Professional SummaryAn IT Specialist of 7 years’ experience with extensivesubject matter expertise in IT Services Management (ITSM) and ITIL,methods, processes, strategic technology infrastructure planningand developing cost effective solutions to meet customer businessrequirements.Propelled by a constant drive to make improvements, have a record of success andcreative experience that can help transform business goals into measurable actions,translate objectives into initiatives, and ideas into savings, all while buildingteamwork and bringing out the best in people.Solutions-focused professional with 4+ years’ experience providing rapid and clientfocused technical support to users. Demonstrated capacity to identify root causesand direct users to lasting resolutions. Outstanding interpersonal strengthsillustrated by multiple service awards.
Words that define meSpontaneous, free-minded, social proficient, creative, flexible, involved, humorous,passionate, autodidact, team player, loyal, adventurous, obliging, helpful,enthusiastic, optimistic, genuine, curious and outspoken.I consider it important to find companionship, affection, and freedom in my work.My strength lies in ‘doing’ things. I work purposeful, enjoy working with peopleand want to reach for tangible results. I like to get involved in a process andaccomplish plans and therefore, use information from others as well as onmy own analytical capacity.In my work, I am someone who puts the emphasis on concrete experiences andhas a great imaginative power. Herein is my drive, my ingenuity and fantasythat I use to view different touchable situations from several perspectivesand to show relative context between numbers of perceptions.For me humor, fun and recreation are key ingredients for a comfortable workenvironment. I believe in the fact that people work better if they work in acomfortable and challenging environment.
Things I would like to do again:explore insights, seek truths, spark creativity, leadinitiatives, cultivate brands, strengthen companies,build teams, encourage others, challenge myself.
Things I would NOT want to do: work without meaning, meet about meetings, monotonous tasks
Areas of StrengthTECHNICAL:• IT Service Management / SLM • Enterprise Architecture• Managed Services Delivery • Infrastructure Methodology• NT and Thin Client / Server • Technology / Infrastructure Assessment,• DC / Server Consolidation Planning, and Implementation• Creating Technical documents and Knowledge Base articlesBUSINESS:• Strategic Business Planning • Continual Service Improvement• Strategic Initiatives • Staff Development / Mentoring• Project Management • Relationships, Innovation, Results• Disaster / Business Continuity Planning
IT Quality Analyst, Global Service Desk of Brightpoint Inc.
Aspire Systems Sipcot IT Park, CHIT Specialist – IMS Oct 2009– Apr 2012Delivered IT Services Management (ITSM) solutions based on ITIL best practices thatfocused on the people, process, and technology, and information perspectives ofproviding business solutions within the IT infrastructure.Key responsibilities:• Played a pivotal role in implementing ITIL Framework to deliver IT Helpdesk Services for Brightpoint Inc.• Assisted with Enterprise Infrastructure Management handling Incidents, Problem tickets, Service Requests and Change Requests.• Conducted Quality Assessments of Tier 1 / Tier 2 Global Service Desk team members’ performances and imparted Training on the Process & ITSM procedures as required.• Overseen the development and dissemination of knowledge based, usage guides and FAQ lists for Customers (Internal). Supported the development and deployment of quality systems and methodology for Continual Service Improvement.• Was responsible for developing, implementing, maintaining and communicating to IT staff in areas of quality and compliance as required.
Sutherland Global Services Guindy, CHLevel 2 IT Consultant Mar 2008– May 2009Extensive experience in Enterprise Management, handling Level 2 Escalation calls witha proven track record of resolving critical issues, assisting Employees of VerizonTelecommunications LLC, U.S, for over a period of 14 months.Key responsibilities:• Was responsible for real time monitoring, extensive troubleshooting, Circuit and router testing and fault isolation of remote networks, private voice and data communication networks, video teleconferencing, satellite transmission and hardware equipment.• Provided Technical Support through Email / Chat / Phone, for addressing issues with Windows based Operating systems [ Windows 7 / Vista / XP ]• Assisted with the Installation and troubleshooting software applications for standard Windows / Office environments, Outlook / Exchange, most Adobe software packages, Lotus Notes, IBM Sametime, Cisco / SecureClient VPN, Citrix, PKI/Entrust, JDE, EnterpriseOne, Reimaging and software deployment via Altiris / Marimba etc.,• Trained analysts in COE applications and contract-specific security procedures to follow, to have Network accounts activated / Troubleshooting of Blackberry issues.
Technical Support Executive [ Voice ], Linksys
Cybernet SlashSupport Pvt. Ltd Alwarpet, CHTechnical Support Engineer Jun 2005– Mar 2008Provided Technical Support to US / LATAM based customers, assisting them with installing/ configuring / troubleshooting SOHO Networking Products of Linksys [ a subsidiary ofCisco Systems Inc.Key responsibilities:• Responsible for identifying, researching, and resolving technical problems related to Networking Products like 802.11 b/g/n Wireless Routers, Accesspoints, Switches, Range Extenders, desktop computers, printers, radio frequency (RF) devices.• Beta Testing of Firmware, Updates / driver software prior to Public release, that would help resolve several known / recurring fixes.• Constant involvement in research on emerging products, services, protocols, and standards in support of IT Support technology efforts.• Created a positive relationship with the customers and ensured the interaction the customer had with IT was an efficient and satisfying experience.
SKILLS:• Could develop and maintain strong, positive business relationships with key internal clients to clearly understand their business processes, and the development / articulation of short and long term business objectives.• Could perform in a Shift lead capacity as needed.• Experienced in working individually or with a team with minimal or no supervision.• Developed good interpersonal customer service skills and team-building skills through volunteering.• Ability to communicate effectively across all levels of the organization, both written and verbal.• Versatile and able to adapt within a pressured environment, with patience and stress tolerance.• Dedication and drive as a hard working professional.• Dynamic, self-motivated and forward-thinking.• Highly ambitious, with a keen eye to detail.• Deadline driven approach towards projects.• Flexibility to meet changing needs during projects.• Proven track record of developing & providing SLAs and IT Support deliverables.
ACHIEVEMENTS:• Was presented “ Role Star “ award for efforts to improvise workforce tasks to streamline Brightpoint’s Global Service Desk Operations• Winner of Skyblazers’ Silver award, for the role in making Brightpoint Global Service Desk project register outstanding performance for the year 2010-11• Winner of “ Bravo Rookie “ award for outstanding performance as an IT Consultant for Verizon Helpdesk Services.• Promoted to Linksys Tier 2 Support Group by Gautam Walia, CTO of Linksys, in recognition of the efforts / performance over a span of 18 months with 97% CSAT scoresEDUCATION:B.Sc Computer Science, University of Madras, 2005Advanced Diploma in IT [ GNIIT ], NIIT, 2003Certified in .NET Technologies [ Visual Basic / Visual C#.NET ]
References1. Mr. Nidhin Jacob, Service Desk Lead Brightpoint Inc. United Arab Emirates2. Mr. Sunil Arokiasamy, Service Desk Analyst Brightpoint Inc. United Arab Emirates3. Mr. Ayyasamy Kasirajan, Senior Engineer, Aspire Systems4. Mr. Sriram Sukumar, QA Engineer, Aspire Systems5. Mr. Williams Immanuel, Project Manager, 3i Infotech India Limitedshriraj firstname.lastname@example.orgL15, City Police Quarters www.facebook.com/shriraj.tT Nagar, CH 17 978-980-4300