Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sriram Kumar

Lead Engineer
Chennai

Summary

Dynamic Onboarding Manager with a strong background in Project Management, VM ware backups, and ERP systems. Proficient in management, technical support, networking, CRM, implementation, and onboarding processes. Holds a Bachelor's degree in Business Administration from Bharathiar University. Known for streamlining onboarding procedures to improve efficiency and boost employee satisfaction. Skilled in building relationships and delivering comprehensive support for successful onboarding experiences.

Overview

14
14
years of professional experience
2
2
Languages

Work History

Senior Technical Support Engineer

Infrascale India Pvt Ltd
Chennai
10.2024 - Current
  • Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
  • Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
  • Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
  • Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
  • Improved overall system stability by conducting thorough root cause analysis on recurring issues and implementing corrective actions.
  • Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
  • Developed and implemented training materials for new hires, resulting in faster onboarding and increased productivity.
  • Enhanced team efficiency by creating and maintaining comprehensive documentation of support procedures and best practices.
  • Proactively identified trends in technical issues, implementing preventative measures to reduce future occurrences.
  • Contributed to product development by providing valuable feedback from customers and identifying opportunities for improvement.
  • Performed root cause analysis of reported issues to enact corrections.
  • Installed, configured and maintained computer systems and network connections.

Lead Engineer

Transact Campus
Chennai
12.2022 - 06.2024
  • As a Lead Engineer I am responsible for the deployment, configuration, Implementation and support of the software interfaces between Transact Payments software and client ERP systems, as well as technical support and configuration of several related products in the software suite. Closely work with our deployment teams and Implementation team as a technical expert and may function as a liaison to the engineering and support teams. Team Responsibilities include:
  • Installing, troubleshooting, and maintaining Enterprise Resource Planning (ERP) interface software connecting Payment Suite product to our clients' systems, which reside on a diverse and growing set of ERP platforms, including Ellucian products, PeopleSoft, and Oracle
  • Scheduling and Initiating Pre-Sales demo as per client request
  • Heling the client on Go Live & On boarding process and will hand over the same to the Support team upon successful completion of the project.
  • Performing advanced troubleshooting and debugging of the payment services product, interfaces and client systems setup.
  • Providing technical expertise to resolve client issues by working closely with other engineering teams and deployment staff.
  • Working directly with ERP and third-party vendors and consultants to support, troubleshoot and extend our product line.
  • Designing and implement electronic billing templates in coordination with the Deployment and Support teams.
  • Assisting in the creation of xml templates for display of real time information to students.
  • Functioning as a subject matter expert in the Transact Payments product suite and interface packages.
  • Performing UAT on new interface or product enhancements/fixes as assigned
  • Assisting in the creation and updating documentation relating to the product suite and interface packages as needed for both internal and external use.
  • Providing technical expertise as needed in pre-deployment and deployment tasks such as attending deployment scheduling, technical overview, and project calls. Occasionally may need to attend salescalls to provide technical expertise for the sales support team.

Lead - Technical Support Specialist

ADP
Chennai
06.2022 - 12.2022
  • Key Responsibilities:
  • Involved in platform & product development activities to review roadmap and accommodate critical defects/enhancements.
  • Maintain SLA/SLO for various ticket types for both clients and Internal escalation/movements.
  • Incident and Service Requests management for all Production clients using Atlassian products likeJIRA, Confluence, Service Desk.
  • Work with Client Success & Implementation for seamless client transitioning and Onboarding post successful migration and implementation.
  • Review incoming tickets to identify pattern for potential issues and act upon proactively.
  • Initiate WARROOM/SWARM sessions for Sev0/Critical Incidents and engage all required teams todrive resolution.
  • Act as Escalation POC for client and internal stake holders.
  • Conduct Weekly/Monthly calls with high profile/escalated clients to identify and fix product/process pain points and turn them into referenceable clients.
  • Conduct Quarterly reviews both individually and for the team.# Mentoring and guiding the team on best practices.
  • Create, reviewing and maintaining knowledge articles on Confluence.
  • Implemented monitoring tools that allowed for early detection of system issues, minimizing downtime for customers.
  • Coordinated regular team meetings to review metrics, share best practices, and discuss ongoing initiatives or challenges.
  • Increased first-call resolution rates by continually updating internal documentation with relevant troubleshooting steps.

Senior Consultant

Infrascale India Pvt Ltd
Chennai
10.2018 - 06.2022
  • Communicate with customers to identify their buying needs and goals, developed various sales collaterals, and worked on presales technical presentations/demos.
  • Closed sales, processed payments, and worked on the development and implementation of new procedures which streamlined the whole onboarding process and made it more efficient.
  • Worked closely with strategic partners and configured the products based on the customer requirements while also training them on the product.
  • Train customers and their teams on the day-to-day use and administration of the product Document the onboarding steps for future reference and to transition to other teams as needed Participating in client meetings and Technical collaboration meetings
  • Create and update knowledge base articles.
  • Manage customer account details and refunds with Salesforce.
  • Train Infrascale resellers on new and existing products and features.
  • Collaborate with the product and engineering departments and recommend product improvements.

Senior Solutions Engineer

Superior Innovative Technologies Pvt. Ltd.
Chennai
05.2015 - 10.2018
  • Planning, documentation, analysis, and business requirements. Analyzing the client requirements and coordinating with the Clients and Development Team.
  • Schedule product demos with the prospects and arrange frequent training sessions.
  • Onboard new customers and help them with best practices. Delight customers using critical thinking and complex problem-solving skills.
  • Train customers and their teams on the day-to-day use and administration of the product Document the onboarding steps for future reference and to transition to other teams as needed.

Consultant

SUTHERLAND GLOBAL SERVICES UK LTD
Chennai
12.2011 - 11.2014
  • Worked as a consultant for an ISP process named BELL CANADA, largest ISP in Canada Assisting customers in setting up their internet for their business.
  • Helping customers over the phone to set up their network and configuring modem & routers Helping customers in setting up their business email and configuring by remote support session Placing new orders for customers and explaining about the product and features.
  • Billing queries, re-routing calls to the right department upon customers request Communicating with the client to get updates on timely basis and update the team about it Helping the team to maintain the scores to meet the target on daily basis.
  • Monitoring Queue upon managers request, to maintain service level Up-selling product and helping customers to the get the best service.

Education

Bachelor of Business & Bachelor of Arts - Accounting

Bharathiar University
India
01.2007 - 01.2010

Higher Secondary - Computer Science

Baynes Baptist Church Matriculation Higher Secondary School
Chennai India
01.1999 - 01.2001

Secondary School Leaving Certificate - Computer Science

B.S Matriculation Higher Secondary School
Chennai India
01.1999 -

Skills

Presales

Leadership

Relationship Management

Project Management

VM (Operating System)

Customer Relationship Management

Business Administration

Integration

Team Management

Microsoft Excel

Resource Planning

Technical Support

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Timeline

Senior Technical Support Engineer

Infrascale India Pvt Ltd
10.2024 - Current

Lead Engineer

Transact Campus
12.2022 - 06.2024

Lead - Technical Support Specialist

ADP
06.2022 - 12.2022

Senior Consultant

Infrascale India Pvt Ltd
10.2018 - 06.2022

Senior Solutions Engineer

Superior Innovative Technologies Pvt. Ltd.
05.2015 - 10.2018

Consultant

SUTHERLAND GLOBAL SERVICES UK LTD
12.2011 - 11.2014

Bachelor of Business & Bachelor of Arts - Accounting

Bharathiar University
01.2007 - 01.2010

Higher Secondary - Computer Science

Baynes Baptist Church Matriculation Higher Secondary School
01.1999 - 01.2001

Secondary School Leaving Certificate - Computer Science

B.S Matriculation Higher Secondary School
01.1999 -

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Sriram KumarLead Engineer