Networking
Hi, I’m
Deepak Shyam Sundar
Systems Engineer
Chennai
Summary
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
- Willingness to take on added responsibilities to meet team goals.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
- Veteran Systems Engineer versed in developing solutions for mission-critical needs. Specializes in handling critical situations within ongoing operations while causing minimal disruptions.
Overview
5
years of professional experience
5
years of post-secondary education
1
Certification
2
Languages
Work History
Tata Consultancy ServicesChennai
Systems Engineer
12.2020 - Current
Job overview
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Assisted employees with resolving network problems at remote locations.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Collaborated with executive team to define business requirements and systems goals.
- Delivered helpdesk service and support to customers.
- Provided immediate emergency response and incident management.
- Developed and coordinated response processes.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Applied effective time management techniques to meet tight deadlines.
Sitel India Private Ltd.,Chennai
Customer Service Representative
01.2018 - 12.2020
Job overview
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Topped in quality performance and customer satisfaction index maintaining a score of no less than 90% every month.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
Education
Don Bosco Matriculation Higher Secondary SchoolTamil Nadu, India
High School Diploma
01.2012 - 06.2013
Peri Insititute Of Technology Tamil Nadu, India
Bachelor of Engineering from Electronics And Communication Engineering
08.2013 - 07.2017
Skills
Technical Analysis
Problem-solving
Employee training
Microsoft Exchange
Network infrastructure administration
Web Security
PC Hardware & Software
Technical Support
Hardware and software installation
User support
Troubleshooting
Firewalls
Network security
Firewalls, VPNs and security products
Major Incident Management
Accomplishments
- Awarded with the Quality Star and CSAT expert award in Sitel for the year 2019.
- On a average handling of around 1200 calls per month received around 700-850 positive feedbacks from end users
- Internally promoted as a backup support in Sitel due to extensive product and process knowledge
- Recognized on handling pressure, got internally promoted as a Supervisor and Major Incident Manager
Software
Cybersecurity oriented
PC usage (software handling)
Certification
ITIL V4, Axelos
Interests
Online surfing, Listening to Podcasts, Travel
Timeline
Systems Engineer
Tata Consultancy Services
12.2020 - Current
ITIL V4, Axelos
10-2020
Customer Service Representative
Sitel India Private Ltd.,
01.2018 - 12.2020
Peri Insititute Of Technology
Bachelor of Engineering from Electronics And Communication Engineering
08.2013 - 07.2017
Don Bosco Matriculation Higher Secondary School
High School Diploma
01.2012 - 06.2013