Summary
Overview
Work History
Education
Skills
Timeline
Generic

Santhosh Kumar

Auckland

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Multi-tasking Team Leader well-known for executing successful, new [Type] initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

9
9
years of professional experience

Work History

IT Support Team Leader - APAC

Kaseya New Zealand
08.2017 - Current
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Communicated with clients to verify roots and causes of computer problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Used [Software] to create and updated tracking documents.
  • Deployed software and hardware updates and patches to increase speed and performance.
  • Patched software and installed new versions to eliminate security problems and protect data.

Level 3 IT Support Engineer

Kaseya New Zealand
05.2016 - 07.2017
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Maintained response times to support business continuity.

Level 2 IT Support Engineer

Kaseya New Zealand
05.2015 - 07.2016
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Maintained response times to support business continuity.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Communicated with stakeholders to share critical technical information and deliver project updates.
  • Researched new tactics to better hone responses and shorten remediation times.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Performed root cause analysis of reported issues to enact corrections.
  • Gathered trend data from customer calls and interactions.
  • Updated and maintained current customer support database.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Tested new software and hardware prior to deployment.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Offered assistance in implementing and developing training programs.
  • Assisted in development of system security protocols.
  • Developed and implemented preventive maintenance procedures.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Generated reports to track performance and analyze trends.
  • Configured and tested new software and hardware.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Monitored system performance to identify potential issues.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Designed tailored engineering solutions for customers based upon key requirements.
  • Traveled with sales engineers on customer site visits to respond to specific technical questions.
  • Contributed to whitepapers, blogs and videos for marketing, sales and training.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.
  • Served as primary point of contact for support relating to owned solutions and products.

Education

Graduate Diploma Information Technology - Level 7 - Information Technology

Auckland Institute of Studies
New Zealand
01.2010

Bachelor of Science - Computer Science Engineering

Anna University
India
06.2007

Skills

  • Quality Improvement
  • Work Planning
  • Complaint Resolution
  • Overtime Management
  • Team Supervision
  • Client Service
  • Attention to Detail
  • Leading Team Meetings
  • Performance Improvement
  • Issue Resolution
  • Teamwork and Collaboration
  • SMART Goals
  • Technical Support
  • Coaching and Mentoring
  • Complex Problem-Solving
  • Performance Evaluations
  • Key Performance Indicators
  • Team Check-Ins
  • Conflict Resolution
  • Service Level Agreements
  • Work Planning and Prioritization
  • Daily Workflow Improvement
  • Goal Setting
  • Feedback Delivery

Timeline

IT Support Team Leader - APAC

Kaseya New Zealand
08.2017 - Current

Level 3 IT Support Engineer

Kaseya New Zealand
05.2016 - 07.2017

Level 2 IT Support Engineer

Kaseya New Zealand
05.2015 - 07.2016

Graduate Diploma Information Technology - Level 7 - Information Technology

Auckland Institute of Studies

Bachelor of Science - Computer Science Engineering

Anna University

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Santhosh Kumar