David SundarRaj
Bangalore
Summary
Dedicated Team Leader with expertise in Technical analyst, issue resolution and interpersonal communication. Proficient with project management and shared services support. Sets example for work ethic, punctuality and quality. Provides technical expertise to team members and supervises goal progression. Led multiple IT Helpdesk projects.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Team Lead
CONTINUSERVE SOFTECH INDIA PVT LTD
Bangalore
05.2015 - Current
- Led and managed multiple IT helpdesk/Service Desk projects.
- Supervised and directed a team to achieve performance goals while consistently providing feedback and training
- Fostered employee engagement and maintained a high level of performance
- Experienced in effectively applying IT Service Management principles
- Successfully handled numerous projects concurrently
- Assisted in resolving issues related to office 365, MFA, VPN, and laptops
- Resolved a broad range of issues with office 365 Exchange online
- Microsoft Office 365 administration - adding/modifying users, groups and shared mailboxes, distribution list
- Proficient in the management of Active Directory, including user and computer accounts as well as group policies.
- Knowledge on shared account, service accounts and DL's
- Skilled in the use of multiple O365 applications such as TEAMS, SharePoint, and One Drive.
- Executed incident resolution, Incident management and various activities as per established SLAs.
- Possess strong analytical and troubleshooting skills, effective communication abilities, and exceptional documentation skills.
- Proficient in Remedyforce, ServiceNow, HPSM and Jira Service Management
- Proficient in utilizing Office 365, Office 365 Admin center, and MS Exchange
- Knowledge on Active Directory, Azure Active Directory
- Managed Oracle Peoplesoft security administration responsibilities
- Knowledge on Kronos time keeping
- Knowledge on VPN and Microsoft MFA
- Handled customer inquiries through various communication channels such as phone, email, and chat.
- Assigned appropriate categories to tickets in Help Desk system
- Followed up with clients to ensure resolution of issues and obtained their feedback.
- Demonstrated ability to effectively prioritize tasks and maintain focus
- Committed to delivering high quality results with little supervision
- Energetic, organized, and professional
- Poised and patient when dealing with clients and customers
- Developed standard operating procedures(SOP) for various problems and inquiries
- Managed incident management, critical incident management, and service management
Implemented strategies to enhance incident management processes
Led efforts to improve critical incident response and service delivery - Worked on Oracle EBS application
- Act as an incident manager whenever there is P1 issue is created
- Managed Office 365 administration
- Administered Jira
- Implemented performance metrics to track and evaluate team progress
- Developed action plans and organized daily team meetings to discuss project updates and address any issues.
- Created and maintained team roster to ensure sufficient support coverage across all shifts
- Validated and approved team members' timesheets through the portal
- Reviewed and acted on aging tickets based on daily report
- Ensured team's compliance with SLAs while addressing tickets
- Ensured efficient use of resources across all shift operations
- Ensured team members received regular trainings
- Facilitated regular client communication through daily and weekly calls
- Conduct weekly/monthly calls with management, offering project updates.
- Handled RCA during escalations and communicated findings to management
- Work closely with the team members to address their issues/concerns and requests
TECHNICAL SOLUTIONS REP 2
HEWLETT PACKARD GLOBAL SOFT PVT LTD
Bangalore
08.2011 - 06.2014
- Performed efficient troubleshooting on both laptops and desktops
- Utilized HPSM for efficient ticket tracking
- Provided support for multiple regions including North America and Canada
- Received best performer award in Q1
- Utilized knowledge base articles to quickly resolve customer inquiries.
- Coordinated with third-party vendors on behalf of customers when necessary.
- Performed follow-up surveys with customers after resolution of their issue was completed.
- Performed system updates, upgrades, installations, repairs, configurations, migrations.
CUSTOMER SUPPORT EXECUTIVE
IBM
Bangalore
04.2010 - 07.2011
- Resolved issues related to GPRS and 3G
- Assisted in resolving issues for high-profile Airtel clients
- Managed customer accounts using CRM software tools.
- Maintained accurate records of customer interactions.
- Provided detailed information about products and services.
- Collaborated with colleagues to resolve complex customer queries.
- Resolved customer issues in a timely manner.
Education
GRADUATION - BCOM -
VINAYAKA MISSIONS SIKKIM UNIVERSITY
05-2018
HSE - KERALA -
SFS COLLEGE
01.2006
SSLC - KARNATAKA, BANGALORE -
SFS SCHOOL
01.2003
Skills
- Remedyforce
- ServiceNow
- HPSM
- Jira Service Management
- Office 365
- Office 365 Admin center
- MS Exchange
- Active Directory
- Azure Active Directory
- Oracle Peoplesoft Security Administration
- Kronos
- VPN
- Microsoft MFA
- Incident Management
- Critical incident Management
- Service Management
- Oracle EBS
- Jira Administration
Personal Information
- Date of Birth: 06/11/86
- Gender: Male
- Marital Status: Single
Certification
- ITIL 4 Foundation
- Jira Advanced Administration
- Jira Basic Administration
- Jira Service Management Administration
- Learning Jira Cloud Edition
- Jira Fundamentals Assessment _ Atlassian
Timeline
Senior Team Lead
CONTINUSERVE SOFTECH INDIA PVT LTD
05.2015 - Current
TECHNICAL SOLUTIONS REP 2
HEWLETT PACKARD GLOBAL SOFT PVT LTD
08.2011 - 06.2014
CUSTOMER SUPPORT EXECUTIVE
IBM
04.2010 - 07.2011
GRADUATION - BCOM -
VINAYAKA MISSIONS SIKKIM UNIVERSITY
HSE - KERALA -
SFS COLLEGE
SSLC - KARNATAKA, BANGALORE -
SFS SCHOOL
- ITIL 4 Foundation
- Jira Advanced Administration
- Jira Basic Administration
- Jira Service Management Administration
- Learning Jira Cloud Edition
- Jira Fundamentals Assessment _ Atlassian
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