PUGALI Arumugam S
CHENNAI
Summary
Experienced in consulting with customers and other stakeholders to gather requirements, define scopes and set project plans. Capability of managing complex, high-visibility technical projects. Effective at technical support, inventory management and customer relationship development.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Specialist /Scrum Master
HCL Technology
Chennai
08.2022 - Current
- Coached stakeholders on their roles in the Scrum process and how to best support the team's success.
- Maintained product backlogs, ensuring that items are well defined and prioritized based on business value.
- Facilitated Scrum ceremonies, such as Sprint Planning, Daily Stand-Ups, Retrospectives and Reviews.
- Created dashboards using tools such as Easyretro, to track project progress and milestones.
- Encouraged continuous process improvement initiatives through retrospectives.
- Acted as a servant leader to the development team by removing impediments and resolving conflicts.
Senior Analyst
HCL Technology
chennai
02.2021 - 07.2022
- Established and nurtured client-facing relationships to determine business needs and drive solution development, improving customer satisfaction.
- Harnessed company data to build analytics, identify issues and provide pragmatic solutions, driving business growth.
Senior Technical Support Associate
Tech Mahindra
CHENNAI
01.2019 - 02.2020
- Used analytical tools and technologies to streamline data management, reducing complexity of large sets of data.
- Collaborated with diverse teams in devising solutions to problems and directed organisational resources towards implementing identified solutions.
Customer Service Associate
Amazon.com
COIMBATORE
08.2017 - 07.2018
- Provided excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
Consultant
Sutherland Global Services
CHENNAI
06.2016 - 07.2017
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
Education
Bachelor of Science - Computer Application
St.Joseph's College (Autonomous)
2016
Skills
- Power BI
- Power Point
- Data Analytics
- Microsoft Excel
- Incident Management
- L1 Troubleshooting
- Project Management
- Escalation Management
- Team Management
- Problem Management
- Service Management
- Office 365
- Service Desk Management
Certification
Certified ScrumMaster (CSM)
DGCA certified Remote Pilot - Medium
Timeline
Specialist /Scrum Master
HCL Technology
08.2022 - Current
Senior Analyst
HCL Technology
02.2021 - 07.2022
Senior Technical Support Associate
Tech Mahindra
01.2019 - 02.2020
Customer Service Associate
Amazon.com
08.2017 - 07.2018
Consultant
Sutherland Global Services
06.2016 - 07.2017
Bachelor of Science - Computer Application
St.Joseph's College (Autonomous)
Certified ScrumMaster (CSM)
DGCA certified Remote Pilot - Medium
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