Arunkumar Muthurethinam
Service Desk Engineer Level 3 Support
Chennai,Tamil Nadu
Summary
Resourceful System Administrator consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making. 7 Years of progressive IT experience.
Overview
7
7
years of professional experience
18
18
years of post-secondary education
Work History
L3-Senior Engineer
HTC Global Services
Chennai, Tamil Nadu
02.2022 - Current
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Compiled and accurately entered data for each customer encounter to record in system.
- Resolved network issues and equipment and software troubleshooting queries to maintain data accessibility.
- Created and administered profiles and accounts, also maintaining systems documentation.
- Performed software installations and OS upgrades to support layered software packages.
- Monitored systems in operation and quickly troubleshot errors.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed new or upgraded software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Troubleshot potential problems and eliminated before issues escalated or cascaded
- Developed and implemented bug fixes and patch sets for existing web applications
COE - APPLICATION DEV & MAINTENANCE
Bahwan CyberTek
Bangalore, Karnataka
08.2021 - 02.2022
- Used Microsoft Word and other software tools to create documents and other communications.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Exceeded goals through effective task prioritization and great work ethic.
- Created and administered profiles and accounts, also maintaining systems documentation.
- Performed software installations and OS upgrades to support layered software packages.
- Supported day-to-day operations, monitoring and resolving client/server and storage issues.
- Identified issues, analyzed information and provided solutions to problems
- Used Microsoft Word and other software tools to create documents and other communications
Service Desk Engineer – Administrator - IMS - Service
Wipro Technologies
Chennai, TN
03.2020 - 04.2021
- Desk Infra Support-L3.1, Providing Initial level support to client (B2B)
- Handled Chats, Calls, email and Web queue
- Analyze client issues, creating Incident and raising service quest tickets
- Providing effective initial level support to clients, by taking remote session (Bomgar) on Desktop or Laptop and resolving issues
- Appropriately documented all transactions and pertinent interactions
- Built and provided basic end-user troubleshooting and desktop support on Windows
- Used ticketing systems (Service Now) to manage and process actions taken
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls
- Identified and solved technical issues with variety of diagnostic tools
- Creating SOP’s and maintaining Knowledge base, Creating Email templates to increase efficiency of work
- Handled following tools and issues
- ARS (Active Roles Server) – Active Directory
- Creation, modification of DL (directory list)
- Adding User to provided authentication towards Citrix
- Unlocking and reset Domain Account of Client
- Frequent lockout issue
- Cross verifying client details through PDR refreshing tool
- Cisco VPN and RSA token tool
- Troubleshooting VPN to make sure user can effectively use VPN, without any trouble, RSA, connecting VPN through respective server name based on client locations, resynchronizing and reissue VPN tokens, assigning token to new users and adding them to respective group to access VPN SSL and Citrix
- Checking IPV6 adapter though network sharing and enrolling to WIFI authentication
- Basic Troubleshooting Citrix engine – Standard desktop, SAP740
- And eQuality
- Providing change or read only access to Network share folders, configuring on Network Drive, checking Manager or Owner of folder through Windows Power Shell, provisioning access once approved by Manager
- Providing change or read only access to SharePoint
- Handled Office 365 – Mail configuration, repairing office 365, repairing profile, troubleshoot Microsoft application, Increasing space for Outlook, installing plugin for Outlook, following seamless authentication to add user on Azure manually, Web credentials and Windows Credentials, provisioning license to MS Office 365
- Handled eQuality web-apps Java issue, by analyzing via JAVA console, reinstalling right JAVA version
- Installing Zoom application, zoom plugin, authenticating zoom via SSO sign in, upgrading Zoom from Basic to Professional version to increase time limit for Zoom calls
- Assigning Static IP address through DNS (Infoblox application)
- Adding Network Printers based on User location
- Guiding User for Aspera File Transfer, SAP tool access, raising online request form, Installation of required tools on client, obtaining required details and raising service ticket to client
- Handled Mobile Iron – Installation, Basic Trouble shooting steps to users, Guided user in installing applications inside Mobile Iron and using VPN tunnel
- Providing Bit locker Recovery key, checking TPM administration, and Bit locker suspension
- Handled SCCM- troubleshooting SCCM, when there is failure in installing remote control, patch management, operating system deployment, network protection and other various services
- Troubleshooting slowness issue faced by client while using Apex and Trend Micro Antivirus
- Enthusiastically participated in job related training
- Creating Service Ticket and assigning to next tower for further troubleshooting.
Technical Support Engineer
CSS Corp
Kanchipuram, TN
09.2017 - 01.2020
- Resolved problems with malfunctioning products.
- Followed up with clients to ensure optimal customer satisfaction.
- Created cases and claims for damaged, lost or displaced packages.
- Built and provided basic end-user troubleshooting and desktop support on Windows, and Mac systems.
- Used ticketing systems (Right Now and Zendesk) to manage and process actions taken.
- Providing Online Support to Customers on Q-see Analog, Network, Wi-Fi devices
- Providing information about presale Q-see Products Analog Cameras and DVR (Digital Video Recorders), IP cameras and NVR (Network Video Recorders),
- Wi-Fi enabled cameras and NVR, Analog and CAT cables, etc
- Providing online support for Q-see customer by troubleshooting devices based on customer query and issue.
- Worked independently to troubleshoot Q-see devices at many locations throughout USA, Canada, middle-east, etc.
- Taking secured remote session on customer computers (Windows and MAC) installing required software’s based on device’s platform and client OS.
- Guiding user in installing Software’s for mobiles devices (Android and IOS).
- Performing right troubleshooting to user based on devices, isolating issue and initiating RMA based on Warranty.
- Guiding customer on following
- Registering product online, so that Warranty of product will be maintained on cloud.
- Providing Manuals based on device models, also creating awareness about specification of product customer looking for.
- Providing Right recovery Firmware to client
- Monitoring 24/7, effective motion sensor, people count, IVA Intelligent Video, AI
- Storage Management - through 24/7, and Motion sensor.
- Playback and Backup - General and AI, backup files through devices, Web portal and Q-see Software’s.
- Password Reset using Q-see provided Tools, or reset through email and authentication code, updating new password.
- Guiding to update resolution on Recorders and cameras.
- Guiding user by configuring with Color Night Vision and Standard Night visions features
- Monitored and maintained operability of alarms, intrusion detection sensors and CCTV systems.
- Guiding customers on cloud services available for selected Wi-Fi devices.
- Guiding customer by allowing them to user other series cameras on different Q-see Recorders series, by referring to compatible charts.
- Taking remote session on Customer desktop, performing Single port forwarding and Double port forwarding and creating secured pathway to view cameras remotely on Windows and IOS systems, by not disrupting firewall.
- Assigning Next level support for customers (like Supervisor call)
- Initiating RMA for customers with product and replacing them, if product within 2 years of warranty.
Journal Management Executive (Journal Manager)
TNQ Technologies
Chennai, TN
05.2016 - 08.2017
- Project Managed portfolio of approximately 10 academic journals (HMS and SNT).
- Act as single point of contact for all aspects of end-to-end journal publication process for internal departments (such as Publishing), and external contacts (such as Editors, Authors, Reviewers and/or Society contacts), professionally representing Elsevier at all times
- Provide first-line support to Editors, Authors and Publishers with queries on articles at any point in publication process, from submission through to publication online and in print
- Support Customers (Authors, Editors, Reviewers), guide user for effective use Elsevier Editorial Systems (EES and EVISE): investigate problems and provide information on bugs and workarounds.
- Attend Editorial Board meetings where appropriate, supporting Publisher by presenting information on current Editorial/Production status and informing/advising on procedures and processes as required.
- Effectively interact with typesetters and compositors through Production Tracking System (PTS), and e-mail where appropriate, to ensure smooth publication process and sustain high quality of content.
- Monitor journal performance through entire end-to-end process of publication, ensuring timely delivery against scheduled publication dates and other business targets
- Use online e-submission systems (EES and EVISE) and Production Tracking System (PTS) in planning and handling daily work.
- Monitor progress: Ensure that Editors use e-submission system (EES or EVISE) correctly by signaling incorrect usage to Editors or referring Editors to technical Customer Support team;
- Assign Editors for new submissions based on category/section/classifications as provided by Author;
- Receive revised submissions and verify completeness; Monitor and follow-up on outstanding submissions with Editors; Monitor quality of Reviewer database. Forward submissions to Reviewers upon request by Editor; Drive and monitor review process, i.e., ensuring each paper is sent to appropriate number of reviewers; Send reminder letters to Editors, Authors and Reviewers; Manage exception handling where appropriate, e.g. send decision letters on behalf of Editor.
- As required and agreed with Production Management and Publishing per journal, provide specific enhanced non-scientific services to journal, such as proxy for Editor in EES or EVISE system and/or holding regular teleconferences with Editors and/or Editor Assistants and/or Publishers Preparation and maintenance of annual publication schedules, with attention to budgetary and Publishing requirements, ongoing and particularly at each quarterly budget review and associated re-forecast (RF).
- Communicate schedule information to internal departments and external Editorial offices as appropriate
- Ensure article and issue publication quality meets global standards in order to ensure hassle free online and print publication.
- Compile and paginate complete issue on planned date in Production Tracking System (PTS). Plan ahead to ensure all content is available and avoid missing issue compilation dates
- Reschedule and re-plan where necessary appropriately notify Team Manager for relevant changes.
- Liaise with Advertising Dept. if any deviation to scheduled dates, so that we can liaise with commercial advert provider
- Monitor overall quality of intermediate and end-products - this could be in response to customer feedback or proactive checking, and could involve checking PDFs, online proofing systems, HTML rendering on online platforms.
- Investigate opportunities to transition journals into new projects/workflows to achieve cost-savings or efficiencies.
- Ensure requirements are met and delivery is correct in terms of quality, time, bulk orders, online platform etc.
- Provide necessary feedback to suppliers to maintain and improve quality via feedback mechanisms direct to typesetters (for artwork, language edit, copy-edit and master copy quality).
- Improving Impact factor of journal every year
Customer Service Representative
Allsec Technologies Limited
Chennai, TN
02.2015 - 04.2016
- Investigated and resolved customer inquiries and complaints in timely and empathetic manner.
- Assisted customers by answering questions, responding to inquiries and handling telephone requests.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained strong reputation of efficiency and accuracy, earning numerous recommendations from satisfied customers.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Worked with management to propose and implement proactive customer service solutions.
- Responded to customer requests for products, services and information with resourcefulness, skill and advanced use of internal knowledge bases.
Education
MBA - Human Resource And Systems
Anand Institute Of Higher Technology
Kazhipattur 06.2009 - 06.2011
Bachelor of Science - Computer - Science
Patrician College Of Arts And Science
Adyar 06.2006 - 06.2009
H.S.C - Computer Science
Nellai Nadar Matriculation Higher Secondary School
06.2004 - 06.2006
S.S.L.C - General Studies
St. John's English School And Junior College
Besant - Nagar 06.1993 - 06.2004
Skills
System upgrades
Program installations
Performance Analysis
Technical Analysis
Office 365
Virtual private networks
Microsoft Active Directory
Microsoft SharePoint
Multitasking
Microsoft applications skills
ServiceNow Admin
Analysis and critical thinking
Software monitoring
Timeline
L3-Senior Engineer
HTC Global Services
02.2022 - Current
COE - APPLICATION DEV & MAINTENANCE
Bahwan CyberTek
08.2021 - 02.2022
Service Desk Engineer – Administrator - IMS - Service
Wipro Technologies
03.2020 - 04.2021
Technical Support Engineer
CSS Corp
09.2017 - 01.2020
Journal Management Executive (Journal Manager)
TNQ Technologies
05.2016 - 08.2017
Customer Service Representative
Allsec Technologies Limited
02.2015 - 04.2016
MBA - Human Resource And Systems
Anand Institute Of Higher Technology
06.2009 - 06.2011
Bachelor of Science - Computer - Science
Patrician College Of Arts And Science
06.2006 - 06.2009
H.S.C - Computer Science
Nellai Nadar Matriculation Higher Secondary School
06.2004 - 06.2006
S.S.L.C - General Studies
St. John's English School And Junior College
06.1993 - 06.2004
ServiceNow Admin
In depth understanding of ServiceNow functionality and how ITIL processes can be implemented in ServiceNow including, but not limited to Incident Management, Change Management, Problem Management, Asset Management, CMDB Management, Service Catalog, Knowledge Management, and Service Portal modules
ServiceNow Admin
In depth understanding of ServiceNow functionality and how ITIL processes can be implemented in ServiceNow including, but not limited to Incident Management, Change Management, Problem Management, Asset Management, CMDB Management, Service Catalog, Knowledge Management, and Service Portal modules
ServiceNow Admin
In depth understanding of ServiceNow functionality and how ITIL processes can be implemented in ServiceNow including, but not limited to Incident Management, Change Management, Problem Management, Asset Management, CMDB Management, Service Catalog, Knowledge Management, and Service Portal modules