RAMKUMAR M

• Handled support tickets in Remedy, categorizing them as Engineering Change Requests (ECR tickets) and Unplanned or Service Outage Activities (UNO tickets).
• Collaborated with Tier 3 and stakeholders for ECR management in lower environments.
• Managed real-time queue monitoring, workforce management, and scheduling to ensure optimal service levels and coverage.
• Published and managed real-time and hourly reports, including queue monitoring and IDO reports.
• Led daily, weekly, and monthly report preparation and presentations to clients, ensuring clear communication of trends, performance, and solutions.
• Coordinated with delivery operations to resolve client-specific RCAs, and facilitated crisis management.
• Managed client ID creation/deletion, and supported onboarding/offboarding processes for new employees, and access management.
• Facilitated the approval process for Production ECRs, adhering to established configuration control procedures.
• Performed routine environment maintenance tasks, including deploying releases, supporting patching, and ensuring system updates.
• Responded promptly to unplanned and emergency activities to minimize service disruptions.
• Monitored and supported 'Lower' environments (Lab, Dev, QA, and Test) for internal use.
• Updated and created support documentation and release notes to maintain a knowledge repository for the team.
• Executed and managed scripts for automated tasks and data processing, resulting in improved system efficiency.
• Conducted regular network health checks to assess stability and performance, identifying areas for improvement, and implementing proactive measures.
• Ensured network uptime and compliance with customer Service Level Agreements by maintaining network platforms.
• Coordinated and participated in discussions with other groups to make critical decisions related to the operational environment.
• Provided 24/7 support for network incidents and emergencies through participation in an on-call rotation schedule.

• Managed and handled incoming tickets related to incidents, changes, and catalog requests in the ServiceNow platform.
• I took ownership of incident, change, and catalog requests, diagnosing, troubleshooting, and resolving complex technical issues in a timely manner.
• Ensured the resolution of incidents, changes, and catalog requests within defined SLAs to meet availability and performance standards.
• Proactively identified areas for process improvement, and collaborated with the team to implement enhancements in incident, change, and catalog management processes.
• Provided support to end users, addressing technical issues, explaining unexpected behaviors, and offering guidance on the ServiceNow software and platform.
• Prioritized and categorized incoming tickets, addressing critical issues with urgency, while maintaining a balanced workload.
• Reduced incident frequency by 30% through comprehensive problem, incident, and change management processes.
• Provided IT service management support by coordinating cross-functional teams for timely issue resolution and implementing preventive measures.
• Specialized in Root Cause Analysis (RCA), reporting, incident management, and access management, with a focus on timely issue resolution and continuous process improvement.
• Administered and maintained Active Directory, ensuring proper management and security of user accounts, groups, and permissions.

Responsibilities: Agile, Jira, and Confluence administration.

• Assisted in configuring and managing the Atlassian toolchain, including workflows, automation, custom fields, schemes, permissions, add-ons, and integrations.
• Collaborated to ensure proper configuration and coordination of Atlassian Access for Jira, Confluence, and Bitbucket.
• Contributed to creating metrics dashboards and reports, providing operational and performance data for development teams and senior leadership.
• Assisted in integrating Atlassian tools with other software using JIRA REST APIs, such as Microsoft Teams, Tempo Timesheets, and automation tools.
• Managed user permissions based on specific team and space requirements, ensuring secure access.
• Developed a strong understanding of Agile frameworks, like SCRUM and Kanban, supporting teams in adopting best practices.
• Supported management of JIRA, Confluence add-ons, plugins, and extensions, enhancing tool functionality.
• Assisted with integrating Bitbucket with other applications, like Jenkins and GitLab, enabling seamless collaboration and automation.
• Helped with IP whitelisting to ensure secure connectivity with Bitbucket in the AWS console.
• Collaborated on JIRA migration between instances, ensuring a smooth transition, and data integrity.

• Worked in a technical customer support environment, administering access management, and providing front-end L1.5 assistance for content creation, publishing, and rendering apps.
• Maintained and administered the Alfresco content repository, organizing and managing e-books, books, website content, and Quad repository assets.
• Demonstrated knowledge of incident ticketing for creating, filtering, and managing user inquiries.
• Created and deleted sites, folders in Alfresco, facilitating content publication, and supporting basic content operations.
• Resolved user issues related to Alfresco at the front end.
• Collaborated with content creators using Cypress for website and e-book design.
• Assisted with content creation, uploading, and publishing in Cypress.
• Addressed and supported issues received from ServiceNow, collaborating with the team to resolve reported problems.
• Performed root cause analysis and general troubleshooting.
• Maintained SLA for complex facilities, providing support to the team as necessary.
• Acted as a member of the testing team for automation.

• Processed Health Insurance Claims on Mainframe Terminals for a U.S.-based Health Insurance Company, including provider and facility charges.
• Authorized final claim values for policyholders, with experience in Medicare, COB, Web Strat Claims, and adjusting claims.
• Performed quality checks of offshore agent outputs.
• Prepared presentations on internal errors and provided training to associates.
• Created and maintained internal quality reports, and client weekly deck reports.
• Maintained monthly audit reports to identify root causes, and improve team performance.
• Part of the automation testing team.
• Tracked SLA for complex facilities, and assisted the team in resolving complex issues.