SUBRAMANYAM MUTHUKURU
Bangalore
Summary
Performance-driven professional with over 6 years of experience in aviation logistics and operations management. Managed teams of 1,300+ personnel at Transguard Group, ensuring operational efficiency and regulatory compliance at major airports. Demonstrated expertise in leading cross-functional teams and optimizing resource allocation to enhance service delivery. Strong technical IT skills complement hands-on aviation experience, resulting in safe and efficient operations.
Overview
8
8
years of professional experience
Work History
Analyst
COFORGE SOLUTIONS PVT LTD
Bengaluru
11.2023 - Current
- Delivered Level 1 IT support for PC, laptop, software, and network issues via calls, email, and chat.
- Troubleshot and resolved Outlook, VPN, Wi-Fi, LAN, and Active Directory issues efficiently.
- Managed end-to-end ticket lifecycle in ServiceNow, ensuring logging, tracking, escalation, and resolution within SLA.
- Supported software installations, email configurations, and system updates to enhance user operations.
- Ensured adherence to SLA/KPI standards to provide high-quality customer experiences through proactive follow-ups.
- Facilitated training sessions for new analysts on data management tools.
Service Desk Analyst
ZONES CORPORATE SOLUTIONS PVT LTD
03.2022 - 11.2023
- Resolved hardware, software, and connectivity issues for global user base through first-line IT support.
- Assisted in training new staff on service desk protocols and tools.
- Collaborated with teams to improve service desk processes and user experience.
- Maintained accurate records of service requests in ticketing systems.
- Achieved high satisfaction scores by delivering five-star customer service and efficient troubleshooting.
- Conducted proactive follow-ups to confirm resolutions and facilitate ticket closures.
- Consistently met KPI benchmarks for average handling time, resolution time, and after-call work.
- Collaborated with team members and escalated complex cases to higher support tiers effectively.
- Supported users across USA, Europe, and Asia, ensuring uninterrupted 24/7 service continuity.
Operations Coordinator
TRANSGUARD GROUP LLC
01.2018 - 01.2022
- Progressed through multiple roles, culminating as Operations Coordinator managing aviation and logistics operations across AUH, DXB, and DWC airports.
- Directed and supported a workforce of 1,300+ staff, including supervisors, team leaders, and cargo handlers, ensuring efficient manpower deployment and compliance with client requirements.
- Oversaw full employee lifecycle including onboarding, rostering, training, welfare, absenteeism control, and performance tracking.
- Ensured strict compliance with airport safety protocols, SOPs, and regulatory requirements, including Toolbox Talks (TBTs) and on-site audits.
- Coordinated with HR, recruitment, and resource allocation teams to meet fluctuating client headcount requirements.
- Supervised cargo and ramp operations, including import/export cargo handling, ULD build-up/breakdown, and management of DGR, perishables, and valuable cargo.
- Served as primary escalation point for on-ground issues, incident reporting, and client liaison to maintain service excellence.
- Recognized for operational efficiency, safety compliance, and leadership in a high-pressure aviation environment.
- Coordinated daily operations to streamline workflows and enhance productivity.
- Managed scheduling and logistics for staff assignments and project timelines.
- Collaborated with teams to implement process improvements and best practices.
- Facilitated communication between departments to ensure operational alignment.
- Assisted in preparing reports and documentation for operational reviews.
- Supported compliance with safety regulations and company policies consistently.
Education
MBA - Information Technology
Suresh Gyan Vihar University
JaipurB.Com - Computer Applications
Dr. M.G.R University
ChennaiIntermediate -
Bhavana Junior College
ProddaturSSC -
Chaitanya Public High School
VempalliSkills
- IT service desk support
- Active Directory
- Critical thinking
- Problem solving
- Incident management
- ServiceNow ticketing
- Active directory management
- Email configuration
- VPN and LAN troubleshooting
- Software installation
- User account management
- SLA adherence
- Remote technical support
- Windows OS support
- Global user support
- Microsoft Office proficiency
- Networking expertise
- Rostering software knowledge
- Database management skills
- High accountability
- Calm under pressure
- Continuous improvement mindset
- Service excellence focus
- Team leadership
Professional Training And Certification
- Emirates Aviation College: Dangerous Goods Handling (DGR), Cargo Special Load & Ramp Handling (CSH)
- Dnata Certification: Ramp Safety Induction, Aviation Security Awareness, Dangerous Goods (Cat-8)
- Fundamentals of Offloading/Loading, Cargo Product Knowledge & Documentation (CPKD)
Languages
- English – Fluent
- Telugu – Fluent
- Hindi – Fluent
Hobbies and Interests
- Traveling
- Reading
- Music
Personal Information
- Date of Birth: 07/18/96
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that the information stated above is true to the best of my knowledge and belief.
Timeline
Analyst
COFORGE SOLUTIONS PVT LTD
11.2023 - Current
Service Desk Analyst
ZONES CORPORATE SOLUTIONS PVT LTD
03.2022 - 11.2023
Operations Coordinator
TRANSGUARD GROUP LLC
01.2018 - 01.2022
MBA - Information Technology
Suresh Gyan Vihar University
B.Com - Computer Applications
Dr. M.G.R University
Intermediate -
Bhavana Junior College
SSC -
Chaitanya Public High School