Summary
Overview
Work History
Education
Skills
Personal Information
Disclaimer
Values And Strength
Timeline
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Tarun Suresh

Telecom Engineer, Network Service, IT Specialist, VOIP
Bengaluru

Summary

To build a career to gain knowledge and experience, and smart work gets utilized for a successful completion of given assignment by challenging self to embark the quality of work in daily tasks assigned.

Overview

5
5
years of professional experience
6
6
years of post-secondary education
3
3
Languages

Work History

Member of Technical Staff-1

Mitel Communication
Bengaluru
8 2021 - Current
  • Responsible for providing end to end support to users with product related concerns.
  • Core level troubleshooting on servers such as MCD, Oria, MBGs
  • Involve in work with vendors to enhance resolutions.
  • Role as Tier 1 engineer to work on all Mitel phones such as 5300 series and 6900 series also with DECT Phones.
  • Also engage and work with tier 2 team for quicker resolution of issue.
  • Worked closely with migration team to deploy new users from Mitel cloud to Ring Central database.
  • Delivered quality scores as per targets set by quality team.
  • Work closely with other techs in team to help achieve team targets.
  • Monitored system performance to identify potential issues.
  • Enhanced interfaces to promote better functionality for users.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Maintained authoritative knowledge through continued education and ongoing training.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Developed innovative solutions to complex technical problems, improving overall efficiency and productivity of team.
  • Provided technical support to customers, addressing their concerns promptly while maintaining high levels of satisfaction throughout resolution process

Subject Matter Expert

HGS - Hinduja Global Solutions
Bengaluru
03.2021 - 08.2021
  • Taking care of team in absence of Team Leads Managing queue and assigning designated work to team member and guiding them through it
  • Joining daily status calls with clients and discussing about aged tickets and escalated tickets, also driving them to resolution
  • Managing CMS application in regard to call queue management and approving breaks to technicians
  • Handled level 3-6 escalated tickets
  • Conducted refresher training for techs, based on observance in escalated tickets to individual as well as team wise.
  • During weekend schedule when there is less volume of work have done scrubbing on aged tickets and shared feedback with individuals and analyzed why issue is being handled in delay and provide next course of actions towards resolution.
  • Mentored junior team members, contributing to their professional growth and development.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
  • Applied effective time management techniques to meet tight deadlines

Process Consultant

HGS - Hinduja Global Solutions
Bengaluru
12.2018 - 03.2021
  • Responsible for providing end-to-end support on client related concerns
  • Point of Contact for Escalation Team and being engaged with Onshore Management and Tier 2 Support team and working towards providing efficient resolution in timely manner.
  • Handled Escalations single handedly and made sure clients receive updates and isolated trouble.
  • Handling escalation calls to make sure clients are satisfied and avoid further escalations.
  • Providing floor support and helping teammates, when necessary, on process queries Keeping clients in loop and make them feel that their reported concerns are being prioritized and utilize chance make them trust Service Assurance team again
  • Responsible for creating ticket for client’s concern, analyzing concern
  • Core Level troubleshooting on DS0, DS1 level circuits based on TDM circuits.
  • Also troubleshooting on POTS circuits.
  • Working with local carriers and Underlying Carriers to isolate and troubleshoot.
  • Deliver higher standard of client support in most satisfying manner on every call
  • Delivered quality scores as per targets set by quality department.
  • Work closely with other techs in team to help achieve team targets.
  • Handling Field tech calls to work with them to ensure clients services are restored.

Education

Bachelor of Engineering (ECE) -

Vels University
Chennai
06.2014 - 04.2018

12th -

St. Joseph's MHSS
Chennai
06.2013 - 04.2014

10th -

St. Joseph's MHSS
Chennai
06.2011 - 04.2012

Skills

VLSI Design and Architecture

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Personal Information

  • VLSI Design and Architecture
  • CISCO Switches
  • Expert in 5ESS and DMS switches
  • TDM and Data Circuits overview
  • MCD and MBG servers
  • Hands On experience on all Mitel products such as 53xx and 69xx series phones and DECT Phones
  • Father's Name: Suresh. S
  • Date of Birth: 01/14/1997
  • Nationality: Indian
  • Marital Status: Single

Disclaimer

I hereby declare that the information furnished above is true to the best of my knowledge.

Values And Strength

  • Compassionate towards the team and new members who approach with their process queries
  • Excellent written and verbal communication skills
  • Adapt to diverse working areas and adaptability for change
  • Self-motivated & Open to learning and challenges
  • Leadership skills

Timeline

Subject Matter Expert

HGS - Hinduja Global Solutions
03.2021 - 08.2021

Process Consultant

HGS - Hinduja Global Solutions
12.2018 - 03.2021

Bachelor of Engineering (ECE) -

Vels University
06.2014 - 04.2018

12th -

St. Joseph's MHSS
06.2013 - 04.2014

10th -

St. Joseph's MHSS
06.2011 - 04.2012

Member of Technical Staff-1

Mitel Communication
8 2021 - Current

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Tarun SureshTelecom Engineer, Network Service, IT Specialist, VOIP