Bharath Kumar is seeking a position in application support that allows growth. He has 5+ years of experience in L1/L2 support of applications like SQL Server and REMEDY. Currently he works as a senior engineer at Volvo India providing support for various dealer applications. Previously he worked at Infosys BPO as a reconciliation analyst supporting banking applications. He has a BSc and MBA and manages support cases, coordinates training, and acts as a system responsible for assigned applications.

1. CURRICULUM VITAE
Email: cbk_bharath@yahoo.co.in
Bharath Kumar C Mobile: 9880677521
Objective
Seeking for a good position in Application Support projects, to support all IT needs that offers growth
opportunities and allows me to utilize my key skills and experience.
Work Overview
Having 5+ years of experience on L1/L2 Application support, SQL Server, REMEDY.
 Excellent domain knowledge on supported applications.
 Having Basic experience with SQL Server 2008R2
 Excellent analytical, problem solving, verbal, written communication, leadership capabilities
and presentation skills.
 Prepared the application related training material and provided extensive training to new team
members
 Lead daily huddle and Shift meeting
 Involved in recruiting candidates for new project.
 Interacting with Developers for Bug fixes.
 Dedication to quality and strive for continuous improvement
 Good Team Player and Self Motivated.
Professional Experience
Currently Working as Senior Engineer at Volvo India Pvt Ltd, Bangalore since Sep 2012 till date
Worked as a Senior Reconciliation Analyst in INFOSYS, Bangalore from June 2010 till Sep 2012.
Education Qualifications
Bachelor of Science from NCB Bangalore - 2010.
Executive Master of Business Administration from Mysore University - 2015
PROJECTS HANDLED IN VOLVO IT
Project(1) : DBS ASIA FD support
Tool : REMEDY and Microsoft SQL server 2008.
Client : Volvo
Duration : Sep 2012 to Till Date
Team Size : 16
Role : Senior Engineer
Description: Dealer Business Support (DBS) is an organization within Volvo IT that provides IT support (retail
applications) to the Volvo Group Retail Community - dealers, workshop employees and Volvo personnel in their
everyday work. DBS ASIA Front Desk (DBS Asia FD) is a Support Team that is focused on limited number of
applications mentioned below. This team has a high competence and is specialized in the corresponding systems .
 Customer Management(CM)
 Volvo sales support(VSS)
 Order manager(OM)
 Inquiry Manager(IM)
 IMPACT
 Unified Claim Handling Process(UCHP)

2.  Integrated Dealer Enterprise Application(iDEA)
 Lean Dealer System (LDS)
 Webinfo
Roles and responsibilities:
Case handling
 Actively manage the SR in Remedy.
 Quick response time, i.e. short time in sub status ‘Queued’.
 Quick resolution time
 Diagnose and resolve where possible. Match solutions in Support KB.
 Constructive feedback to the Service Desks
 For cases escalated to 2nd Line Support Team, actively follow up the case and it’s progress
 Create articles in Support KB.
 Provide on Call Support during non-working hrs.
Coordination of the support structure/chain
 Assist with defining the support structure, i.e. identifying corresponding 2nd Line Support Tea ms that can
handle relevant issues.
 Arrange regular Back-Office meetings with concerned 2nd Line Support Team aiming for Information
exchange, updates, news etc.
 Work around and instructions for how to handle/solve issues.
 Instructions for common ways of handling SR’s in REMEDY e.g. : common templates, what Stat. Levels to
use for the different applications
 Ensure that routines, templates etc. are distributed to all concerned support agents.
 Seek and provide information on new applications and new versions within DBS.
 Create templates and other relevant documentation and information.
Coordinate training
 Proactively identify needs for training at DBS sites.
 Assist DBS manager when requesting training.
 Share relevant knowledge within the team.
 Update of training materials.
Additional Responsibility
In addition to the above mentioned responsibilities, the DBS Asia FD team member also acts as a
System Responsible within the team.
The System responsible has the overall responsibility for an application/s within the team. She/he acts
as a SPOC (Specific Point of Contact) on behalf of the team. The System Responsible ensures that high
quality support is maintained for a particular application amongst a group of applications; which is
necessary for achieving business goals.
Project(2) : Rhelp Support
Tool : Remedy and Mainframe
Client : Volvo
Duration : Jan 2015 – July 2015
Team Size : 8
Role : Senior Engineer
Description: RHELP Support is parts logistics team is an organization within Volvo IT that provides IT support
(retail applications) to the Volvo Group Retail Community - dealers, workshop employees and Volvo personnel in
their everyday work.
RHELP Support is a Support Team that is focused on limited number of applications mentioned below. This team
has a high competence and is specialized in the corresponding systems.
 GLOPPS
 Procurement
 POL
 VCS
 INBOUND
 LISA
 IPS

3. Roles and responsibilities
 Actively manage the SR in Remedy.
 Quick response time, i.e. short time in sub status ‘Queued’.
 Quick resolution time
 Diagnose and resolve where possible. Match solutions in Support KB.
 Register & implement LCIR (Low risk Change Implementation Request) for Mainframe.
 Manage installation packages & libraries for Mainframe.
Prior to – Volvo India Pvt Ltd
Company worked for: Infosys BPO Ltd.
Duration: June 2010 – Sep 2012 (2.2 years)
PROJECT HANDLED IN Infosys BPO Ltd.
Project(1) : UBS (Banking Application Support)
Type : L1 Support
Duration : July 2010 to April 2012
Team Size : 25
Role : Reconciliation Analyst
Description: Infosys BPO is Bangalore based BPO service provider and is driven by the highest quality standards
(ISO 9001:2000 Company). Having a world-class infrastructure the company is undertaking various outsourced
jobs in Insurance, Finance, Banking, Technical, and Telecommunications sector.
Roles and Responsibilities:
As a support analyst:
 Working on TLM 2.7 for ‘Trade Reconciliations’ b/w Booking & Settlement Systems.
 Working on Reconciliation tool to resolve the unmatched breaks.
 Instructing Settlements & Trade Support team to amend or book the trades
 Working on ADP application to investigate the missing balance of several Stamford Accounts.
 Working on Showcase application to clear the live breaks.
 Working on Martini application to check the respective positions
 Clearing the outstanding breaks by EOD
 Unmatching of Matched items in TLM
 Handling of Business escalations and queries
 Reviewing TLM users access rights on regular intervals.
 Training and Knowledge dissemination to the new joiners.
PERSONAL PROFILE
Name : Bharath Kumar C
Date of Birth : December 28, 1989.
Address : 32/8/10 , 3rd
Cross , Nanjappa Block , Kempegowda Nagar , Bangalore - 560019
Languages Known : Kannada, English and Hindi.
Nationality : Indian
I, Bharath Kumar C do hereby confirm that the information given above is true to the best of my knowledge.
SIGNATURE: ________________________
(Bharath Kumar C)