SRIKANTH BHALAJI
Pune
Summary
Meticulous Systems Engineer, maintaining highly functional digital systems for uninterrupted workflows and consistent productivity. Oversees routine maintenance checks and software update schedules to reduce network downtime and likelihood of security compromises. Loves collaborating with customers and teammates to develop and implement creative technical solutions to challenging problems.
Overview
8
8
years of professional experience
Work History
Systems Engineer
ZENSAR TECHNOLOGIES
09.2021 - Current
- Monitoring the criticality of production servers which includes Microsoft servers, SQL Database Servers, and Mongo DB servers
- Network switches, Firewalls and Esentire Security threats.
- Negotiated with vendors, outsourcers and contractors to secure contracts and set SLAs.
- Streamlined troubleshooting processes by creating comprehensive documentation to guide support teams.
- Analyzed system requirements, developing tailored solutions that met or exceeded client expectations.
- Designed high availability strategies to minimize downtime during critical systems outages or disasters recovery scenarios.
- Maintained up-to-date knowledge of emerging technologies, incorporating innovative solutions into existing systems when appropriate.
- Monitored system health using various performance metrics, quickly addressing any potential bottlenecks or resource limitations.
- Documented system configuration, mapping and processes.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
Customer Care Specialist
TECH MAHINDRA
06.2019 - 09.2021
- Supporting the team by attending escalation calls of Vodafone users of New Zealand.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Streamlined processes for quicker response times, resulting in improved customer experiences.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Retained at-risk customers by identifying their needs and offering tailored solutions, resulting in reduced churn rates.
- Assisted in the development of internal training materials to improve overall team knowledge and performance.
- Troubleshooting network issues including local and roaming customers.
- Placing orders for new SIM cards and Broadband routers including Mesh devices and Mobile Phones.
- Technical assistance such as Broadband Provisioning, SIM card activation for newly registered and existing customers.
- Analyzing line and cable faults and creating reports to the higher technical agents for further troubleshooting.
- Assisting team members on escalation calls to resolve more complex issues on their cellular bills and technical aspects.
- Providing necessary follow-ups if the resolution takes a much longer time.
- Allocating on-site technicians for customers who face network problems and installing broadband service if required.
Customer Care Associate
SUTHERLAND GLOBAL SERVICES
07.2015 - 07.2016
- Providing customer care for retail users of Amazon (UK) such as delivery of orders placed, placing replacements and processing refunds when required through Amazon Chat service.
- Collaborated with cross-functional teams to identify areas of improvement in the customer experience journey.
- Reduced response time for customer inquiries by implementing new ticketing systems and processes.
- Consistently maintained a high level of professionalism while interacting with customers across diverse industries and backgrounds.
- Balanced multiple priorities simultaneously, ensuring timely completion of tasks without compromising quality standards.
- Attending the incoming chat requests from customers of Amazon UK retail market using Amazon Customer Central.
- Troubleshooting the whereabouts of the orders placed by customers across the country.
- Placing necessary replacements and processing refunds when required if there's any mishap/no information about the whereabouts of the orders placed by customers.
- Creating tickets for more escalated and complicated issues with necessary follow-ups kept and resolved on-time.
Education
BACHELOR OF TECHNOLOGY (B TECH) - INFORMATION TECHNOLOGY -
Dr MGR Educational & Research Institute University (Deemed)
Skills
- Root Cause Analysis
- Infrastructure Development
- Technical Analysis
- Helpdesk Operations
- Firewalls
- Client Service and Support
- Troubleshooting
- Microsoft Exchange
- Cloud Services
- Technical Support
- System Troubleshooting
- Technical Documentation
- Team Collaboration
Office Email
srikanth.bhalaji@zensar.com
Hobbies and Interests
- Photography (www.lensonomy.com, www.instagram.com/lensonomy)
- Screenplay Writing and Acting
Photography
Passionate portrait and street photographer with 11 years of expertise in handling the professional DSLRs and Lenses. Worked with various models and companies that require their projects to be completed within given time frame.
Timeline
Systems Engineer
ZENSAR TECHNOLOGIES
09.2021 - Current
Customer Care Specialist
TECH MAHINDRA
06.2019 - 09.2021
Customer Care Associate
SUTHERLAND GLOBAL SERVICES
07.2015 - 07.2016
BACHELOR OF TECHNOLOGY (B TECH) - INFORMATION TECHNOLOGY -
Dr MGR Educational & Research Institute University (Deemed)
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