Summary
Overview
Work History
Education
Skills
Certification
Tool Experience
Timeline
Generic

Sukamanchi Arun Samuel

Hyderabad

Summary

Accomplished Escalation Engineer with a proven track record at Wipro, enhancing operational efficiency and customer satisfaction. Expert in Active Directory and project management, demonstrated through successful audits and SOP development. Excelled in leadership, training teams to achieve excellence in technical support and process optimization. Skilled in AutoCAD and PowerShell scripting, showcasing a blend of technical prowess and strategic planning.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Escalation Engineer / Shift Lead / Knowledge Manager

Wipro
Hyderabad
12.2021 - Current
  • Company Overview: Current Project: Aus Net (Australian Power & Gas Project)
  • Gained experience in auditing, providing feedback, and reporting
  • Prepared and analysed various reports including: Weekly Audit Report, Focused Audit, Compliance Audit, Short Call Report, WSR Report, Ticket Assignment Accuracy Report, Review Data Report, Feedback Tracker, Weekly/Monthly Calibration, Weekly Champs, Process Knowledge Test, BQ Report
  • Handled calls, emails, and chats
  • Created, deleted, and modified User IDs in Active Directory and CTI, as well as in the POS Retail back office
  • Processed onboarding and offboarding of Users in Active Directory for Wipro users to Clients
  • Prepared Daily Backlog Reports for entire operations applications teams and Infra Team
  • Sent scheduled IT maintenance notifications, P1 notifications, and handled bridge calls with Clients during P1 calls
  • Troubleshot Microsoft Teams, Outlook, VPN requests, and MFA issues
  • Installed/uninstalled critical applications such as Cisco, CTI, Keyloop, Smart View in Excel, and OLEDB, and performed basic troubleshooting for third-party applications
  • Possessed basic knowledge in Exchange and PowerShell scripting
  • Demonstrated hands-on expertise in Excel and Office Applications
  • Played a major role in preparing SOPs and the Master Deck
  • Performed Internal Quality audits for Service Desk members
  • Brainstormed and resolved technical conflicts
  • Prepared rosters for Internal Service Desk
  • Created ITSM Dashboard and Daily Reports (Ageing backlog, Infra Backlog, and Ounass Reports)
  • Current Project: Aus Net (Australian Power & Gas Project)

Trainer / Sr. Process Developer

Genpact
Hyderabad
05.2018 - 05.2019
  • Handled calls and provided training for chat support
  • Troubleshot websites in chat support for users
  • Effectively trained three batches for Chat support (Hosting)

Sr. Associate Tech Support

Tech Mahindra
Hyderabad
02.2017 - 05.2018
  • Handled inbound calls and provided troubleshooting for internet-related queries

Planning Engineer

David Consultants
Hyderabad
01.2014 - 12.2016
  • Coordinated construction works in accordance with designs from AutoCAD
  • Hired labor and ensured that completion dates were met without exceeding projections

Website Developer

Zexton IT Solutions
Hyderabad
09.2012 - 11.2014
  • Developed websites for hospitals, sports clubs, and restaurants (U.S
  • Projects)
  • Handled inbound and outbound requests and ensured designs met client specifications

Education

Master in Divinity -

Bharath Bible College
01.2022

B.Tech -

Malla Reddy Engineering College, JNTU-H
01.2012

Intermediate -

Sri Chaitanya Junior Kalasala, BIE
01.2008

SSC -

Bhashyam Public School
01.2006

Skills

  • AutoCAD
  • STAADPro
  • Project Management (PRIMAVERA)
  • Active Directory
  • CTI
  • Retail POS
  • AD DB User Management
  • ServiceNow
  • Optimus Audit Tool
  • Verint Call Listening Tool
  • Microsoft Teams
  • Outlook
  • VPNs
  • Excel
  • Office Applications
  • Basic Exchange
  • PowerShell scripting

Certification

  • ITIL – Wipro
  • Lean Methodologies 101 & 201 – Wipro
  • Six Sigma – Wipro
  • Managed Services (MS201) – Wipro
  • Lean Project (Audited November) – Wipro

Tool Experience

  • AutoCAD
  • STAAD.Pro
  • Project Management (PRIMAVERA)
  • Active Directory
  • CTI
  • Retail POS
  • AD DB User Management
  • ServiceNow
  • Optimus Audit Tool
  • Verint Call Listening Tool
  • Microsoft Teams, Outlook, VPNs
  • Excel and Office Applications
  • Basic Exchange and PowerShell scripting

Timeline

Escalation Engineer / Shift Lead / Knowledge Manager

Wipro
12.2021 - Current

Trainer / Sr. Process Developer

Genpact
05.2018 - 05.2019

Sr. Associate Tech Support

Tech Mahindra
02.2017 - 05.2018

Planning Engineer

David Consultants
01.2014 - 12.2016

Website Developer

Zexton IT Solutions
09.2012 - 11.2014

Master in Divinity -

Bharath Bible College

B.Tech -

Malla Reddy Engineering College, JNTU-H

Intermediate -

Sri Chaitanya Junior Kalasala, BIE

SSC -

Bhashyam Public School

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