Sujith M. P
Bengaluru
Summary
Offering more than 9 Years of rich experience in Specialization in Product, SME, Implementation and configuration of Client based application, Incident Management, Remote Support, Testing, Troubleshooting & Fixing issues of SQL based Client & Server Side Software Applications following ITIL process. Targeting a Role of Implementation/SME/Product ownership Assignments, with an organization of repute.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Product Support Specialist
Eurofins IT Solutions India PVT. Limited
Bangalore
2018.09 - Current
- Domain expertise in LIMS (Laboratory Information Management System) with Eurofins
- Dedicated SME and SPOC of LIMS Endpoints application (Message queue client based application)
- Implementation and configuration of client based application with a proper handshake
- Expertise in managing incidents effectively in order to meet the SLAs
- Monitoring batches by the end of the day and making sure all the milestones are complete as agreed by the Service level
- Undertaking incident management by fixing production issues and occurrence of sudden mal-situations and accordingly developing new documentation on the same
- Ensuring meeting of SLA Compliance during production process
- Examining and identifying the reasons of job failures; coordinating with Risk Analysts and Software architect's to ensure the issue fixed on-time
- Provided support to onsite support to global business
- Leading documentation using Best practices, Support processes and Escalation Protocols; performing tasks related to designing and quality development in tracing inefficient applications in the system
- Ensuring the operational environments according to defined service levels and availability of the applications which are recorded and measured by daily checks and health monitoring
- Tracking the frequent occurring incidents and identifying the root cause or escalation with the development team and following till the resolution
- Supervising the process operations and ensuring meeting of quality parameters; managing timely migration of code changes as per Clients requirements
- Planning, organizing and controlling daily operations along with implementing, operating and leading technology solutions in a complex environment.
Testing/ERP Implementation Analysts
AXIND
Gurgaon
2014.08 - 2018.04
- Performed the role of Implementation Analyst; leading the Implementation Phase @ AXIND
- AXIND is a leading domain specific solutions company offering platforms and solutions to the Fashion and Lifestyle industries as well as being domain specialists, count over 125 man-years of experience in our team
- Accomplishments: Holds the distinction in Developing Automated Research Management Reports via Excel Automation and VBA Macros
- Installing and Configuring IIS 5.0, 6.0, 7.0
- Creating Websites and Virtual Directory
- Hosting Websites in Production Server for public usage
- Deployed ASP.NET applications on IIS
- Configuring SSL on Website
- Creating FTP Account for users to upload their content
- Implementation of Automated windows service for scheduling automatic generation & distribution of reports
- Development and Implementation of Knowledge Base ensuring smooth Incident handling
- Setting up Client-side Database during implementation of the pilot version of the application
- Conducting Online and Offline Demo sessions on new functionalities
- Providing ONSITE Support for Software Major-Version upgrades and for User Training during Implementation phase
- Instrumental in conducting review of new joiners during training, involving development of Review Questionnaire
- Implementation of Client Management Alerts based on custom criteria
- Promptly resolved development related issues by working in close coordination with R&D
- Holds the distinction of maintaining the highest level of customer satisfaction across all types of measures like resolutions, aptness of response, time taken in resolving issue, root cause analysis, etc
- Reduced customer complaints by 40% through implementation of following measures: 1) Introducing the concept of weekly calls with the client side SPOC
- 2) Developing a Reporting Structure explaining the amount of issues and segregating them on the basis of priority
- 3) Undertaking reviews with agents on issues to point out and work on their weak points
- 4) Conceptualized & introduced the Idea of using simulation videos for tutorial instead of manuals
- These Application Tutorial Videos are now an integral part of the application reducing client's queries related to usability of the product.
Education
Computer Science And Programming
Dhanalakshmi College of Engineering And Technology
Coimbatore01.2012
Kendriya Vidyalaya Kanjikode
Palakkad01.2008
Board of Secondary School Examinations -
Kendriya Vidyalaya Kanjikode
Palakkad01.2006
Skills
- Skilled in deployment & release of critical applications for high profile clients with accountability of requirement analysis, architectural design, technical design, preparing/reviewing estimation, holding technical discussion, Implementation, defect fixing & tracking, maintenance, and application enhancement.
- A Dedicated SME and SPOC of the client based application.
- Completed the ITIL version 3 and 4.
- Strong exposure in independently troubleshooting & resolving technology problems and addressing customer complaints & usage problems within set SLA; expertise in providing routine & non-routine support, and/or training to a broad range of end-users/clients.
- Proficient in maintaining key relationships with stakeholders and maintaining the best customer experience.
- A forward-thinking person with strong incident management, analytical & problem solving skills.
- Skilled in undertaking maintenance and production operations thereby enhancing the Support to the projects
- Windows Server, SQL Server (Installation and Configuration) and server management.
- Good knowledge of IIS Administration, monitoring and Implementation of .net Application through IIS.
- Good basic understanding of C+, C# and Unix Programming languages
- MS Office: PowerPoint, MS Word/Excel Automation, VBA Macros, MS Visio.
- Understanding of Incident/Change/Bug Management tools Like JIRA, Sales force, OTRS.
- Knowledge of ITIL Process.
- Understanding of web technologies (Xml/Rixml), Dot net Framework.
- Knowledge of configuration and uploading Web Content via FTP (Command/Third Party Tool).
- Understanding of Remote Support Tools like VNC, WebEx, AmmyAdmin, Team Viewer etc.
- Web & App Servers: Microsoft IIS 6.0, 7.0,10.0
- Operating Systems: Windows XP, Windows server 2008, 2012, 2014
- Tools and Utilities: MS-Office, JIRA, Salesforce,OTRS
- Database Technologies: SQL
- Web Technologies
- Escalation management
- CRM Software
- Application support
- Incident Management
- SLA management
- Technical Documentation
- Project Coordination
- Technical Troubleshooting
- Continuous Improvement
- Application installations
- Issue and Resolution Tracking
- Error Detection
- MySQL
- Problem-solving abilities
- Team building
- Interpersonal Skills
- System Performance Assessments
- Adaptability and Flexibility
- Tracking and Documentation
- Analytical Skills
Certification
- C, C++, JAVA.
- MS SQL Developer
- Microsoft SQL server DBA
- AWS-Associate Solution Architect
- ITIL V4 Completion
Accomplishments
- Star Performer Award in 2019 for handling MQ application migration for more than 36 Clients/Countries
- Multiple Spot awards for proactive bug identification in production
- Multiple Peer awards for the
supportive hands for the peers.
Languages
English
First Language
Malayalam
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Tamil
Upper Intermediate (B2)
B2
PERSONAL DETAILS
- Date of Birth: 13thJune 1990.
- Father’s Name: M. K Parameswaran (Late).
- Mother’s Name: P. N Subhadra.
- Marital Status: Single.
- Languages Known: English, Tamil, Malayalam, and Hindi.
- Hobbies: Listening to music, Cricket, Meditation, Mobile Games etc.
Timeline
Product Support Specialist
Eurofins IT Solutions India PVT. Limited
2018.09 - Current
Testing/ERP Implementation Analysts
AXIND
2014.08 - 2018.04
Computer Science And Programming
Dhanalakshmi College of Engineering And Technology
Kendriya Vidyalaya Kanjikode
Board of Secondary School Examinations -
Kendriya Vidyalaya Kanjikode
- C, C++, JAVA.
- MS SQL Developer
- Microsoft SQL server DBA
- AWS-Associate Solution Architect
- ITIL V4 Completion
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