Sriram Parameswaran
Chennai
Summary
Results-driven Senior Technical Lead with 09 years of experience in service desk management, software asset management, and operations management. Proven track record of successfully leading and optimizing technical operations to enhance efficiency, reduce costs, and deliver exceptional user experiences. Adept at building and leading high-performing teams, implementing best practices, and driving process improvements. Customer-oriented, strategic-thinking sales professional with several years of experience in building relationships, cultivating partnerships, retaining top accounts and growing profit channels. Multi-tasking and self-motivated leader with expertise in expanding network connections, persuasively introducing products, implementing pricing models, inventory control and projections, vendor relations, territory development and revealing customer needs to deliver solutions.
Overview
10
10
years of professional experience
Work History
Senior Technical Lead
Excelencia INC
01.2022 - 07.2024
- Collaborated with other departments to ensure integration between different components of the system.
- Defined strategies for continuous improvement initiatives that involved automation of manual processes.
- Trained new hires on company policies, procedures, processes and tools related to software development life cycle.
- Monitored system performance metrics and identified potential areas of improvement.
- Conducted regular meetings with project teams to ensure alignment with business objectives.
- Performed debugging and troubleshooting activities to identify issues in existing systems.
- Gathered feedback from stakeholders to improve product design and development process.
- Managed resources across multiple projects by tracking progress, resolving conflicts, and meeting deadlines.
- Reviewed product designs before release for ensuring compliance with industry standards.
- Provided guidance on coding standards and code reviews to ensure quality of deliverables.
- Identified opportunities for reusing existing code within the organization's products.
- Connected with clients to identify needs and provide helpful solutions.
- Created detailed technical documentation for internal use and external customers.
- Promoted memorable shopping experiences resulting in increased customer retention and loyalty.
Technical Lead
Excelencia INC
01.2021 - 01.2022
- Ensured compliance with established processes, procedures, policies, guidelines, and standards.
- Collaborated with other team members to troubleshoot complex issues and develop solutions.
- Resolved conflicts between stakeholders by proposing creative solutions that balanced competing interests.
- Installed patches and upgrades to maintain application stability and security posture.
- Provided technical guidance on development projects as well as implementation of new technologies.
- Identified opportunities to improve system performance, scalability, and reliability.
- Monitored application health metrics such as error rates, latency, throughput, and took corrective action when necessary.
- Analyzed system performance metrics to identify areas of improvement.
- Created detailed project plans with timelines, deliverables, and resources needed.
- Conducted code reviews to ensure high-quality code was produced that adhered to coding standards.
- Managed multiple tasks within tight deadlines while ensuring quality control throughout the process.
- Developed software for embedded systems, coding solutions for both new installations and in-situ hardware.
- Reviewed project requirements to identify customer expectations and resources needed to meet goals.
- Established clear system performance standards and wrote specifications.
- Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
- Wrote user manuals and other documentation for roll-out in customer training sessions.
Consultant
Excelencia I Tech
Chennai
01.2019 - 01.2021
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
- Scheduled routine maintenance activities for servers and network equipment in order to maintain optimal performance.
- Provided telephone support to staff members who require assistance with their computers or network connections.
- Developed detailed reports on system performance metrics for management review.
- Collaborated with other teams to ensure successful resolution of customer inquiries.
- Provided first-level technical support to customers with IT related issues.
- Maintained accurate records of customer interactions, inquiries, and resolutions in the helpdesk database.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.
- Responded promptly to customer emails regarding any IT related queries.
- Created documentation for frequently asked questions and how-to guides for end users.
- Recommended changes in policies and procedures relating to service desk activities.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Resolved issues on initial call of time using internal knowledge base, troubleshooting skills, experience, and team resources.
Service Desk Analyst I
Doosan Bobcat
Chennai
01.2018 - 01.2019
- Created documentation for frequently asked questions and how-to guides for end users.
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Provided telephone support to staff members who require assistance with their computers or network connections.
- Assisted users with installation of new applications or software updates as needed.
- Recommended changes in policies and procedures relating to service desk activities.
- Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.
- Collaborated with other teams to ensure successful resolution of customer inquiries.
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
Analyst
Tata Consultancy Services
Chennai
01.2013 - 01.2015
- Prepared spreadsheets for review by management personnel using MS Excel software.
- Updated existing spreadsheet records by adding new entries as required.
- Reviewed discrepancies in data received and identified potential issues or errors.
- Analyzed reports to identify any errors in data entry, corrected any incompatibilities if necessary.
- Maintained a high level of confidentiality while handling sensitive information.
- Reviewed all entries made on a daily basis to ensure accuracy of information recorded.
Education
Master’s - Business Operations
Manonmaniam Sundaranar University
01.2015
Bachelor’s - Commerce and Arts
AVS Collage of Arts & Science
Salem01.2013
Skills
- Service Desk Management
- Incident and Problem Resolution
- Team Leadership and Mentorship
- Process Improvement
- Software Asset Management
- License Compliance
- Vendor Management
- Operations Management
- Change Management
- Budgeting and Cost Optimization
- Technical leadership
- Continuous integration
- Performance Optimization
- Stakeholder Management
- Continuous deployment
- Project Leadership
- Customer Relationship Management
- Client Relations
- Account Management
- Customer Service
- Schedule Management
- Training programs
- Operating systems
- Hardware diagnostics
- Software Installation
- Application support
Certificationstrainings
- PMP Basics
- Cherwell Admin
- Service Desk Mastering
- O365 Mastering
Personal Information
Title: Senior Technical Lead | Service Desk | SAM
Awards
- Customer’s Choice for best performance in the year of 2019
- Best Employee of Quarter April’2021
- Employee of The Year 2021
Disclaimer
I hereby declare that the above-mentioned facts and figures are true to the best of my knowledge and belief.
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
Tamil
Native language
English
Upper Intermediate (B2)
B2
Timeline
Senior Technical Lead
Excelencia INC
01.2022 - 07.2024
Technical Lead
Excelencia INC
01.2021 - 01.2022
Consultant
Excelencia I Tech
01.2019 - 01.2021
Service Desk Analyst I
Doosan Bobcat
01.2018 - 01.2019
Analyst
Tata Consultancy Services
01.2013 - 01.2015
Master’s - Business Operations
Manonmaniam Sundaranar University
Bachelor’s - Commerce and Arts
AVS Collage of Arts & Science
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