Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

SURIYAKANTH S

Chennai

Summary

Flexible and focused team player with expertise in customer relationship management, strategic planning and time management. Considered highly knowledgeable in information technology, systems and program management. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.

Overview

13
13
years of professional experience

Work History

Senior Onboarding Specialist

Freshworks
Chennai
06.2022 - 11.2024
  • Developed solutions for identified problems.
  • Efficient in mastering new concepts swiftly.
  • Utilized analytical skills to create viable solutions for complex issues.
  • Adapted rapidly to innovative technology.
  • Excelled in managing tasks under tight deadlines.
  • Made informed decisions after thorough assessment.
  • Enhanced team performance through supportive measures.
  • Displayed a consistent willingness to assist in various tasks.
  • Strengthened coordination techniques while contributing to team assignments.

Partner Integration Engineer (Business Analyst)

ADP India Private Limited
07.2020 - 06.2022
  • Collecting requirements from various internal teams and external partners globally who do payroll processing for ADP clients using ADP Celergo
  • Once the requirement is gathered, review the project to determine scope and prepare a final draft with actions and key deliverables
  • Liaise with Internal and External Stakeholders on the final draft and scope
  • Collaboration with various teams (Configuration, Implementation and Deployment) to have the deployment ready within the allocated time
  • Creating a deployment plan, based on the inputs provided by the ‘Business readiness' team
  • Conduct end-to-end review and demo the new product functionalities and all changes that are deployed as a part of that release
  • Provide post-deployment support for queries related to product functionalities
  • Conduct Demo and training for clients and partners
  • Create and execute transition plans to support teams post the training and demos

Senior Application Developer

ADP India Private Limited
11.2019 - 07.2020
  • Gathering requirements from Managed Services team for ADP's Safegate product
  • Negotiate with partners in order to eliminate the unsupported tasks and create a finalized scope
  • Based on the agreed scope, I am responsible for building new workflows, updating existing workflows and making UI changes if necessary
  • I was also assigned a task of building the complex workflow such as Appraisal review or a company car allowances, which consists of various approval stages, rollbacks, delivering multiple reports and emails based on the scope
  • Test new builds for vulnerabilities, functions and accessibility
  • Creating JIRA cases to track all enhancement requests
  • Creating release notes and implementation setup guide for all certified releases
  • Hands on experience in writing testing scenarios and to implement testing scenarios in real time using Selenium

Senior Software Support Analyst

Kripya Software Solutions
05.2018 - 11.2019
  • Handling Server alerts through Nagios Monitoring System
  • Incident Management
  • Handling Migration and Upgrade for the clients on PLM software
  • Planning and managing the failsafe environment for Migration
  • Respond to incidents raised on CRM tools such as Siebel and in-house tool Support.net along with handling escalated issues
  • Prioritizing P1, P2 and P3 to ensure deadlines are met
  • Understanding of product framework and table structures to analyze the Root cause (RCA) for the issue and to provide fix on the same
  • Creating knowledge base articles based on distinct issues handled, identify bugs and raise enhancement requests to R&D
  • I was also overseeing the RCA's and the solutions provided by the other support members in the team to ensure it is a problem driven approach

Product Support Specialist

ADP India Private Limited
12.2015 - 04.2018
  • Handled Tier 3 queries of HRSM from HR and Payroll experts
  • Manage Incident and Change Management flows
  • Respond to incidents raised on CRM tools such as Siebel and in-house tool Support.net along with handling escalated issues
  • Prioritizing P1, P2 and P3 to ensure deadlines are met
  • Understanding of product framework and table structures to analyze the Root cause for the issue and to provide fix on the same
  • Creating knowledge base articles based on distinct issues handled, identify bugs and raise enhancement requests to R&D
  • Knowledgeable in building/ amending custom modules created for HR functionalities
  • The work involves providing speedy resolutions for the query raised by the clients
  • Responsible for identifying any design flaws after the deployment, if so, push it to the Implementation team or Consultancy team in order to test and fix the issue at the earliest
  • Writing simple SQL scripts, which are used to provide fix for the data issues that occur within the product

Technical Support Agent & Subject Matter Expert

Sutherland Global Service
Chennai
12.2011 - 11.2015
  • Constant monitoring of performance through scores, call audits and repetitive feedback and follow up to help the agents understand their performance and learn the process
  • Additional responsibilities of mentoring senior associates to ensure their scores are intact thereby pushing them for the next level
  • Providing technical assistants to the agents, updating the agents on current technical issues of Bell Canada ISP
  • Handling the team in the absence of Team Leader
  • Handled multiple nesting batches being an SME with 0% absenteeism for 2 batches
  • Several batches met CBR targets during nesting
  • Handled escalation calls from Level 1 associates
  • Ticket scrubs to identify incorrect escalations and provide feedback to Level 1 agents
  • CLM Callback & Escalation Queue
  • Weekly client meetings to calibrate Level 2 ticket processing procedures

Education

B.B.A - Computer Application

Tamil Nadu Open University

Skills

  • Cross-functional coordination
  • Retention management
  • Time management abilities
  • Training and Development
  • Team building
  • Reliability
  • Problem-solving aptitude
  • Multitasking Abilities
  • Problem-solving abilities
  • Professionalism
  • Adaptability

Accomplishments

Retained a client whose ARR is $150K by providing them a custom solution for developing a bot for their business use case.

Timeline

Senior Onboarding Specialist

Freshworks
06.2022 - 11.2024

Partner Integration Engineer (Business Analyst)

ADP India Private Limited
07.2020 - 06.2022

Senior Application Developer

ADP India Private Limited
11.2019 - 07.2020

Senior Software Support Analyst

Kripya Software Solutions
05.2018 - 11.2019

Product Support Specialist

ADP India Private Limited
12.2015 - 04.2018

Technical Support Agent & Subject Matter Expert

Sutherland Global Service
12.2011 - 11.2015

B.B.A - Computer Application

Tamil Nadu Open University

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