Vivekanandan Surendran

• Led cross-functional teams to achieve project goals on time and within budget constraints.
• Spearheaded process improvement initiatives throughout the organization for continuous optimization of operations.
• Mentored junior team members to foster professional growth and enhance team capabilities.
• Enhanced system performance by identifying and resolving technical issues in existing architectures.
• Increased system reliability by conducting thorough testing, debugging, and root cause analysis.
• Drove successful project completion with effective team collaboration and clear communication.
• Demonstrated expertise in various programming languages, contributing to a diverse range of projects.
• Streamlined the integration of disparate systems to improve data flow and end-user experience.
• Implemented security measures to protect sensitive data from potential threats or unauthorized access.
• Facilitated productive brainstorming sessions for innovative solutions to complex technical challenges.
• Championed adoption of agile methodologies for increased adaptability in a rapidly changing industry landscape.
• Collaborated with business analysts to translate functional requirements into actionable technical specifications accurately.
• Optimized software development processes for improved efficiency and reduced timetomarket.
• Established best practices for coding standards, enhancing overall code quality across development teams.
• Reduced operational costs through the implementation of automated processes and tools.
• Delivered robust, scalable solutions by designing and implementing cutting-edge technologies.
• Provided current best practices and third-party solution alternatives when necessary for functional design documentation.
• Improved business productivity for clients by 25% by re-engineering and designing infrastructures.
• Developed network and system architecture according to business needs.
• Collaborated with clients to determine project specifications and scope.

• Leads complex application development and handles complex problems from applications
  Determine the appropriate approach for new software assignments
  Provide high-level maintenance and update of existing applications to improve
  functionality and process flow
  provide solutions to overcome complex problems using the latest technologies
  oversee the maintenance of the technical importance of applications,
  architectures, code, and procedures
  Provide Initial and Ongoing responses to customers as per the defined SLA. •
  Timely acknowledge and resolve incidents properly escalate to the appropriate
  next level of support, development team, and 3rd parties, using the internal
  instructions, procedures, Knowledge Base, and according to accepted SLA
  time. • Resolve software and technical issues for the customers efficiently
  and effectively. • Creating Knowledge articles for unique case resolution and
  similarly frequent cases. Handling data fix requests, Bulk upload requests,
  and Agreement Fixes • TFS raised for Database access, Handling SQL queries,
  Using Tool master for data fixes • Monitoring the application alert to ensure
  no outage. • Proactively monitoring the server and the environment for any
  performance-related issues. • Support the integration of CLM software with
  other systems. • Address technical issues related to CLM software
• Managed multiple projects simultaneously while maintaining strict deadlines and high-quality standards.

• Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
• Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
• Collaborated with outside departments to implement system-wide improvements.
• Increased client retention by building trust through excellent communication skills and timely issue resolution.
• Execute full software development life cycle (SDLC)
  • Develop flowcharts, layouts, and documentation to identify requirements
  and solutions
  • Write well-designed, testable code
  • Produce specifications and determine operational feasibility
  • Integrate software components into a fully functional software system
  • Develop software verification plans and quality assurance procedures
  • Document and maintain software functionality
  • Troubleshoot, debug, and upgrade existing systems
  • Deploy programs and evaluate user feedback
  • Comply with project plans and industry standards
  • Ensure software is updated with the latest features

Additional Duties Follow :
Meeting with the IT manager to discuss system needs.
Designing and installing computer software configurations.
Deploying software and networking systems.
Troubleshooting network and software issues.
Installing high-level software security systems.
Training staff on newly installed software systems.
Fixing hardware, software, and networking issues.
Responding to general IT requests.
Ensuring security software is kept up to date.
Filing monthly reports for the IT Manager.

Achievements/Tasks Troubleshooting a range of Networking devices for North
American Arris End Users i.e Gateway to
Cable Modems Handling Technical calls related to the networking and software
issues about & for the Operating Systems
i.e Mac/Windows Assisting End-users on the 1st degree Up-sales of services for
the Premium & Fee-based Support for all
devices like IoT, Computers, etc Delivering and maintaining TAT, and SLA (Daily
basis) for all the Cx resolutions swiftly using
Sales Force Knowledge Base, SME & external search Assisted
Installations/Activation for the desired Custom Network
environment over Chat/Phone and email Process operations were performed
through the Tools - SalesForce CRM, AVAYA,
FED-EX & Internally accessible Arris tools i.e network simulators etc

• Configured hardware, devices, and software to set up work stations for employees.
• Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.

Delivered 1st Degree/Front-line Technical Support for Symantec/Norton
Life-Lock software
products i.e. Antivirus, Backup & VPN, etc for Operating Systems - Mac/Windows,
Android & IOS mobiles. Installation,
Configuring / Uninstall Symantec Products over Remote management,
Chat/Phone, and email guidance Deployment of
Symantec internal built-in tools to remove basic ransomware, Computer Virus,
etc Understanding, diagnosing and
documenting the customer's requirements, managing expectations, and
providing excellent customer service for
purchase, up-selling other products, renewal & other specific/General queries
Operations were performed by the tools
- Integrated Salesforce CRM & AVAYA, Optimum, Encore & Moxie live ops Was
part of a UHD[Unified Help Desk] Tier one
team - Assisting all complex software, Performance tuning, other basic computer
issues & computer virus-related issues
i.e malware, threats, etc - using Remote management tool - logmein.com

• Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
• Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
• Collaborated with outside departments to implement system-wide improvements.
• Increased client retention by building trust through excellent communication skills and timely issue resolution.
• Responsible for Interacting with clients, other teams, and other business
  partners to make sure that
  all areas of the release are properly managed. Delivered 1st Degree technical
  support to Enterprise applications.
  Organizing Weekly/Monthly calls and status Reports. Tracking Daily issues and
  updating the team on daily issues. ·
  Attending calls with the clients for any updates & clarification on a priority basis.
  · Preparing weekly reports and metrics
  documents monthly. · Worked as a communicator with business Teams and
  Technical Teams regarding to change
  requests and prioritization of all bugs. Managed multiple and concurrent projects
  to make sure about the completion of
  work within the defined scope, budget, and time. Analyzed all the documents that
  are required for the progress of
  releases such as Functional Requirement Specifications, System Requirement
  Specifications, and change requests. · Make
  sure that all the project deliverables are in line with the production system and
  that proper completion along with the change
  control procedures are well followed. · Responsible for various other duties as
  assigned. · Analyzing/Providing the log files
  for troubleshooting issues / Regular checkups of the ERP Server. SLA
  management for all custom projects.
  Executive - Knowledge Support , MNW Pvt ltd , Salem
  October 2011 — January 2011
  Supporting everyday user queries on various hardware/software problems
  Zero-touch installation
  & configuration of software, OS, and others like Adobe, office, antivirus, Linux,
  Windows, printers & modems, etc. along
  with Installing upgrades of Operating Systems and Associated “software. Other
  duties as assigned
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
• Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
• Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
• Communicated with clients to verify roots and causes of computer problems.