V R Arun Kumar
Chennai
Summary
5+ Years of experience in Technical Lead and overall, 13+ years of experience in the IT and Service desk seeking to work in a professional, innovative, challenging and friendly environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Team Lead
Tata Consultancy Services
Chennai
08.2022 - Current
- Handling a team of 10 members and guided them in Incident management, Change management and Problem Management.
- Handling User administration for working on Access Management through Active Directory
- Resolving the permission issues through Active Directory
- Designed and implemented robust IT infrastructure solutions, including application upgrade, server deployment, virtualization strategies, and cloud integration.
- Developed and maintained strategic partnerships with vendors and service providers, negotiating contracts and ensuring service level agreements (SLAs) were met.
- Conducted performance monitoring and optimization activities to improve system efficiency and reduce costs
- Responded to support tickets and inquiries, ensuring high levels of customer satisfaction.
- Worked with the clients directly to upgrade the application.
Senior Associate
Cognizant Technology Solutions
Chennai
07.2015 - 07.2022
- Provided exceptional application support to end-users, ensuring timely resolution of issues and minimal disruption to operations
- Acted as a primary point of contact for critical incidents, managing escalations and coordinating with stakeholders to minimize impact
- Assisted in onboarding new team members by providing training and guidance on application support processes and tools
- Implemented rigorous security protocols and disaster recovery plans, ensuring data integrity and compliance with industry regulations
- Implemented ITIL best practices to streamline processes such as incident management, change control, and service desk operations.
- Conducted training sessions and knowledge-sharing workshops to empower team members and stakeholders with the latest IT infrastructure trends and best practices.
Product Support Analyst
Symantec
Chennai
03.2012 - 06.2015
- Assisted customers in troubleshooting and resolving technical issues related to Symantec software products, ensuring timely resolution and customer satisfaction
- Provided in-depth product knowledge and guidance to customers, assisting them with installations, configurations, and product usage
- Responded to customer inquiries via phone, email, and chat, consistently meeting or exceeding response time and quality metrics
- Documented customer interactions, technical solutions, and troubleshooting steps in the ticketing system, ensuring accurate and comprehensive records
- Collaborated with cross-functional teams, including development and quality assurance, to escalate and resolve complex technical issues
- Actively contributed to the improvement of customer support processes and knowledge base by identifying common issues and suggesting proactive solutions
- Participated in training programs to enhance technical knowledge and stay up-to-date with Symantec's product offerings and updates.
Consultant
Sutherland, Amazon
Chennai
09.2010 - 02.2012
- Responded promptly and professionally to customer inquiries via phone, email, and chat, ensuring a high level of customer satisfaction
- Assisted customers in navigating Amazon's website, providing information on product availability, pricing, and delivery options
- Resolved customer issues and concerns, including order tracking, product returns, refunds, and billing inquiries
- Handled a high volume of incoming calls while maintaining quality and productivity metrics
- Collaborated with cross-functional teams, including logistics, inventory management, and product development, to address customer concerns and provide timely resolutions
- Identified and escalated critical customer issues to appropriate teams for immediate resolution.
Skills
Monitoring Tools
- Splunk
- Sitescope
- Dynatrace
Ticketing Tool
- ServiceNOW
- ASCENT (Cherwell)
Operating Systems
- Windows
- Linux
- Vmware
Domain Knowledge
- Change Management
- Incident Management
Certification
- AWS Certification in Solution Architect.
Timeline
Team Lead
Tata Consultancy Services
08.2022 - Current
Senior Associate
Cognizant Technology Solutions
07.2015 - 07.2022
Product Support Analyst
Symantec
03.2012 - 06.2015
Consultant
Sutherland, Amazon
09.2010 - 02.2012
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