HARI GOVIND
Chennai
Summary
IT professional with 13 years of experience in customer support, specializing in application support. Proven expertise in incident management, troubleshooting, and root cause analysis, leading to improved customer satisfaction and streamlined support processes. Strong background in ITSM tools and support automation, ensuring high availability of critical applications.
Overview
14
14
years of professional experience
Work History
Engineer 2 Support
Verizon Data Services India
Chennai
04.2016 - Current
- Led a team of 12 support engineers, managing daily operations and performance evaluations.
- Provided L2/L3 application support for My Verizon, ensuring seamless customer experiences for millions.
- Handled global support operations, overseeing incidents, service requests, and escalations around the clock.
- Performed root cause analysis and collaborated with engineering teams to address recurring issues.
Implemented automation workflows in ServiceNow to enhance ticket resolution efficiency.
- Partnered with product teams to facilitate new releases, patches, and upgrades with minimal downtime.
Drove measurable improvements in CSAT and NPS scores through faster resolutions and proactive communication. - Collaborated with development teams to implement software updates and enhancements.
- Supported application deployment and configuration in various environments.
- Deployed patches or updates for existing applications following change management guidelines.
Technical Support Engineer
HCL Technologies
01.2014 - 12.2015
- Provided Level 1 remote desktop support via telephone, email, and chat for problem diagnosis and resolution.
- Managed the full incident lifecycle including logging and routing problems to support.
- Coordinated with vendors for problem resolution, ensuring diligent follow-up until closure.
Tech Support Engineer
Sutherland Global Services
06.2012 - 12.2013
- Handled a high volume of inbound and outbound support calls, consistently exceeding call closure quotas.
- Resolved connectivity issues, hardware/software failures, and printer concerns efficiently.
- Utilized trouble management software for troubleshooting network issues.
Education
Diploma - Electronics/Telecommunication
Delhi University
Other01.2011
Skills
- Project management and ITSM
- Incident and problem management
- ServiceNow expertise
- ITIL certified practices
- VoIP solutions
- Technical support and service desk
- Active Directory administration
- Change management strategies
- Service operations management
- Salesforce Service Cloud
- Customer relationship management
- Cross-functional collaboration
Personal Information
Title: Engineer 2 Support
Languages
English
Tamil
Malayalam
Timeline
Engineer 2 Support
Verizon Data Services India
04.2016 - Current
Technical Support Engineer
HCL Technologies
01.2014 - 12.2015
Tech Support Engineer
Sutherland Global Services
06.2012 - 12.2013
Diploma - Electronics/Telecommunication
Delhi University