Vimalraj N is seeking a challenging position that allows him to fully utilize his abilities and continuously grow and develop. He has over 10 years of experience in technical support roles for companies in various industries. He is currently a Senior Engineer providing application support at Servion Global Solutions for their client ClickFox. Prior to this, he has worked for companies including CSS Corp, Sutherland Global Services, and Infosys BPO providing technical support, project management, and customer service. He has experience in technologies including Linux, Tomcat, PostgreSQL, Greenplum, Hadoop, Cisco components, and VOIP.

1. Vimalraj N
E4, MF Sanskriti Apt, AGS Colony 5th
St,
Pallikaranai, E-mail: prince87.mailbox@gmail.com
Chennai-600100, TN Mobile: 09940661240
To work in challenging environment that will allow full utilization of my abilities and where I will have the
opportunity for continuous growth and development.
 Excellent professional communication skills
 Superior attention to detail, calm under pressure, proactive and confident
 Outstanding ability to develop and maintain constructive and cooperative working relationships with
individuals at all levels of the organization
 Servion Global Solution Mar 2012 - date
Senior Engineer – Application Support
Client: ClickFox, Denver-Colorado U.S.
Project title: Application Support
Technical environment: Linux, Tomcat, Postgresql, Greenplum
Tools Used: Customer Experience Analytics (CEA), Putty, Salesforce
Duration: Aug 12 – Till date
Description: ClickFox is the only company in the marketplace offering a comprehensive cross channel solution
capable of easily aggregating data from all customer touch points and from other limited analytics sources, such as
speech analytics, web analytics, quality monitoring, agent scoring, and workforce optimization. By transcending a
limited single channel view, ClickFox’s Customer Experience Analytics (CEA) solution uniquely enables enterprises to
understand the "total customer experience" across all customer interaction channels - to connect the dots and make
sense of the complex choices of customer interactions that drive revenues, loyalty, and defections.
Contribution/achievement:
• Managing team of 6 members.
• Handling status call with client on daily basis.
• Assisting Team Manager during the appraisal ratings by conducting internal 1 to 1 meetings and
gauging the performance of the individuals
• Assisting the team in troubleshooting technical issues in data ingestion.
• Providing maintenance support for the CEA application by analyzing the logs
• Fetching and modifying any tables if required by executing simple queries in DB.
• Helping peers in understanding the requirements provided by the clients.
• Facilitating the timely resolution of customer issues.
• Communicating to the clients through calls and emails.
• Officially got trained on Hadoop Ecosystem from Cloudera
Objective
Qualifications Summary
Professional Experience

2. Client: Calabrio, Minnesota, U.S.
Project title: Cisco TAC Support
Technical environment: Cisco Components
Tools Used: CAD (Cisco Agent Desktop), Salesforce
Duration: May 12 – Jul 12
Description: Calabrio is a leading provider of contact center workforce optimization software. Calabrio redefines
workforce optimization with products that are truly integrated, intuitive, flexible & hassle free. Calabrio’ s Workforce
Optimization Software Suite for call centers includes call recording, quality management, workforce management,
speech analytics.
Contribution/achievement:
• Troubleshooting Technical and Domain related issues.
• Providing maintenance support for the tools and programs in Cisco UCCE & UCCX (LRM, LDAP, SYNC,
CHAT, Enterprise, Monitor, Recording, VOIP, IPPA, ICM and CTI Server).
• Helping peers in understanding the requirements provided by the clients.
• Facilitating the timely resolution of customer issues.
• Communicating to the clients through calls and emails.
• Training new resources.
 CSS Corp Apr'11 to Feb’12
Senior Support Engineer
Client: Vonage, New Jersey, U.S.
Project title: Technical Support
Technical environment: VOIP
Tools Used: Interact and Nice
Duration: Apr’11 to Feb’12
Description: Vonage (NYSE: VG) is a leading provider of low-cost communications services connecting individuals
through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide
feature-rich, affordable communication solutions that offer flexibility, portability and ease-of-use.
Contribution/achievement:
• Handling calls from customer regarding the setup of our device (VOIP phone adapter & router)
• Supporting in audio issues and internet connectivity issues
• Configuration of the network with third party routers and VOIP adapter
• Also taking care of the customer service queue like payment, creating accounts and providing general
information about the product
• Also indulge in sales activity
• Creating tickets to the advanced operation support (AOS) in Holmdel for software related issues with
the device and routing problems
• Regular follow-ups on the ticket to ensure proper resolution
• Managing and reporting about the team of 8 members.
• Assisting the new agents and training them in processing the requests

3.  Sutherland Global Services Aug'10 to Mar’11
Technical Support Executive
Client: UOL, California, U.S.
Project title: Technical Support
Technical environment: Dial Up Networking
Duration: Aug’10 to Mar’11
Description: United Online, Inc. (NASDAQ: UNTD) is a leading provider of consumer products and services over the
Internet, where the company's brands have attracted a large online audience that includes more than 60 million
registered accounts. The company's offerings include floral related products and services (FTD and Interflora) for
consumers and retail florists. The company's Content & Media segment services are online nostalgia (Memory Lane)
and online loyalty marketing. Its primary Communications segment services are Internet access and email (NetZero
and Juno)
Contribution/achievement:
 Resolving customer queries regarding the dial up networking.
 Configuring the email clients
 General customer service like resetting the password and payments
 Solving all tech related problems regarding dial up networking software.
 Handling calls from customers and resolve the issue and close the case
 Infosys BPO Ltd Jun'08 to Aug’10
)a Senior Process Executive
Client: Kraft Foods, Illinois, U.S.
Project title: Senior Process Executive
Technical environment: Application Support
Duration: Dec’09 to Aug’10
Description: Kraft Foods Inc. (NASDAQ: KFT) is an American multinational confectionery, food and beverage
conglomerate. It markets many brands in more than 170 countries. 12 of its brands annually earn more than $1
billion worldwide: Cadbury, Jacobs, Kraft, LU, Maxwell House, Milka, Nabisco, Oreo, Oscar Mayer, Philadelphia,
Trident, Tang. Forty of its brands are at least a century old.
Contribution/achievement:
 Handling any escalated issues from the client’s sales representatives regarding MS Access
database application installed in laptops and hand held PDA devices
 Work involves replacement of database, compacting and repairing, synchronizing the database
with the server
 Work on tickets created by the level1 team and following up on the resolution
 Have been monitoring a team of 5 members.
 Being the Point of contact for the onshore and offshore counterparts.
 Preparing and presenting the monthly (team’s performance) status report of the entire team to
the client.

4. )b Process Executive
Client: Arrow Electronics, Colorado, U.S.
Project title: Process Executive
Job Info: Stock Rotation
Duration: Jun’08 to Dec’09
Description: Arrow Electronics is a global provider of products, services and solutions to industrial and commercial
users of electronic components and enterprise computing solutions. Arrow brings technology solutions to a breadth
of markets, including telecommunications, information systems, transportation, medical, industrial and consumer
electronics. Arrow provides specialized services and expertise across the product lifecycle.
Arrow does this by connecting customers to the right technology at the right place at the right time and
at the right price. Arrow provides extraordinary value to customers and suppliers - the best technology companies in
the world - and connects them through the company's industry-leading services.
Contribution/achievement:
 Identifying the non-movable inventories and doing a stock rotation with the manufacturers
 Updating the warehouse inventory with new electronic goods that are in high demand in the
market
 Assisting Team Lead in collecting the weekly status report of the team
 Assisting the team members in performing the projects for the development of the process
 Being the Point of contact for the onshore and offshore counterparts
 Processing EPCN requests from the manufacturer
 Ensuring timely shipment of the Special Returns and EPCN items by being in touch with the
warehouse shipping crew.
 Presenting the Status report to the client on the weekly basis
 Was a member of the Yellow Belt SIX Sigma Project on Standardization of operating procedures to minimize the
Failure Mode Effect Analysis (FMEA) and Risk Priority Number (RPN) in the process
 Had completed Continuous Improvement Plan (CIP) project for reducing the time taken in reviewing the daily
data sheet for agent’s ticket tracking on daily basis.
At Sutherland Global Services:
• Had received the best employee for Dec’10
• Had received accolades for maintaining all the metrics on par since getting into production till
date leaving the organization.
At Infosys:
• Had received the RAMP award
• Had received the Client (Arrow’s) Key Services Award.
• Had received the Infy’s extra miler award.
Operating System : Windows 97/2000/XP/Vista/Windows 7 & 8, Mac
Certifications : Honors Diploma in Computer Application at CSC, Madurai.
Projects at Work
Awards & Appreciation at Work
IT Exposure

5. Courses Pursuing : ICHNP (H&N, CCNA, MCITP, RHCE) at IIHT, Vadapalani
Other Trainings : Officially got trained on Hadoop Ecosystem from Cloudera
Education
Course Institution Board/
University
Year of
Passing
%
Aggregate
B. Sc., Zoology The American College, Madurai Madurai Kamarajar
University
Apr 2008 70%
Hr. Sec S N Matric. Hr. Sec School, Mdu State Board Mar 2005 83.5%
Mr. Arumugasundaram,
Project Manager, Clickfox
Servion Global Solutions
Chennai
Name : Vimalraj N
Father Name : R. Natarajan
Date of Birth & Age : 22-10-1987, 28
Sex : Male
Nationality : Indian
Marital Status : Married
Languages Known : Tamil & English
Permanent Address : 14 A, RMS Colony 2nd Street, Shanthi Nagar, Madurai – 625 018
Present Address : E4, MF Sanskriti Apartment, AGS Colony 5th
St, Pallikaranai, Chennai – 600 100
I hereby declare that all the information above said is true to the best of my knowledge and belief.
Date: Yours sincerely,
Place: Chennai
(N. VIMALRAJ)
Reference
Personal Profile
Declaration

6. Courses Pursuing : ICHNP (H&N, CCNA, MCITP, RHCE) at IIHT, Vadapalani
Other Trainings : Officially got trained on Hadoop Ecosystem from Cloudera
Education
Course Institution Board/
University
Year of
Passing
%
Aggregate
B. Sc., Zoology The American College, Madurai Madurai Kamarajar
University
Apr 2008 70%
Hr. Sec S N Matric. Hr. Sec School, Mdu State Board Mar 2005 83.5%
Mr. Arumugasundaram,
Project Manager, Clickfox
Servion Global Solutions
Chennai
Name : Vimalraj N
Father Name : R. Natarajan
Date of Birth & Age : 22-10-1987, 28
Sex : Male
Nationality : Indian
Marital Status : Married
Languages Known : Tamil & English
Permanent Address : 14 A, RMS Colony 2nd Street, Shanthi Nagar, Madurai – 625 018
Present Address : E4, MF Sanskriti Apartment, AGS Colony 5th
St, Pallikaranai, Chennai – 600 100
I hereby declare that all the information above said is true to the best of my knowledge and belief.
Date: Yours sincerely,
Place: Chennai
(N. VIMALRAJ)
Reference
Personal Profile
Declaration