This document contains a summary of Udaya Kumar S's professional experience and qualifications. It outlines his 7+ years of experience in IT support roles, including currently working as an ICT Technical Lead. It details his technical skills in areas like Active Directory, DNS, and network administration. It also provides information on his educational background of a bachelor's degree in mechanical engineering and diploma in IT management from New Zealand qualifications.

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”