Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

ArunKumar Rajendran (H1 Visa Holder)

Allen

Summary

Pursued B.Tech IT with 8 Years experience in IT industry as Senior Support engineer in various fields with 5 years of project management experience. Worked in different internal & Client application for its support and connected with stakeholders on their demands and requirements.


Roles & Responsibilities:

  • Creating inspiring team environment with an open communication culture.
  • Set clear team goals & Delegate tasks and set deadlines.
    Involved in implementing process improvements and driving operational efficiencies.
  • Trained and mentor team members on process methodologies and best practices.
  • Monitoring and analyzing KPI to measure process performance and identify opportunities for enhancement.
  • Handling as a subject matter expert on process management &provide guidance to senior leadership on strategic initiatives.
  • Communicating on process changes and updates to relevant stakeholders and ensure smooth transition & adoption.
  • Handling data backup, recovery while doing the migration from windows 2012-2016.
  • Experienced as a team leader or supervisor and In-depth knowledge of performance metrics.
  • Planning team shift timing and adjusting their leaves.
  • Conducted Sprint meetings & Retrospectives.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Application Support Engineer

Corrohealth
03.2024 - Current
  • Have a exposure to VM, also handled data backup while doing the migration from windows 2012-2016.
  • Knowledge on SQL and able to work on queries.
  • Handling Client site windows updates & Application upgrades from start till end.
  • Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle using the incident management tool.
  • Completely done a UAT for RingCentral phone tool from scratch till Go-Live and produced a full SOP to entire team, provided multiple KT session to new joiners on this tool.
  • Entry level idea in working with Power BI and DAX functions, data modelling and Data Analysis.
  • Provided multiple process documents to enhance the business needs.
  • Handling client applications and troubleshooting on L3 level, working on Tickets/Email/phone/chat on priority level.
  • Worked as Problem manager based on project needs.
    Connect with stakeholders and gather the requirements & prepare a project charter with help of project manager.
  • Planned resource management & cost management for resources.
  • Handling team with 12 members & audited their cases on quality.
  • Conducted Sprint meetings, review and retrospective meetings.
  • Experience in a SaaS environment.
  • Experience on managing service desk, desk side support, SCCM, Intune, Exchange, AD and Cross Functional teams.
  • Trains end users on resolution of common issues to reduce call volume.
  • Handling daily tasks in JIRA & cases in Salesforce.
  • Familiar with SLA compliance, First call resolution, knowledge contribution, Issue resolved per shift, Escalation rate.
  • Basic Level idea on powershell scripts.
  • Expert in Traditional & Agile methodologies.
  • Experience with Agile process and SDLC methods.
  • Experience in cloud computing platform such as Azure and have a good project management skills with cross functional teams to deliver project on time.
  • Knowledge on windows 2012,2016 servers and ITIL basic concepts.

Senior Software Engineer

LTIMindtree
06.2021 - 03.2024
  • Knowledge on SQL and able to work on queries.
  • Collaborated with UK client project as Senior support engineer (Dixons), worked on their application issues & supported via call, Email and Chat.
  • Worked in Incident Management team and handled critical incidents &escalations over call with client.
  • Handled with VDI, Active Directory, O365, VPN, Printer issues, OneDrive, MS-Teams, MAC issues, SharePoint issues as well as user device management, authentication issues of INTUNE for IOS/Android devices & Mobile Device Management.
  • Worked with Capacity Management in Azure support for Microsoft where we will be guiding customer on handling their capacity based on their usage.
  • Handled a team of 10 members & guided them with project guidelines & protocols.
  • Developed and monitored SLA’s and KPI’s to evaluate service performance & user satisfaction, using data and metrics to identify trends, resolve issues proactively, and drive continuous improvement.
  • Worked as Problem manager based on project needs & involved in budget planning for complete project.
  • Also worked in Azure monitoring team for Disaster recovery with hands-on experience in Resources managing in Azure.
  • Worked on Tickets/Email & increasing the capacity based on their requirement, also connected with Region owners and check about availability of capacity/Quota.
  • Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle using the incident management tool.
  • Provide OD and share to team for better resolution.
  • Experienced using IT service management (ITSM) systems.
  • Follow strike policy and connect with customer based on their requested mode of contact and resolve the issue on priority.
  • Worked on Critical incident & handled escalations.
  • Experienced in Azure cloud environments.
  • Worked in quality team and assessed client tickets, quality & DSAT Cases.

Senior Engineer

VWR International
09.2019 - 05.2021
  • Worked in Service desk L2 team & Access management for SAP Logon tool.
  • Acted as a coordination point between IT & Business and internally between all other IT teams.
  • SAP Access management - Account creation, access to different T-codes, password resets.
  • Supervised and led the service desk team including hiring, training, coaching, and performance evaluations.
  • Handled a team with 5 members & audited their calls & tickets.
  • Handled Customer system performance issue and performed disk cleanup, temp/cache files clearing and increased the performance.
  • Used Remote Desktop Protocol tools such as TeamViewer, onedesk.
  • Also, experienced in using various ticketing tools like BMC Remedy, Service Now, HEAT etc.
  • Printer configuration (Physical & remote) will be taken care by our team.
  • Worked in SCCM for patch release/update, also able to connect BU for their escalation related to SAP.
  • CMC Admin - worked in CMC for access and other technical requirements.
  • SAP Admin - Creating repository, Job server mapping, connecting to CMC, Database connectivity.
  • Used Service now tool for ticketing and handled SCRUM calls.
  • O365 issues were handled and resolved in L2 level, distribution list creation/Deletion and adding/removing members in the list.
  • VDI/Citrix issues were handled by our team.
  • SQL knowledge and able to worked on medium queries

Programmer Analyst Trainee

Cognizant Technologies Solutions
06.2017 - 09.2019
  • Worked as a Technical support engineer for internal applications for internal employees.
  • Worked on AD for ID creation, password reset and group access, handled O365 issues and client mailbox issue, Profile creation for O365.
  • Connected customer machine via RDP and resolve the issues.
  • Installation of software in customer machines from backend such as Remote desktop, SSC etc..
  • Taken care of Salesforce requirement such as creating opportunities with clients & editing the data of user
    profile in Salesforce CRM page.
  • Experience with Remote Control tools (RDP, Team viewer, Any desk &Screen Sharing via teams).
  • Experienced with handling IT Assets like Laptops, Monitors, Docking stations, setup, and troubleshooting.
  • Taken care of incident Management and worked on priority, also taken care of escalation calls.
  • Provided many KB articles to team about shortcut trouble shooting issues.
  • Provided clear and concise step-by-step technical support to guide clients.
  • Experienced with Laptop OS imaging, desk side user assistance.

Education

Bachelor of Technology - Information Technology

SNS College of Technology
04-2017

Skills

  • Project Management
  • ITIL Knowledge
  • Agile & Traditional Methodologies
  • Root cause Analysis
  • JIRA
  • SQL
  • Stakeholder relationship management
  • Incident Management
  • Azure VM services

Certification

Project Management Simplified by Chris Croft

Languages

English
Full Professional
Tamil
Native or Bilingual
Malayalam
Full Professional

Timeline

Senior Application Support Engineer

Corrohealth
03.2024 - Current

Senior Software Engineer

LTIMindtree
06.2021 - 03.2024

Senior Engineer

VWR International
09.2019 - 05.2021

Programmer Analyst Trainee

Cognizant Technologies Solutions
06.2017 - 09.2019

Bachelor of Technology - Information Technology

SNS College of Technology

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