onboarding plan for the new members of the team, created a cross-product training plan and made sure that the plan works effectively.
- Worked on support cases while managing a team to provide appropriate support to our customers.
- Prepared and presented the performance and client success reports of the Technical Support team.
- Worked with Development, Hosting(cloud) and Business teams to ensure the smooth handling of support issues raised by customers.
- Took responsibility for the entire support team when needed.
- Helped the team members with their career progression plan, to grow their technical skills by encouraging them to do presentations on technical and product-related topics.
- Manager customer escalations and reached out to users by email/phone personally in case of unsatisfactory CSAT scores and feedback, to understand the issue and make required changes and take actions when needed, thus establishing a good relationship with users.
Technical Support Team Lead
MITRATECH INDIA LLP
Hyderabad
04.2020 - 03.2021
- Lead a team of 4 working across 7 products in the Technical Support department for the business's Governance, Risk and Compliance (GRC) side.
- Point of escalation for 1st-3rd line engineers. Managed shift rotation, holiday requests and comp off for the support team.
- Learned and worked on GRC management products of Mitratech like PolicyHub, CMO Compliance, DataStore DSX etc.
- Patched and configured MS server environment to test and replicate potential bugs to escalate cases to developers and the QA team.
- Performed case audits and helped the team to perform well adhering to the SLAs.
- Suggested and implemented improvements of processes used by the support team, that also involved other departments within the company, i.e. sales, QA, development, and marketing.
- Maintained a high percentage of customer satisfaction scores by monitoring technical calls and support.
- Ensured team members resolved all client issues courteously and promptly.
- Handled escalated issues by utilizing problem-solving and communication skills to promptly resolve more than 95% of customer inquiries.
- Hosted regular meetings with Tier 3 engineers to follow up on escalated issues. Participated in customer meetings for escalated issues to provide faster resolution.
Technical Support Engineer - II
MITRATECH INDIA LLP
Hyderabad
08.2019 - 04.2020
- Delivered product support to customers, consultants, and partners on the usage of Mitratech products.
- Assisted in troubleshooting issues with infrastructure related to running Mitratech products, including application servers, middleware, networking components and database server. Troubleshot via root cause analysis and providing workarounds and fixes.
- Addressed user Requests which come in the form of a ticket through Salesforce.
- Provided technical guidance and best practices for upgrades of Mitratech software applications which could include oversight of short-term upgrade projects and execution of associated technical tasks.
- Identified issues and created improvement processes to help with the reduction of incident outage times.
- Triaged newly reported problems, assigned proper severity and worked to identify a resolution.
- Updated the ticket tracking system to provide accurate and current status of support issues.
- Worked closely with Development and Hosting teams, identified potential performance problems, and offered advice to clients.
- Raised feature enhancements based on customer requirements and feedback to improve the software.
- Created knowledge-based articles regularly to expand self-help tools for customers and internally.
- Monitored all production system applications and participated in issue resolution for high-impact issues for Mitratech-hosted clients.
- Recreated product defects and worked with the engineering maintenance team on a scoping resolution to provide to clients.
- Delivered calm solutions to diffuse stressful technical situations resulting in exceptional customer satisfaction.
Application Support Engineer
UNISYS INDIA (PAYROLL COMPANY - JANYA IT TECHNOLOGIES)
Hyderbad
04.2019 - 07.2019
- Addressed user Requests which come in the form of e-mails (tickets) through the ServiceNow tool.
- Assisted customers, consultants and partners with the usage of Microsoft products through our customer support portal, email, chat and phone.
- Troubleshoot issues by reproducing the problem and determining a resolution.
- Triaged newly reported problems, assigned proper severity and worked to identify a resolution.
- Updated the ticket tracking system to provide accurate and current status of support issues.
- Created Knowledge-based articles regularly to expand self-help tools for customers and internal users.
- Provided software application support under the supervision of the Senior Engineer.
Application Support Engineer
TECH MAHINDRA
Hyderabad
08.2016 - 04.2019
- Provided technical support for Microsoft's HRIT applications like MS LMS, Success Factors etc.
- Got the opportunity to work closely with Clients, Partners and Developers and also provided 24 * 7 Production support for database and application-related issues.
- Addressed user Requests which came in the form of e-mails (tickets) through ServiceNow.
- Establishing the root causes of application errors and escalated serious concerns to the Senior Engineer.
- Provided front-end support to clients and colleagues in other departments. Provided support and identified all issues and prepared appropriate documentation of all issues and solutions.
- Identified and provided resolutions ranging in complexity from medium to high.
- Provided rotational on-call and weekend coverage when required. Handled other reasonable duties related to product and client issues as required.
Education
Professional Certificate Program - Advance Management Program For IT Professionals
Indian Institute Of Management
Kozhikode, Kerala 01.2022 - 11.2022
Bachelor of Engineering - BE - Electronics and Communications Engineering
SDM Institute of Technology (VTU)
Ujire, Dakshina Kannada 09.2012 - 06.2016
12th - undefined
Skills
Experience with troubleshooting hardware and software issues
Managing service level agreements
Customer de-escalation
Operations management
Technical troubleshooting
Knowledge of Windows operating systems
Proficiency in SQL server database management system
Knowledge of ITSM (IT Service Management) and service desk tools (ServiceNow, Jira, Zendesk, Salesforce, Helpscout)
Familiarity with ITIL (Information Technology Infrastructure Library) principles
Familiarity with virtualization technologies (VMware, Hyper-V)
Understanding of networking protocols (TCP/IP, DNS, DHCP)
Familiarity with cloud-based technologies (AWS, Azure, Google Cloud)
Leadership abilities
Collaboration and team management
Communication skills (both verbal and written)
Flexibility and adaptability
Public Speaking
Customer Retention and Satisfaction
Time management and organization skills
Problem solving skills - Analytical and critical thinking
Accomplishments
- Certifications: First Steps - LinkedIn
Certification
EMDP by Indian Institute of Management, Kozhikode
Interests
Student Volunteer - Shri Dharmasthala Manjunatheshwar Educational Society, UJIRE
Volunteer - Environmentalist Foundation of India (EFI)
Black belt & Training assist
Event organizing
Music
Movies
Socialising
Achievements
- MVP - Mitratech Holdings Inc. (Nov 2019).
- Chosen as MVP for November for successfully achieving the relations and maintainKPIsing good customer relation while working on the cases.
- MVP - Mitratech Holdings Inc. (Feb 2020).
- Black Belt 10th dan - Budokan Karate International.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
EMDP by Indian Institute of Management, Kozhikode
11-2022
Professional Certificate Program - Advance Management Program For IT Professionals
Indian Institute Of Management
01.2022 - 11.2022
Technical Support Manager
MITRATECH INDIA LLP
03.2021 - Current
Leadership:How to Influence, Inspire and Impact as a Leader from Udemy
05-2020
Leadership and Management by Oxford Home Study College
05-2020
Technical Support Team Lead
MITRATECH INDIA LLP
04.2020 - 03.2021
Technical Support Engineer - II
MITRATECH INDIA LLP
08.2019 - 04.2020
Application Support Engineer
UNISYS INDIA (PAYROLL COMPANY - JANYA IT TECHNOLOGIES)
04.2019 - 07.2019
Application Support Engineer
TECH MAHINDRA
08.2016 - 04.2019
Bachelor of Engineering - BE - Electronics and Communications Engineering
SDM Institute of Technology (VTU)
09.2012 - 06.2016