Summary
Overview
Work History
Education
Skills
Timeline
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Vinod R

Bangalore

Summary

Dynamic Lead Consultant at Wipro, adept in JIRA and ServiceNow, delivering exceptional technical support and fostering strong customer relationships. Expertly managed corporate travel accounts, ensuring timely issue resolution and enhancing service delivery. Proven problem solver with a focus on achieving SLA compliance and driving customer satisfaction through proactive communication and collaboration.

Overview

13
13
years of professional experience

Work History

Lead Consultant

Wipro
03.2023 - Current
  • In my previous role, I provided comprehensive technical support to corporate travel customers, ensuring a seamless booking and configuration process.
  • I managed several corporate travel accounts, handling cases logged via ServiceNow with a focus on initial triage, log analysis, and issue reproduction in production environments.
  • I collaborated closely with engineering and product teams to resolve issues, from creating JIRA tickets to providing regular updates to customers.
  • I also assisted with configuration requests, feature updates, and application demos to ensure customers were aligned with the solutions.
  • Leveraging tools like Splunk, CoreFTP, and other diagnostic applications, I worked diligently to meet SLA timelines and maintain strong customer relationships through ongoing communication and periodic review meetings.
  • Manage and resolve customer cases logged in ServiceNow, adhering to SLA.
  • Conduct initial triage and review of user logs using Splunk to identify root cause.
  • Test and reproduce issues in production environments to validate customer reports.
  • Create and manage JIRA tickets for engineering teams, collaborating on reproducing and resolving issues.
  • Provide timely updates to customers on ticket progress and resolution status.
  • Host monthly meetings with customers to review open tickets and ensure transparency.
  • Address configuration requests, such as adding features or making updates to customer sites.
  • Deliver live demonstrations and walkthroughs for customers to ensure clarity and alignment on updates or changes.
  • Reassign ServiceNow tickets to appropriate teams when necessary and ensure all cases are up-to-date.
  • Maintain proactive communication and foster strong relationships with customers to enhance service delivery.

Senior Configurations & Tech Support Analyst

Deem Software India Pvt Ltd
07.2018 - 03.2023
  • Delivered technical support and navigational guidance for the Deem application.
  • Diagnosed and resolved system issues efficiently.
  • Managed escalations and collaborated with internal teams for quick resolutions.
  • Assisted merchants with account setup, configurations, and transaction dispute resolution.

Process Expert

BCD Travel India Pvt Ltd
03.2012 - 07.2018
  • Handled corporate travel requests, including itineraries, refunds, and reissues.
  • Conducted fare quality checks and resolved ADM issues to prevent revenue loss.
  • Utilized GDS systems (Apollo, Sabre) for ticketing, itinerary building, and queue management.

Education

BCOM -

Madurai Kamaraj University
Madurai
01.2017

Diploma in BTEC (HNC) -

Frank Finn Institute
Bangalore
01.2011

12th Board -

S.N.D.P HSS Higher Secondary School
Kochi
01.2008

10th Board -

Vidyadhiraja Vidhyabhavan
Kochi
01.2005

Skills

  • JIRA
  • Splunk
  • ServiceNow
  • Salesforce
  • Application Support
  • Technical Support
  • Customer Support
  • ETSI

Timeline

Lead Consultant

Wipro
03.2023 - Current

Senior Configurations & Tech Support Analyst

Deem Software India Pvt Ltd
07.2018 - 03.2023

Process Expert

BCD Travel India Pvt Ltd
03.2012 - 07.2018

BCOM -

Madurai Kamaraj University

Diploma in BTEC (HNC) -

Frank Finn Institute

12th Board -

S.N.D.P HSS Higher Secondary School

10th Board -

Vidyadhiraja Vidhyabhavan

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Vinod R