Summary
Overview
Work History
Education
Skills
Personal Information
Significant contributions
Account Metrics
Timeline
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Peravali Arun Kumar

Hyderabad

Summary

Experienced End User Computing Support Specialist with a proven track record in analyzing, diagnosing, and resolving computer user support issues. Skilled in providing technical support, resolving complex technical issues, and knowledgeable in standard operating systems and networking protocols. Innovative technology professional with diverse experience in enhancing systems and aligning technical solutions with business objectives. Demonstrated success in leading projects and contributing to organizational growth and success.

Overview

14
14
years of professional experience

Work History

EUC Analyst

ICE Data Services
09.2023 - Current
  • Taking ownership of incidents/requests and provides smart resolution so that and use of productivity is not impacted.
  • Providing and user hardware,software, network and server support for mostly windows and some mac devices.
  • Active directory, Azure, groups and distribution list
  • Collaborated with diverse teams to pinpoint process enhancement opportunities.
  • Basic experience and trouble shooting VDI environment and citrix environment
  • Facilitated better knowledge sharing by crafting thorough documentation of standard operating procedures.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
  • Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators
  • Good Knowledge on creating documentation and Terms and condition
  • Hands on Experience on Active Directory and Citrix Director
  • Problem Solve and Troubleshooting and Identify Potential Issues and working with Cross-Functional Teams
  • Installation and configuration, Troubleshooting Printers and Laser Jet Printers in a Network.
  • Supporting the Network infrastructure. Troubleshooting various network problems like port enabling,

Desktop Support Specialist

Black Knight Financial Services
04.2021 - 09.2023
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Learned and implemented new software testing procedures.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and [Type] policies.
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Generated reports to track performance and analyze trends.
  • Offered assistance in implementing and developing training programs.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Installed and configured operating systems and applications.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Tested new software and hardware prior to deployment.
  • Created user accounts and assigned permissions.
  • Researched and identified solutions to technical problems.

Team Lead

Sykes India
07.2018 - 03.2021
  • Managing a team of 11 who supports business users for AT&T Tier 1.5 support services.
  • In AT&T Tier 1.5 support, we support Remote Access Services (RAS), AT&T VPN Tunneling Service (AVTS) & Global Client support (GCS) for US, APAC and EMEA.
  • Prioritizing the major clients like Honeywell - Conglomerate Company, Eli Lilly - Pharmaceutical Company, Claire’s - Retail Company, in providing the best service.
  • Attending quality calibration sessions internally and with the client on a weekly & monthly basis to share best practices and to ensure that processes are aligned with the clients.
  • Coordinate with AT&T clients and Quality Analysts in curbing down the customer escalations.
  • Doing the analysis on the top drivers causing customer escalations.

Subject Matter Expert (SME)

Sutherland Global Services
03.2015 - 10.2017
  • Responds timely and accurately to the escalations of the Level 1 support representatives.
  • Assists Level 1 support representatives towards 1st time resolution.
  • Handles calls for customers requesting to speak to a supervisor.
  • Mentor Level 1 technicians by providing technical assistance; instructs agents on the proper use of resources to find troubleshooting steps for difficult issues.
  • Verifies customer’s problem and validates support team’s escalations prior to escalation to the Product team.
  • Monitor Accounts for Fraud.
  • Identify fraudulent transactions and cancel them from further processing.
  • Resolve customer issues within the scope of existing service level agreements.
  • Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks.
  • Identify fraudulent use of application and cancel it from further processing.

Senior Consultant

Sutherland Global Services
03.2012 - 06.2014
  • Providing technical support to US customers for core Operating Systems issues.
  • Providing support related to Networking which includes router configuration, modem configuration and other connectivity issues.
  • Email client configuration for Windows mail, MS Outlook and Mac Mail.
  • Providing support for Gaming consoles which includes Xbox 360, PlayStations etc.
  • Security & Virus protection on Windows and Mac computers.

Technical Support Executive

SITEL INDIA
01.2011 - 01.2012
  • Extended analysis to assist technology team efforts to escalate and resolve issues.
  • Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
  • Identified key technology defects to streamline problem resolution.
  • Tracked KPIs and created continuous improvement plans.
  • Analyzed and developed service goals for in-bound call center.
  • Increased customer satisfaction ratings to 98 %.
  • Cultivated procedures and standards for system monitoring, investigation and maintenance.
  • Researched and identified solutions to technical problems.

Education

MBA - Marketing

Immanuel Business School
Hyderabad

B.Com - Computers

Dr. B. R. Ambedkar University
Hyderabad

Board of Intermediate - undefined

Narayana Junior College
Hyderabad

Board of Secondary Education - undefined

Kakatiya Vidya Niketan High School
Hyderabad

Skills

  • Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude Experienced in providing network and software support to users and developing and implementing technical solutions Adept at analyzing system performance and security to drive optimal user experience
  • Client Servicing: Initiating and sustaining efforts for meeting client requirement and enhancing relationship through regular interactions and maintaining a smooth traction Streamlining the process, setting and maintaining Quality Parameters and Customer Satisfaction
  • Team Management: Identifying potential areas and allocating work among the team members through regular assessments Circulating process updates from client among team members and ensuring that the quality and services parameters are met at the team member level Conducting training to new team members and mentoring subordinates by involving them in decision making processes Maintaining cordial work environment and cohesive work relationship to the repartees to facilitate performance

Personal Information

Languages Known: Hindi, English, Telugu, and Tamil.

Significant contributions

  • Process Streamlining: Following the operational bottom quartile mentor model with stringent application of call observations and quality to help standardize the service levels and customer experience on calls.
  • Associate Engagement: To be focused on appreciating associate efforts through structured and non-structured means of recognition. Analyzed the individual performance of each team member and motivated them to perform even better.
  • Contributions to the team: Worked on showing significant improvement in the bottom quartile technicians by formulating a plan of action through periodic trend analysis. Organized trainings to improve the performance of the members who were lagging behind in terms of performance.
  • Problem Solving: As a TEAM LEADER, have managed to solve problems as they develop for the team. By staying on top of team activities, have been able to spot problems as they begin to develop and work pro-actively to resolve them. This often takes less time and energy than reacting to problems. Always have demonstrated the importance of setting goals and meeting them. Worked with individuals to ensure each person is completing tasks on time to enable the team to complete the task as scheduled.

Account Metrics

  • Attendance
  • Schedule Adherence
  • Productive Utilization
  • Average Speed of Answer (ASA)
  • Average Handle Time (AHT)
  • Mean Time To Repair (MTTR)
  • Call and Case Quality Monitoring

Timeline

EUC Analyst

ICE Data Services
09.2023 - Current

Desktop Support Specialist

Black Knight Financial Services
04.2021 - 09.2023

Team Lead

Sykes India
07.2018 - 03.2021

Subject Matter Expert (SME)

Sutherland Global Services
03.2015 - 10.2017

Senior Consultant

Sutherland Global Services
03.2012 - 06.2014

Technical Support Executive

SITEL INDIA
01.2011 - 01.2012

MBA - Marketing

Immanuel Business School

B.Com - Computers

Dr. B. R. Ambedkar University

Board of Intermediate - undefined

Narayana Junior College

Board of Secondary Education - undefined

Kakatiya Vidya Niketan High School

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Peravali Arun Kumar