Kiran Kumar

· Managed and motivated teams across USA, UK and India to be productive and engaged in work.

· Delivered continuous 24/7 support, 365 days a year, to customers worldwide.

· Maximized performance by monitoring daily activities and mentoring team members.

· Enhanced customer satisfaction by resolving Down Systems and mission-critical issues promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

· Maintained professional, organized, and Work-life balance environment for team members.

· Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

· Established performance goals for employees and provided feedback on methods for reaching those milestones.

· Managed a specialist team consisting of level 1, 2, and 3 members to deliver product and technical support as well as customer service.

· Managed daily operations to ensure smooth functioning of support department.

· Collaborated with R&D team to provide valuable insights on user feedback, contributing to improved user experience.

· Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.

· Developed and maintained relationships with customers to enhance customer satisfaction.

· Prepared employee schedules for maximum coverage during key hours to meet customer demands and maintain service quality standards.

· Monitored ticket resolution rates closely, taking corrective action when necessary.

· Actively participated in recruitment efforts, evaluating candidate’s technical skills as well as their fit within the company culture.

· Provided timely assistance to customers via Service Desk portal, phone and email channels ensuring a high level of professionalism at all times.

· Enhanced customer satisfaction by addressing and resolving complex issues involving Product support and Oracle database issues promptly and professionally.

· Collaborated with cross-functional teams to address customer concerns and improve overall service quality.

· Assisted in the development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.

· Streamlined support processes for increased efficiency and reduced response times.

· Coordinated communication efforts during critical incidents, keeping stakeholders informed of progress towards resolution and minimizing negative impact on customer relations.

· Troubleshot Oracle database issues to create and resolve trouble tickets.

· Streamlined hot and cold backup processes, ensuring timely recovery in case of data loss or system failure.

· Improved Oracle database performance by optimizing SQL queries and implementing indexing strategies.

· Assisted in migrating databases to newer versions or alternate platforms, minimizing disruption to business operations.

· Provided technical support to end-users, troubleshooting database-related issues and offering guidance on best practices.

· Conducted regular performance audits, identifying areas for improvement and adjusting configurations as needed.

HAL (Hindustan Aeronautics Limited), Bengaluru, India

· Perform routine maintenance tasks such as backups, patching, and monitoring.

· Ensure databases are running efficiently and securely.

· Assist in applying Oracle database updates and patches.

· Improved database performance by optimizing SQL queries and implementing indexing strategies.

· Assisted senior DBAs in migrating databases to newer versions or alternate platforms, minimizing disruption to business operations.

· Assist in implementing and maintaining database security policies.

· Maintained up-to-date documentation on database systems, ensuring accurate records of configurations, processes, and changes made over time.