GURUSWAMY JAYARAJ
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
22
22
years of professional experience
2
2
Languages
Work History
Asst. Manager - Information Technologies
Mahindra Holidays and Resorts LTD
02.2020 - 09.2023
- Manage IT projects, resources, and budgets.
- Maintaining Bitdefender Endpoint Security latest definition available in every asset available in AD (Project In charge for entire India) to ensure compliance with security standards and regulations.
- Maintaining the software compliance software (Mentdesk) for auditing the software installed on all the asset available in AD (Project In charge for entire India) to ensure compliance with security standards and regulations.
- Maintaining Assets and doing asset audit to check every asset is accounted and check every asset available in AD to ensure the availability and reliability of IT infrastructure and systems.(Project In charge for entire India)
- Maintained the ticketing tool (Faveo) for assigning the tickets to relevant department. Monitored the tickets status of our department and helped the team in troubleshoot and resolve incidents and problems in a timely manner and identify areas for improvement and implement appropriate changes and to develop and implement IT strategies and initiatives to avoid recurring issues. (Project In charge for entire India).
- Manage and mentor IT staff, including hiring and training. Oversee the day-to-day IT operations and provide technical support. Managed the entire South Zone Resorts and Branches (11 Resorts and 6 Branches) with a team of 11 engineers. Ensure the availability and performance of IT services and systems across locations.
- Develop and maintain operational procedures and documentation.
- Collaborate with stakeholders to identify and prioritize technology needs.
- Evaluate and recommend new technologies and solutions to drive business efficiency.
Senior Support Analyst
Newage Software and Solutions
05.2019 - 01.2020
- Taking ownership of customer issues reported and seeing problems through to resolution
- Troubleshooting and identifying solutions to resolve product related issues
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Properly escalate unresolved issues to appropriate internal teams
- (e.g
- Software developers)
- Ensure all issues are properly logged into Issue management system and report to concern team
- Prioritize and manage several open issues at one time
- Maintain a good relationship with clients and team members as well
- Excellent problem-solving and communication skills
- Testing and evaluating new product/technology
- Supporting the roll-out of new applications.
Team Lead
IT Boundaries Technology Solutions
12.2015 - 04.2019
- Respond to customer inquiries and provide technical support via phone, email, or chat.
- Diagnose and resolve hardware and software issues.
- Escalate complex technical issues to appropriate teams for resolution.
- Record and track customer interactions and issue resolution in the ticketing system.
- Provide guidance and training to customers on product usage.
- Collaborate with cross-functional teams to improve product functionality and usability.
- Stay updated with product knowledge and participate in ongoing training.
- Contribute to the development of knowledge base articles and technical documentation.
- Maintained a team of 16 members.
Team Lead
Stayzilla
07.2011 - 12.2015
- Respond to customer inquiries and provide technical support via phone, email, or chat.
- Diagnose and resolve hardware and software issues.
- Escalate complex technical issues to appropriate teams for resolution.
- Record and track customer interactions and issue resolution in the ticketing system.
- Provide guidance and training to customers on product usage.
- Collaborate with cross-functional teams to improve product functionality and usability.
- Stay updated with product knowledge and participate in ongoing training.
- Contribute to the development of knowledge base articles and technical documentation.
Support Engineer
Sutherland Global Services
11.2009 - 06.2011
- Respond to customer inquiries and provide technical support via phone, email, or chat.
- Diagnose and resolve hardware and software issues.
- Escalate complex technical issues to appropriate teams for resolution.
- Record and track customer interactions and issue resolution in the ticketing system.
- Provide guidance and training to customers on product usage.
- Collaborate with cross-functional teams to improve product functionality and usability.
- Stay updated with product knowledge and participate in ongoing training.
- Contribute to the development of knowledge base articles and technical documentation.
Hardware Engineer
Sun Technologies
08.2006 - 10.2009
- Analyzing the problem which customer specifies in the computer and providing solution for that till the customer satisfies
- Rectifying critical issues which is occurring in the computer
- Doing network related activities like connecting the computer as a work group
- Worked on switch related activities in the network.
Hardware Engineer
Silver Star Computers
10.2003 - 07.2006
- Analyzing the problem which customer specifies in the computer and providing solution for that till the customer satisfies
- Rectifying critical issues which is occurring in the computer
- Doing network related activities like connecting the computer as a work group
- Worked on switch related activities in the network.
Junior Engineer
Tata Tele Services
07.2001 - 09.2003
- Worked on WLL Phones
- Worked on programs to activate WLL connection
- Worked with customer to rectify problems with connection by doing test programs
- Achieving customer satisfaction is the primary goal while rectifying problems with the connection.
Education
Bachelor of Arts - Computer Applications
AIITM
04.2001 -
Higher Secondary Certificate -
PAK Palanisamy Hr. Sec. School
Chennai06.2021
Secondary School Leaving Certificate -
PAK Palanisamy Hr. Sec. School
06.1999
Skills
Operations Management
Recruiting and Interviewing
Employee Performance Evaluations
Product and Service Knowledge
Problem Solving
Time management
Budgeting
Personal Information
- Father's Name: G. Jayaraj
- Date of Birth: 06/30/1984
- Gender: Male
- Marital Status: Married
Hobbies
Learning new technologies, Music and Movies.
Timeline
Asst. Manager - Information Technologies
Mahindra Holidays and Resorts LTD
02.2020 - 09.2023
Senior Support Analyst
Newage Software and Solutions
05.2019 - 01.2020
Team Lead
IT Boundaries Technology Solutions
12.2015 - 04.2019
Team Lead
Stayzilla
07.2011 - 12.2015
Support Engineer
Sutherland Global Services
11.2009 - 06.2011
Hardware Engineer
Sun Technologies
08.2006 - 10.2009
Hardware Engineer
Silver Star Computers
10.2003 - 07.2006
Junior Engineer
Tata Tele Services
07.2001 - 09.2003
Bachelor of Arts - Computer Applications
AIITM
04.2001 -
Higher Secondary Certificate -
PAK Palanisamy Hr. Sec. School
Secondary School Leaving Certificate -
PAK Palanisamy Hr. Sec. School