KARTHIK THIRUMARAN
Chennai
Summary
Resourceful Escalation Specialist recognized for high productivity and efficient task completion. Specialized skills include conflict resolution, customer relationship management, and process improvement. Excel in communication, adaptability, and problem-solving to effectively manage escalations and ensure customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
EPMO Operations Lead
Ascendion Services Pvt Ltd
Chennai
09.2022 - Current
- Provide advice, support, mentoring and leadership to the project sponsors and project managers
- Coordinate teams of cross-functional internal and external resources to ensure successful delivery of the program
- Build effective working relationships with other departments and relevant external agencies
- Facilitate the strategic alignment, planning, prioritization and value realization of enterprise-wide projects, product portfolios and activities
- Evaluate and guide the prioritization and scheduling of initiatives to ensure clarity and effective assessment of costs, benefits, risks and dependencies at a program and portfolio level
- Collaborate with internal teams to plan, monitor, and report the performance of the portfolio of programs and projects, identifying opportunities to optimize portfolio outcomes
- Manage resource levels in accordance with the capital and recurrent programs utilizing an optimal mix of both internal and external resources
- Recognized as a good performer within the first quarter and was given Star Performer Award
- Client: Loan depot, Santander, Citibank, Fannie Mae, JP Morgan and Chase etc
Business Operations Analyst Lead
Dell International Services
Bangalore
08.2018 - 09.2022
- Respond to incoming product escalations of client services department through Salesforce, Siebel and Citrix
- Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development
- Conduct extensive troubleshooting of back end databases and identify root cause of data issues
- Engineer and investigate both platform and product issues
- Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures
- Direct clients through issue resolution including customer meetings, status reports and updates
- Identify, propose, and enforce escalation process improvements
- Adapt response and extensive research as per customer response
- Record all customer contacts and activities in Internal tools
- Update and manage current working knowledge of products and technology
- Identify, analyze, and write problems with program function, output, online screen, and content
- Develop software defect reports and maintain logged defects in respective database
- Provide contributions to central escalation knowledgebase
- Identify support tools gaps, enhance needs, and propose solutions
- Client: Dell (EMEA region)
Senior Technical Support Associate
Dell International Services
Bangalore
09.2016 - 07.2018
- Supported Clients and Customers through Live Calls and remote assistance
- Following up with the customers on a regular basis, till the reported issue is resolved
- Experience with remote support tools like Support Assist, team viewer
- Have hands on knowledge on Salesforce, Siebel and Citrix tools
- Provide on-call support to team members and assist them for a timely resolution
- Ensuring high resolution rate and First Call Resolution Rate (FCR %), thereby reducing Repeat Call Rate (RAR) of the team
- Tracking the customer satisfaction rate (CSAT) and resolution rate (RR %) of the team as per our SLA with the client
- Analyzing log files collected from customers for issue identification and resolution
- Tracking and analyzing the frequently occurring issues and reporting them to clients, hence providing permanent Solution for those issues
- Analyzing log files collected from customers for root cause identification and resolution
- Handled and supported clients and customers via mail and assisted them on a timely manner
- Client: Dell (EMEA region)
Automation Trainer
Tecxpera Technologies
Chennai
03.2015 - 04.2016
- Understanding Test requirements and analysing the application
- Generating Test scripts using QTP
- Debugging tests and Fixing errors
- Executing and Running Tests using QTP
- Defect Reporting and Tracking using tools like Bugzilla and Fossil
- Test reporting
Education
B. TECH - IT
Sathyabama University
Chennai01.2014
HIGHER SECONDARY -
Karthikeyan Matriculation Higher Secondary
Chennai01.2009
SSLC -
Arcot Sri Mahalakshmi Matriculation Higher Secondary School
Vilapakkam01.2007
Skills
- Project management
- Resource management
- Technical proficiency
- Customer relations
- Escalation management
- Interpersonal skills
Certification
- ITIL V3 Foundation
- 70-698 (Installing and configuring Windows 10)
- MCSE (70-740)
Place
Chennai, Tamil Nadu
Accomplishments
- Star Performer of the Year, Q3 2022
Timeline
EPMO Operations Lead
Ascendion Services Pvt Ltd
09.2022 - Current
Business Operations Analyst Lead
Dell International Services
08.2018 - 09.2022
Senior Technical Support Associate
Dell International Services
09.2016 - 07.2018
Automation Trainer
Tecxpera Technologies
03.2015 - 04.2016
B. TECH - IT
Sathyabama University
HIGHER SECONDARY -
Karthikeyan Matriculation Higher Secondary
SSLC -
Arcot Sri Mahalakshmi Matriculation Higher Secondary School
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