Summary
Overview
Work History
Education
Skills
Domain
Key Responsibilities
Languages
Affiliations
Career Abstract
Work Availability
Work Preference
Timeline
CustomerServiceRepresentative
OMKAR KUPPUSAMY T S

OMKAR KUPPUSAMY T S

CHENNAI

Summary

Highly experienced and results-driven IT professional with 10+ years of experience in software development and support across infrastructure, software, production, and application systems. Proven track record in customer support and team management, adept at driving business success through a collaborative and process-oriented approach. Passionate about continuous learning and delivering impactful solutions, particularly within supply chain logistics. Eager to leverage strong expertise in customer relationship management to contribute to industry growth.

Overview

10
10
years of professional experience

Work History

Customer Support Engineer

Navis/Kaleris
08.2022 - Current
  • Provided first-line support for all Terminal Operating System (TOS) products (SPARCS N4, Billing, Master Terminal), ensuring high service quality.
  • Analyzed support ticket data to identify trends and areas for product/user education improvement and collaborated with Product teams to deliver customer fixes.
  • Assisted in knowledge base development and conducted trainings for new team members.
  • Expert in N4 billing and Rail modules, with hands-on experience in TOS components (N4, XPS, CTUI, nVMT, ECN4) and modules (Gate, Operations, Rail, EDI, Semi Automation, Automation, Expert Decking, Prime Route).
  • Resolved complex inventory management problems for US customers and recommended process changes to increase operational efficiency.
  • Proficient in Splunk for log analysis and dashboard visualization.
  • Provided 24x7 on-call support for TOS customers, resolving critical defects and testing Kaleris/Navis product integrations.
  • Managed customer-specific requirements, providing tailor-made solutions and specializing in EMEA and US customer dynamics.
  • Led team towards TOS industry automation and fostered an inclusive team climate.
  • Collaborated during Go-live of TOS implementation for Adani SPRH terminal (Mundra) and served as special point of contact for Long Beach Container Terminal (LBCT), a fully automated terminal.
  • Conducted comprehensive product testing, developed documentation for common issues, and provided pre-sales technical assistance.
  • Installed, configured, and maintained software for teamwork labs.

IT Analyst, Development & Support

TCS
05.2019 - 08.2022
  • Performed Requirement Analysis, Data Analytics, Data Mapping, and Application Design for ETL processes.
  • Served as Lead Developer for ODS application, integrating UNIX, PL/SQL, and Autosys systems.
  • Developed new shell scripts for batch jobs and created JIL scripts for job automation and scheduling.
  • Maintained applications and databases for user data storage and processing.
  • Optimized report generation and email processes.
  • As Process Improvement Lead, implemented hard and soft savings initiatives.
  • Designed SQL queries for concurrent report extraction.
  • Provided Application Production Support, including RCA, DPCA, and daily Duty Manager reports.
  • As Project Manager, managed task assignments, prioritization, and team monitoring.

Infra Support - Lead

TCS
05.2015 - 04.2019
  • Provided infrastructure support for AIX/Windows servers and IBM storage systems (IBM Power series, IBM V7000 SAN) hosting CBS applications for TNSC bank.
  • Served as Infrastructure Administrator for Data Center operations, including system architecture administration to meet SLAs.
  • Monitored server utilization using Hardware Management Console.
  • Performed incremental backups of Oracle archive logs using Tivoli Storage Manager (AIX servers to LTO tapes).
  • Conducted Hot backups of Oracle Database using flash copies on IBM V7000 SAN Storage systems.
  • Performed Hot, Cold, and Tar backups of applications on DAT tapes, and rootvg backups of servers on DAT tapes.
  • Monitored primary and network routers to ensure seamless DC-DR connectivity and system availability.
  • Conducted BCP drills to assess DR setup robustness.

Education

B.Tech - Mechanical Engineering

SASTRA UNIVERSITY
Tanjore

Skills

  • Software: ORACLE, SQL, PL/SQL, Unix/AIX administration, Windows server administration and IBM storage administration, Bitbucket, Unix Shell Scripting, Job Information Language(JIL scripts)
  • Hardware: Windows/AIX servers and IBM storage systems, CISCO SAN switches
  • Tools: TOAD, Service Now, SVC, IBM Tivoli Storage manager(TSM), Autosys, Putty, Tectia, Salesforce, Sql Server Management Studio, Sourcetree, HMC (Hardware Management Console), Bitbucket
  • Products/Application: ODS-IDW, CBS, N4, N4 Billing and Master Terminal

Domain

Banking(CBS) and Insurance, Container/Cargo Terminal Operations.

Key Responsibilities

Log Analysis, Debugging, Troubleshooting, Testing on new fixes, Training, Recommending process Improvements, Opportunity generation in sales, Effort Evaluation, Workload Distribution, Delivery Management, Team Management, SLA Adherence, Customer Handling, Conflict Management, System Monitoring.

Languages

Sourashtra
Native language
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Telugu
Elementary (A2)
A2

Affiliations

Bike Ride, Badminton, Cricket, Sudoku.

Career Abstract

  • Having experience as a Developement and Support Lead with good exposure in Finance, Insurance and Terminal Operations domain.
  • Consulted on and contributed to the development of a highly available logistics suite (N4) based on Java, deployed across Linux and Windows systems, supporting shipping terminals globally.
  • Coordinating closely with Engineering/development team to analyse, fix, test and deploy the solutions in N4, XPS, ECN4, N4 Billing and Master Terminal.
  • Successfully represented my team towards driving the Automation wave in the Terminal Industry.
  • Team Lead for Infra support project with experience in Banking domain
  • Infra support for AIX/ Windows server along with basic Networking knowledge in CISCO SAN switches.
  • Prod Support Engineer for AIX and Windows Server along with IBM Storage support. Whip for BCP drills.
  • Skilled Design/Development and Application Support Engineer for PLSQL based application in AIX server.
  • Automated jobs using Autosys CA Workload Automation Tool.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Important To Me

Career advancementWork-life balanceCompany Culture

Timeline

Customer Support Engineer

Navis/Kaleris
08.2022 - Current

IT Analyst, Development & Support

TCS
05.2019 - 08.2022

Infra Support - Lead

TCS
05.2015 - 04.2019

B.Tech - Mechanical Engineering

SASTRA UNIVERSITY

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