Hi, I’m
Kesavan Boopathy
Technical Consultant
Kumbakonam
Summary
Experienced IT professional with over 10 years in the technology sector, currently serving as a Technical Consultant specializing in integration solutions. Proven expertise in designing and implementing complex integration architectures, optimizing processes, and driving technological advancements. Passionate about leveraging technology to improve efficiency and drive business growth.
Overview
12
years of professional experience
Work History
Phreesia India
Technical Consultant
04.2024 - Current
Job overview
- Managed multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management
- Spearhead integration efforts between our SAAS healthcare software and EMR systems, ensuring seamless interoperability and functionality
- Provide expert-level support and troubleshooting for integration issues using tools such as Event Viewer, Grafana, SOTI, Sumo Logic, and SQL
- Analyze XML logs to diagnose and resolve technical issues, documenting findings and solutions
- Develop and implement standards, processes, and documentation to support integration projects and initiatives
- Implement audit, logging, and monitoring solutions to ensure robust performance and reliability of integration systems.
Rayden Interactive
Team Lead, Product Support
01.2023 - 03.2024
Job overview
- Led a team of 8-10 members in delivering high-quality technical support and integration services, fostering a collaborative work environment and achieving team KPIs consistent
- Mentored junior team members, enhancing their technical skills and professional growth, resulting in improved team cohesion and efficiency in project delivery
- Acted as the primary point of contact for key clients, ensuring their integration needs were met and issues were resolved promptly, maintaining a customer satisfaction rate of 95%
- Implemented monitoring and logging solutions that enhanced system performance, reducing downtime by 15% and ensuring compliance with SLA requirements
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
TCS
Lead - IT Analyst
12.2020 - 01.2023
Job overview
- Handled Carquest stores hardware/network installation, configuration and maintenance
- Managed L2 Team and acted as Intermediary Support between L1.5 and L3 teams
- Handled Knowledge Management and Ticket Quality Management for the entire desk
- Responsible for Ecommerce Tool - 'Exploris' configuration, deployment and working with QA team for the patch updates
- Coordinated with Network Firewall team to implement changes, CAB approvals, SPOC for smoke testing during development and validating post implementation changes
- Maintained user's AD, security installation, DELL Kace server deployments, New store setup, license provisioning
- Reduced system downtime for critical applications by proactively monitoring and resolving issues before they escalated.
Serein Software Solutions
Senior Tech Support Engineer
05.2017 - 08.2020
Job overview
- Strong knowledge of support desk software and ticket tracking systems
- Excellent communicator, handles complex issues and ensure timely resolutions
- Installation, configuration and maintain software applications, operating systems, administration and network monitoring
- Diagnose and repair Internet Services, LAN Networks, Wireless and Email failures
- Configure new and existing network systems and hardware
- Install and maintain antivirus, firewall and security systems
- Determining the needs of the client
- Overseeing the quality of deliverables
- Generating leads and business opportunities.
Intelenet Global Solutions
Senior Customer Service Executive
05.2016 - 04.2017
Job overview
- Effectively handled big volume of banking clients from Barclays
- Responded to inquiries in-person or via email, chat or telephone
- Faster resolution of complex technical problems, ensuring customer satisfaction within KPI targets
- Training the new employees in the voice process as well as in the technicalities of the product to provide support to customers
- Collected clients feedback and made process changes.
Serein Software Solutions
Technical Support Executive
01.2015 - 05.2016
Job overview
- Handled Inbound/Outbound calls and Remote access
- Documented all calls with regards to participant inquiries accurately using Call Tracking System
- Support customers by emailing and online chats by providing technical solutions of their product in use
- Document and monitor live conversations of representatives and clients and reported any discrepancies and divergences
- Worked on the installation and troubleshooting of networking devices such as routers, hubs and adapters.
IV Support Technologies
Technical Support Engineer
02.2013 - 11.2015
Job overview
- Remote Support - Cross-sell/Up-sell
- Online chats and Email Support of various International Brands
- Troubleshooting desktops/laptops and thin client machines
- All types of Software Installations, OS and Patches
- Installation, Configuration and Troubleshooting of Windows and MAC Operating Systems.
Education
Kalasalingam Institute of TechnologyVirudhunagar, Tamilnadu
B.Tech from Information Technology
04.2012
Skills
SAAS-EMR Integration
IT Asset Management
IT Risk Assessment
Incident Management
Application support
Information Security
ITIL Framework
Customer Support
Data Analysis
API Development
Client Relations
Technical Troubleshooting
Tools
- IT Service Management Tools: ServiceNow, Salesforce, JIRA, Confluence
- Monitoring & Reporting Tools: SUMO, Grafana
- Data Management: XML, SQL
- Remote Access & Virtualization: RDP, Citrix
- User Management: Active Directory, SOTI
- Asset Management: DELL Kace Server
- E-commerce Tools: Exploris, Apal
Training and Courses
- ITIL V4 — TCS, 2021
Training in IT Infrastructure Library (ITIL) framework for efficient IT service management. - ITSM — TCS, 2021
Training in IT Service Management (ITSM) methodologies for delivering and supporting IT services. - CCNA — Network Kings, 2024
Cisco Certified Network Associate (CCNA) training with a focus on network fundamentals, routing, switching, and troubleshooting. - — CCNP (In Training) — Network Kings, 2024
Currently undergoing Cisco Certified Network Professional (CCNP) training, focusing on advanced networking concepts and solutions.
Languages
English
Upper intermediate (B2)
Tamil
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Interests
Blogging
Cooking
Timeline
Technical Consultant
Phreesia India
04.2024 - Current
Team Lead, Product Support
Rayden Interactive
01.2023 - 03.2024
Lead - IT Analyst
TCS
12.2020 - 01.2023
Senior Tech Support Engineer
Serein Software Solutions
05.2017 - 08.2020
Senior Customer Service Executive
Intelenet Global Solutions
05.2016 - 04.2017
Technical Support Executive
Serein Software Solutions
01.2015 - 05.2016
Technical Support Engineer
IV Support Technologies
02.2013 - 11.2015
Kalasalingam Institute of Technology
B.Tech from Information Technology