Summary
Overview
Work History
Education
Skills
Accomplishments
Tools & Technologies
References
Timeline
Generic

Ragul Raju

Chennai

Summary

Mid-Level Technical help Engineer with over 6 years of experience delivering excellent technical help in a variety of environments. Very driven and results-oriented.

Proven track record in handling and maintaining cloud infrastructure, troubleshooting complicated problems, and providing top-notch customer support.

Competent in supporting application firewalls, managing Active Directory, and network administration. Passionate about delivering exceptional customer service and contributing to the company's growth.

Overview

6
6
years of professional experience

Work History

Senior Cloud Infrastructure Engineer

LTIMindtree
Chennai
10.2022 - Current
  • Primary point of contact for hospital staff, managing user access and permissions through Active Directory and Okta.
  • Providing remote technical support for workstations, servers, switches, printers, and pin pads.
  • Managing X-ray routing, outcomes, and offering L1 support.
  • Utilized ServiceNow ticketing platform to create, update ticket SLAs, and route issues to appropriate teams.
  • Liaise with vendors to resolve technical challenges.
  • Providing technical guidance and support to junior engineers regarding troubleshooting issues related to operating systems, networks or hardware/software components.

Engineer - CSR

Movate (Formerly known as CSS Corp)
Chennai
01.2020 - 10.2022
  • Provided 24/7 technical support to global Palo Alto Networks customers regarding Return Merchandise Authorization (RMA) and service logistics.
  • Demonstrated expertise in licensing Firewalls, Panoramas, and Virtual Machines (VM-Series).
  • Troubleshooted the customer issues over the phone, offering remote assistance for licensing concerns.
  • Conducted thorough internet research to identify solutions and effectively communicated findings to clients.

Technical Support Engineer

Alxetree Solutions Pvt Ltd.,
Chennai
04.2019 - 01.2020
  • Delivered 24/7 technical support for SWIFT applications via email and phone communication.
  • Tracked customer issues through SDP ticketing software.
  • Managed user accounts, profile creation, and RMA processes within SAA.
  • Generated reports and handled RMA authorizations/queries based on customer requests.
  • Performed server health checks and implemented regular maintenance activities to ensure optimal system performance.
  • Served as the primary point of contact for technical support related to company solutions and products.
  • Explained technical information clearly to non-technical users to enhance understanding.

Education

Bachelor of Technology - Information Technology

Mahendra Engineering College
Namakkal
04-2018

Skills

  • Incident Management
  • Troubleshooting
  • Technology Support
  • Reporting and documentation
  • Customer Relationship Management
  • Application support
  • Ticket management
  • Customer Success Management

Accomplishments

    Top CSAT - March 2022
    The best performer with 100% response rates in CSAT surveys.

    Hi-Flyer Award - December 2021
    Recognition for exceptional accomplishments in customer service management.

    Star Performer - August 2020
    Highest case closure with top CSAT surveys

Tools & Technologies

Service now 

Outlook

Salesforce - Tableau

Active Directory

Operating System

References

Team lead

Abinivesh.s | abinivesh.s@ltimindtree.com | +91 86108 92277

Timeline

Senior Cloud Infrastructure Engineer

LTIMindtree
10.2022 - Current

Engineer - CSR

Movate (Formerly known as CSS Corp)
01.2020 - 10.2022

Technical Support Engineer

Alxetree Solutions Pvt Ltd.,
04.2019 - 01.2020

Bachelor of Technology - Information Technology

Mahendra Engineering College

Similar Profiles

CREATE PROFILE
Ragul Raju