Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Timeline
Generic

Vincent Vikram A

Chennai

Summary

A competent professional having rich experience in BPO operations & Service delivery, with domain expertise in Retail, CSR & IT Service management. Technical Support Specialist successful at setting up Routers, Modems, Access Points, Servers, Desktops & Home Networking devices. Highly adept in systems analysis, diagnostics, and troubleshooting and conflict resolution. Exhibits excellent organizational and problem- solving skills. Works well in team environments and displays strong work ethic. Successful in cost reduction $25k per annum by developing automation in alerts system in SWOW & Saved 1FTE benefit.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Team Leader

COGNIZANT TECHNOLOGY
03.2016 - Current
  • Handling high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact
  • Experienced in handling SCCM tool & VM ware / V sphere in accessing remote into Windows Servers
  • Diagnosing the issue raised post upgrade of devices and providing temporary workaround
  • Raising problem to resolve the defect raised post upgrade
  • Compiling data from incidents that had been remedied for careful review and analysis to prevent future events
  • Developing remediation plans for potential incidents ahead of time and make appropriate changes during emergencies
  • Worked closely with Offshore teams to plan, develop, coordinate, and execute technical strategies aligned to client's vision, mission, and purpose
  • Ensuring smooth transition of new process to the offshore delivery team
  • Coordinate with internal projects, including defining scope, managing milestones, and maintaining strong relationships with all stakeholders
  • Involved in Major incident meetings and Post incident reviews and highlighting to the BOC on potential ways to avoid the occurrence in future
  • Oversaw development and implementation of improvements to support and network operations
  • Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery, data protection and endpoint protection
  • IT support analyst in the Retail Domain supporting Woolworths Retails Organizations in Australia and New Zealand IT Software and Network related issues
  • Good understanding of core Windows Infrastructure technologies, Solid troubleshooting mindset – i.e., parsing event logs, Sys-internals tools
  • Experience in Windows 7 and Windows Server 2008 R2 operating systems, including developing and scripting on those platforms
  • Diagnose and resolve issues related to Server, Registers, RF Guns, Routers, ISP, Switches, Access Points, Printers, wireless scales, pin pad, finger scanner and other supermarket IT devices
  • Experienced in using Service Now for remedy management system and ensured that the SLA’s are adhered
  • Contributed to the improvement of Knowledge Base for the team for a speedy resolution
  • Windows and Citrix user accounts in Active Directory, performing account unlock, password reset etc
  • Monitoring and working on various alerts generated from back-up systems (Splunk Monitoring / Virtual server platform and databases)
  • Fetching data from AVAYA CMS Supervisor to bring visibility of all the client parameters towards the Management
  • Installing / Configuring the Avaya agent desktop for new joiners in their systems for making inbound and outbound calls
  • All together I was handling Operations & People management as becoming Team Leader

Onsite Visit

07.2023 - 09.2024
  • Working towards client facing end in supporting escalation metrices, Common cause issues, New transition between existing Woolworths group to Endeavour group limited, Participating in bridge calls & PIR along with support teams to coordinate and expedite the fix & Gaps
  • Worked in BOC (Business operations center) as a incident management handling escalations & Controlling alerts from Splunk
  • Managed the VH, Virtual servers through Vcenter and Windows server administration
  • Worked on P1 major issues, Software & Applications critical issues
  • Handled network issues & Performed FLT on Router’s Switch & Modems
  • Client meeting with support teams to enhance process implementation & New workaround on upgraded IT Devices
  • New process update & KB creation for Offshore to align the project without no gaps called out
  • Access management in SAP BW, PRP &AD
  • SAP, Store Central ordering & Receiving flow end to end monitoring
  • Technical support on fixing / Configuring Lexmark Printers & Zebra RF Devices in Airwatch

Application Engineer, Grade E2

CSS CORP
Chennai
06.2012 - 06.2015
  • Experienced in installing Routers / Modems / Settings Configuration / LAN / WAN Settings / Port forwarding / Wireless settings & setting up home networking devices for user’s located in United states of America & Canada
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem, and selecting best solution to solve problem
  • Provided primary customer support to internal and external customers
  • Assisted in training new employees and participated in cross-training with other departments

Call Center Executive

Nittany Creative Solutions
06.2014 - 03.2015
  • Company Overview: International BPO-US Voice process
  • Worked for Nittany Creative Solutions (International BPO-US Voice process) as a call center executive in Retail-business development team during a period of 1year 9 months
  • International BPO-US Voice process

Education

BE - ECE

Sathybama University
12.2009

XII - Computers

Jaya Hr. Sec School
12.2005

X -

Balaji Hr. Sec school
12.2003

Skills

  • Windows
  • Macintosh
  • Microsoft Office
  • Computer Diagnostics
  • DNS Lookup
  • Training Materials Development
  • VMware
  • Oracle VM
  • Microsoft Certification
  • Virtual Machine Operation
  • Client Management
  • User Support
  • Issue and Resolution Tracking
  • Network infrastructure administration
  • O365
  • Windows Admin
  • Troubleshooting Network Issues
  • Reporting in ServiceNow
  • Service Desk Team Management
  • Remote Technical Support
  • AirWatch
  • Hardware and Software Configuration
  • SCCM
  • Server migration
  • IT Incident Management
  • Customer Service Management
  • Process Excellence & Transition
  • Escalation Management

Certification

  • Automation in alerts (UIPATH Studio)
  • Lean Certified (Bronze Medal)
  • Digital & Analytical Certification
  • Networking: CCNA (Course Completed) at Sans Bound Solutions Private Limited.

Disclaimer

I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.

Timeline

Onsite Visit

07.2023 - 09.2024

Team Leader

COGNIZANT TECHNOLOGY
03.2016 - Current

Call Center Executive

Nittany Creative Solutions
06.2014 - 03.2015

Application Engineer, Grade E2

CSS CORP
06.2012 - 06.2015

BE - ECE

Sathybama University

XII - Computers

Jaya Hr. Sec School

X -

Balaji Hr. Sec school

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