1. Udaya Kumar S
udaya.kmr.er@gmail.com
Mobile: +64-022-3188 911
Skype Id: udaya.kmr.er1
Visa Status: NZ Permanent Residency
*Can relocate and willing to travel extensively*
Personal Statement
Very ambitious and strong team player with 7+ years of total IT support and service delivery experience, Worked as a
Technical Support and currently working as ICT Technical Lead for Remark IT Solution
Client’s: Net gear, Dell, Gen-I, Fuji Xerox, Leading Edge and most of the Government agencies - Inland
Revenue NZ, Ministry of Justice NZ, Ministry of Education NZ, Department of Labor, Department of Stat
and NZ Post.
Profile Summary
 Very enthusiastic and energetic professional. Highly influential and proven people leader with strong business
acumen and attention to details with dedication and commitment.
 Strong team player with sound technical knowledge and clear communicator with the ability to articulate and
interact with all stakeholders at all levels across verticals
 Provided 1st Level Support – competent Tier2 and 3 level resolution attempt for all incidents / requests or
changes.
Technical Skillset
 Administering & designing LANs, WANs internet/intranet, and voice networks.
 Active Directory , DNS, Group Policy and Exchange 2010 experience
 Maintaining pre-packaged software applications on the LAN.
 Proven track record solving IP network issues in timely and cost efficient manner while maintaining client Service
Level Agreements up-time
 Customer service skills – in person, on phone, email, web or chat
o Tracks trends and developments that will affect organization’s ability to meet current and future customer
requirements.
o Works with clients to adapt services, products or solutions to meet their needs.
 Communication skills
o Communicates strategically to achieve specific objectives considering such aspects as the optimal
message to present, timing and forum of communication.
o Communicates complex issues clearly and credibly with widely varied audiences.
 Analytical/Logical Thinking
o Thinks several steps ahead in deciding on best course of action, anticipating likely outcomes.
o Develops and recommends policy framework based on analysis of emerging trends.
o Gathers information from many sources, including experts, in order to completely understand a
problem/situation.

2. Udaya Kumar S
udaya.kmr.er@gmail.com
Mobile: +64-022-3188 911
Skype Id: udaya.kmr.er1
Visa Status: NZ Permanent Residency
*Can relocate and willing to travel extensively*
Professional Experience
 2013 – 2016, IT Technical Lead – Remark IT Solution Ltd..,
 Enterprise Technical Assistance Center global operations support and service delivery
 Program Management of multiple products lines and projects
 Worked closely with the IT Helpdesk and Service desk and ensured 99% availability of resource.
 Engage Problem Managers with repetitive issues, Liaise with Service delivery team, Technical delivery & Team
leaders/Mangers on service improvement or customer experience by adding value to the Support team.
 Employee Engagement; Client Engagement; Vendor Management and Customer Relationship Management
 Responsible for leading the development, establishment, provisioning, fielding and sustainment of systems.
 Lead Systems Engineer Support Teams in ensuring successful Program Management of multiple products lines
and projects.
 Report, establish and address program risk, issues; build an Integrated Master Schedule.
 2012 – 2013, Deployment technician – Remark IT Solution –
 Installing and configuring computer hardware, software, systems, networks, printers and scanners
 Migrated more than 5000 machines for various clients.
 Managed corporate Active Directory domain structure, domain controllers, disabled accounts, Group Policy,
DNS and Exchange experience
 Perform hardware, network, software and printer support for business computers
 Office 365, Share Point, Outlook installation and troubleshooting
 Supported daily monitoring and reporting of the user data protection and backups.
 Testing and Certification of new features and patches of software, hardware functionality.
 2009 – 2012, Tech Support – Creators Infotech,
 Providing First level resolution for all LANs, WANs internet/intranet, and VOIP devices with in SLA. If not
resolved Escalate to other resolver groups though appropriate channels
 Investigate and diagnose, using all available tools and knowledge to ensure a competent 1st level resolution or
workaround attempt
 Review root cause of the issue, document solution provided and engage resolver groups to take preventive
steps for further happening
 Maintaining pre-packaged Cisco IP applications on the LAN

3. Udaya Kumar S
udaya.kmr.er@gmail.com
Mobile: +64-022-3188 911
Skype Id: udaya.kmr.er1
Visa Status: NZ Permanent Residency
*Can relocate and willing to travel extensively*
 Writing up accurate technical documentation, assign tasks within team to bring down incidents queues by
following up with end users/resolvers groups
 Monitor, analyses and report on service quality provided to the client, taking corrective action where required
 Ensure maintained visibility to RCA (Root Cause Analysis) process; all new incidents with significant client
impact duly recorded and managed through CIPs
 Analyze data for anticipating trends within the client environment, providing value and to reduce significant
client risk
 Demonstrate appropriate level of understanding for incident, problem and change whilst maintaining up-to-
date knowledge on products and applications relevant to the client
Achievements
 Was awarded the Best Performer in March 2009, October 20011, December 2013 and June 2014 respectively in all
the stages of my professional career.
 Exposed to the leadership roles from the beginning of junior level sports/Athletics competitions till the graduation
and proved to be an able Leader in maintaining High Team Spirit, Team Building and Coordination among the
team.
Educational Qualifications
 Bachelor’s Degree - Graduated in Mechanical Engineering, India in 2008
 Diploma - Information Technology & IT Management – NZQA Level 7
Cornell Institute of Business and Technology, Auckland, New Zealand 2013
 ITIL v3 2013 foundation professional at Cornell.
References:
“References available upon request”