This document contains the curriculum vitae of Allwin Arun Kumar. It includes his personal details, educational qualifications, work experience, roles and responsibilities in previous jobs, skills and a declaration statement. His work experience includes roles as Major Incident Manager at IBM, Duty Manager at Microsoft, Windows Specialist and Incident Manager at J P Morgan Chase & Co, Senior Technical Support Engineer at Sutherland Global Services, and Technical Support Executive at Sitel India between 2008-2016. His roles involved managing incident tickets, coordinating with teams on critical incident resolution, communicating with customers, and continuously improving processes. He has a B.Com degree from DG Vaishnav College in Chennai and has skills in

1. Allwin Arun Kumar
No.6, 8th main 9th cross,Hoysal Nagar,
T.C Palya,Bangalore -560015
E-mail: alwinisking@gmail.com
Mobile: 8892335424
To be a part of the organization that values enthusiasm, professionalism, commitment
to perform, and offers opportunities for growth and learning, thus providing
conductive environment wherein I can contribute optimally.
IBM
Major Incident Manager
From July 2016 to November 2016
Project: Major Incident Management for client (ATT)
Roles and Responsibilities:
 Real time and continuous follow-up with global teams for critical incident
resolution.
 Manage and coordinate activities during overall ticket life cycle.
 Point of contact for all Major Incidents
 Responsible for the effective implementation of the process "Incident
Management" and carries out the respective reporting procedure.
 Represent the first stage of escalation for Incidents.
 Responsible for communicating with the Incident Process Owner
 Bridge calls for effective coordination, incident resolution.
 To lead the team as one coherent unit and deliver as per agreements
 Interact with Customer’s top level management as and when required.
 Identify, initiate, schedule and conduct incident reviews
 Establish continuous process improvement cycles where the process
performance, activities, roles and responsibilities, policies, procedures and
supporting technology is reviewed and enhanced where applicable.
 Setup RCA meetings for problem management team.
Objective
Curriculum Vitae
Experience

2. MICROSOFT
Duty Manager
From August 2013 to April 2016
Project: Incident Management and Team co-ordination
Roles and Responsibilities:
 Real time and continuous follow-up with global teams for critical incident
resolution.
 Manage and coordinate activities during overall ticket life cycle.
 Ensure that the incident record is fully updated prior to Problem Management
handover
 Responsible for sending all Incident notifications as per the agreed process
 Bridge calls for effective coordination, incident resolution.
 Continuously follow-up with support team for relevant notification updates per
SLA, and drive resolution
 Contribution to ongoing process & operational improvements
 Accountable for objectives where goals and operational processes are defined
 Continuous and daily interaction with subordinates and peer groups
 Seeking the cooperation of others concerning specific projects or deadlines
 To lead the team as one coherent unit and deliver as per agreements
 Management reporting
 To delegate within the team so as to utilize man power efficiently
 To ensure that the team members get necessary trainings for new features and
new nodes
 Interact with Customer’s top level management as and when required.
J P MORGAN CHASE & CO
Windows Specialist and Incident Manager
From May 2011 to June 2013
Project: iSpace-Firm wide migration to windows7
Roles and Responsibilities:
 Managing and coordinating ticket life cycle
 Organising incidents as per their severity/priority
 Managing service level agreement
 Coordinating with other teams till the ticket resolution
 Joining bridge calls to effectively manage incident
 Setting expectations on the resolution of a ticket
 Analysing problems in a ticket life cycle
 Providing Route cause analysis for a SLA breach

3.  Providing solutions on problem caused due to SLA breach
 Configure the VPN in all the laptop users with RSA tokens
 Troubleshooting for all applications migration issues
 Setup the Microsoft SharePoint and configure the access
 Install and configure the Microsoft Application virtualization pack on all
client systems
 Configure the Avaya &Cisco soft phones on user system
Sutherland Global Services
Senior Technical support Engineer
From Sep 2009 to May 2011
Project: Providing Technical assistance for Client Microsoft.
Roles and Responsibilities:
 Upgrading the operating system from vista to windows 7
 Troubleshoot all Microsoft office applications like excel, word and PowerPoint
 XP mode configuration in windows 7
 Installation of windows 7 supported all types of installation
 Troubleshoot any operating system error
 Provide antivirus and antimalware support
 Provide networking support to Microsoft customers
 Provide network and sharing center assistance
 Provide small office network setup up to 10 computers and 3 printers for
Microsoft user
 Installing and Troubleshooting of Windows 98, Windows 2000, Windows XP ,
Windows vista, windows 7 Operating system.
 Removing virus and other threats
 Configuring wireless and other networks
 Installing all supported software in any Microsoft operating system
 Technical assistance for internet explorer version 6-9 for any issue
 Setting up proxy if required
 Configure unbootable operating system to a bootable one
 Remote support for all types of operating system issues
 Provide assistance for backup and restore
 Remote support for configuring outlook and maintaining outlook via msn
account
 Configure all windows 7 supported games if the game does not work

4. SITEL India
Technical support executive
From May 2008 to Sep 2009
Project: Bell Internet (technical assistance for bell internet clients)
Roles and Responsibilities:
 Supportall internet related issues
 Configure wireless routers remotely
 Configure network and sharing between computers
 Configure and supportall devices to the network (eg. IPhone, windows phone)
 Networking Support for gaming consoles like PS3 , Xbox 360 and etc
 Help Bell ISP Clients with the basic knowledge of computers
 Configure clients vault to save data on a dedicated server
 Configure clients email accounts and maintenance
 Provide antivirus and antimalware support
 Configure home networking for printers and scanners
 Provide supportfor dial up user’s
 Configure dialup connection with a inbuilt dialup modem or an external dialup
modem
 Provide technical supportfor all applications provided by Bell Internet
 Quality check for modems and replace if the modem is not working
 Taking quick and firm decisions to replace the internet line
 Configure proxy if its needed
 Configure and maintain DNS addresses if its required
 Provide and supportantivirus software provided by Bell Internet

5. Institution
Name
Course Stream Year of
Completion
Percentage
Wisdom
Matriculation
school
10th std NA 2003 61%
Gopalapuram
boy’s higher
secondaryschool
12th std Commerce 2005 92%
D.G Vaishnav
College Chennai B.com Commerce 2008 62%
 Been SchoolPupil leader for Gopalapuram boys higher secondaryschool
 Participated in many sports including cricket, volleyball, 100meters, long jump
and etc.
 Listening to music ,cooking and online shopping
 Playing volley ball and cricket
Educational Qualification
ExtracurricularActivities
Hobbies and interest

6. Name : Allwin Arun Kumar .E
Father’s Name : J.D. Edward Raja
Date of Birth : 07-04-1987
Place of Birth : Chennai
Sex : Male
Marital Status : Single
Religion : Christian
Nationality : Indian
Permanent Address : No. 6 8th main 9thcross,hoysalnagar
T.C palyaBangalore -560016
Languages Known : English and Tamil
I hereby declare that the information furnished above is true to the best of my knowledge.
Place: Bangalore Allwin Arun Kumar .E
Date:
Personal Profile:
Declaration