Suresh Kumar B
Trichy
Summary
Dynamic Senior System Engineer with extensive experience at CGI Information Systems, specializing in AWS cloud integration and infrastructure optimization. Proven track record in automating deployment processes and enhancing customer satisfaction through effective communication and technical troubleshooting. Adept at mentoring teams and driving compliance, ensuring high-quality service delivery.
Overview
18
18
years of professional experience
Work History
Senior System Engineer (DevOps)
CGI Information Systems & Management Consultants Pvt Ltd
Chennai
05.2021 - Current
- Design solutions for monitoring, and deployment automation while continually enhancing DevOps tools, processes, and procedures
- Maintain up-time and quick turnaround of deployment through development and optimization of infrastructure, server, deployment strategies
- Automate deployment of applications, system configurations, and security settings in AWS cloud-based environment while implementing integrations, updates, and fixes
- Improve customer experience by building, deploying, web services on virtual infrastructure, swiftly investigating and resolving technical issues.
Senior System Engineer (End User Computing)
CGI Information Systems & Management Consultants Pvt Ltd
Chennai
11.2019 - 04.2021
- Technically analyzes, specifies, documents, implements, maintains, and troubleshoots EUC services. They also manage the product life cycle of incidents and requests.
- Provides maintenance and support services for applications and operating systems. They also gather diagnostic information, troubleshoot, analyze problems, and resolve them. Responsible for planning, recording, auditing, and maintaining asset information. Implement the service asset management policy and standards.
- Develops standard configuration and documentation.
- Develops installation and configuration procedures.
- Implements system configuration changes, as requested.
- Develops maintenance procedures.
- Trains user support specialist and service desk technicians in operation and issue resolution.
- Provides installation and troubleshooting backup to user support specialists and service desk technicians.
- Responds failures and works with service providers to resolve discrepancies.
- Acts as the interface to technology providers providing software, tools, and services.
- Manages desktop/mobile/peripheral software environment including: Software inventory, Software license compliance.
- Manages system access, security, and spam/anti-virus controls: Configure and manage security/software updates.
- Monitors desktop/mobile/peripheral device performance and supports system engineers in expanding and tuning operating platforms to meet CRS needs.
Senior System Engineer
CGI Information Systems & Management Consultants Pvt Ltd
Chennai
11.2015 - 10.2019
- Mentor the junior members and Handle escalations.
- Work as a QA, Audit the Tickets and provide feedback to the members. Make maintain the compliance rate as per the expectation.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Uploaded new software, rolled out updates.
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
Technical support engineer
Tata Consultancy Services Limited
Chennai
02.2014 - 03.2015
- Engaged end users and answered questions via email, phone, website live chat and in forums.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Uploaded new software, rolled out updates.
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
Process executive
Infosys
Bengaluru
07.2013 - 01.2014
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Investigated basic issues and escalated more complicated concerns.
Senior Associate
Wipro Limited
Bengaluru
03.2010 - 06.2012
- Promptly addressed concerns, complaints and inquiries to meet customer satisfaction.
- Assigned tasks, reviewed performance and devised improvement plans or corrections.
- Developed junior team members and cultivated collaborative culture.
- Produced documentation, status reports and presentations.
- Supported exchange of feedback and communication between management and associates.
Building enrollment processor
Tikona digital network
Chennai
07.2009 - 03.2010
- Worked with customers to understand requirements and provide exceptional service.
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from Product, protecting company reputation and loyal client base.
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
Customer Support Associate
Firstsource Solutions Limited
Tiruchirappalli
11.2007 - 07.2008
- Answered calls addressing customer inquiries, solving problems and providing product information.
- Provided basic technical support for clients on wide range of company products.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Adhered to quality and time-sensitive call center metrics when answering inbound phone and chat correspondence from platform sellers.
- Resolved issues over phone with customer daily.
Education
Bachelor - Computer Engineering
SACET
Tiruchirappalli, Tamil Nadu04.2007
Skills
- Git
- Github
- Jenkins
- Docker
- Maven
- Ansible
- AWS
- Windows
- Linux
- Ubuntu
- Aix
- BMC Remedy
- Infrastructure optimization
- Technical troubleshooting
- Incident management
- System configuration management
- AWS cloud integration
- Effective communication
Disclaimer
I hereby declare that all the particulars given above are true to the best of my knowledge and belief and I assure you that I will do my best if I have an opportunity in your esteemed organization.
Languages
English
Proficient (C2)
C2
Tamil
Native
Native
Timeline
Senior System Engineer (DevOps)
CGI Information Systems & Management Consultants Pvt Ltd
05.2021 - Current
Senior System Engineer (End User Computing)
CGI Information Systems & Management Consultants Pvt Ltd
11.2019 - 04.2021
Senior System Engineer
CGI Information Systems & Management Consultants Pvt Ltd
11.2015 - 10.2019
Technical support engineer
Tata Consultancy Services Limited
02.2014 - 03.2015
Process executive
Infosys
07.2013 - 01.2014
Senior Associate
Wipro Limited
03.2010 - 06.2012
Building enrollment processor
Tikona digital network
07.2009 - 03.2010
Customer Support Associate
Firstsource Solutions Limited
11.2007 - 07.2008
Bachelor - Computer Engineering
SACET