Jothiraj Iyyadurai
Madhavaram
Summary
A dynamic professional over 15 years of experience in Project Management, Transition, Technical Support and People Management. A keen planner, strategist & implementer with demonstrated abilities in IT infrastructure planning and management for streamlining business operations. Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals. An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Consultant - EUC
HCL Technologies Limited
01.2011 - Current
- Responsible for the overall ownership, monitoring, tracking and quality assurance for all Incidents and Service Requests related to Service Desk, Command Center and Access Management.
- Accountable for SLA Management, SLA reporting and participating in Business review calls.
- Assisting Analysts in providing first line support when workloads are high, or where additional experience is required.
- Identifying Process gaps and implementing Service Improvement plans.
- Detailed documentation consisting of inputs/outputs, process dependencies, RACI Metrics, detailed process steps, KRA metrics.
- Ensure that the process flows are following the Risk management.
- Prepares data for performance reviews and appraisals on time.
- Manage the plan, design and implementation of Service Strategy and the development of the service relationship across the team, providing Line Management support and advice for the Operational Service Teams.
- Identify opportunities to eradicate manual processes to Ensure resource optimization and Customer Satisfaction.
- The entire user based access issues are handled in IAM.
- Handled user account creation and access provisioning in CA IDM, AS400, UNIX, Mainframe and Baldo.
- Worked in project team in building a tool for handling all IAM tasks, tool named Tuebora.
- Tuebora tool was interlinked with AD, O365, SAP, HR systems which help us in process all the request in one platform.
- Also developed password reset tool for users which helped users in resetting the password by themselves instead of calling service desk.
- Based on the performance moved to Transition Lead and currently undergoing Volvo Client.
Technical Support Engineer
CSS Cyber net Slash Support Pvt. Ltd
03.2007 - 01.2011
- Provision of networking solutions for Small office & Home office products.
- Providing advanced Technical Support for USA, Canada, and UK customers.
- To provide solutions with a breadth of technical expertise in various desktop operating systems, applications, devices, networking, security, etc.
- Handling Supervisor calls and taking care of team.
- Conducting training for the new joiners (Process & Product).
- Always share knowledge with my team members and floor agents.
- Always take initiatives for the project growth and my personal growth.
- Always been a good learner for all the Net gear products.
- Has been a part of SWAT (Swift Acting Team) for all the New Products.
Education
Bachelor of Engineering - Electrical and Electronics
Skills
- Incident management
- SLA management
- Service improvement
- Access management
- Process documentation
- Customer relationship management
Certification
- MCITP Server 2008
- PRINCE2
- Robotics Process Automation
- Software Testing
- CCNA (Trained)
Disclaimer
I hereby declare that above furnished information are true up to my knowledge and I will be glad to provide any information required in this regard.
Accomplishments
- Travelled to France and Germany for implementing user profile migration from win XP to Win 7.
- Travelled to San Jose – California U.S for 3 months for Product Testing (NetGear).
- Appraised as one of the STAR Performers for the year July 2008 – July 2009.
- Awarded as Consistent Performer in the Cyber net Slash Support Performance Award.
- Graded as Consistently Meets Expectations in all Annual Appraisals.
Travel History
- Germany
- Poland
- France
Personal Information
- Passport Number: Z4461093
- Date of Birth: 12/08/84
- Marital Status: Married
- Visa Status: US B1 Visa, valid until 2026
Timeline
Senior Consultant - EUC
HCL Technologies Limited
01.2011 - Current
Technical Support Engineer
CSS Cyber net Slash Support Pvt. Ltd
03.2007 - 01.2011