Objective:
Looking for a Technical Support Lead in the
field of Information Technology using my Analytical, Technical and Project
Management skills
Highlights
- - More
than 10+ years of experience including 7
years experience in Technical Support Role.
- - Strive
towards Service excellence using the ITIL
principles.
- - Exposure
to Microsoft Application Life Cycle Management (ALM)
- - Identified Incident and Problem Tickets.
- - Resolved
Problem Tickets through Change Request.
- - Frequent
interaction with stakeholders and communicating the risks well in advance.
- - Prioritized tasksthrough capacity and
capability management
- - Driving
the team in terms of service delivery.
- - Periodically
Reviewed with team members and sharing theLessons
learnt.
Certifications
MCP,ITIL Foundation, Prince2, Agile Scrum.
Technical Skills:
Databases :
SQLServer, Oracle.
Technical
Skills
: Java, Dot Net, Javascript
Tools
: Remedy,
Jira, Netsuite, SVN,
TestTracker, Collaboration, Teamwork, ALM
Education:
Masters in Computer Science,
University of Texas at Arlington Spring 2006
Master’s in Business Administration,
University of Dallas Spring
2003
Master’s in Business Administration,
University of Madras April 2000
Bachelor of Commerce April 1998
Accomplishments:
CitiViz Award Dec 2006, Jan 2007
Detailed Work Experience
Inlogic May
2017 – Present
PMO
Analyst Location: Chennai
·
Working
with PMO and Project Managersto ensure timely deliveryrelated to the projects
(Current and Future)
·
Making
data available for PMO in terms of reports as and when needed by PMO
·
Ensured
billing of Timesheets to the appropriate tasks
·
Facilitate
meetings and sharing of minutes with stakeholders and project managers
·
Process
improvements and schedule updates to keep the projects on track without any
delays
·
Identifying
the historical data and Metrics in order to do planning, managing and execution
of projects.
·
Maintenance
of Application Life Cycle Management.(ALM)
LexisNexis
(Elsevier) Sep 2015 – Jan 2017
Team
Size: 21 Location: Chennai
Title: Team
Lead
·
Handled
team of 5 Membersas part of 21 team Members.
·
Identified
project requirements and allocating resources for the same.
·
Provided
weekly update on tickets in order to have Timely Delivery without any Delays
·
Periodic
Evaluation of KPI and QA for the tickets handled by the Subject Matter Experts.
·
Technical
and FunctionalReview on Project Deliveries
·
Reallocated
Tickets based on capacity and capability of the team members while doing the
daily Scrum.
·
Communicatedappropriate
Feedbacks to the team as and when necessary.
Datacert
Software Private Limited/Wkelmsolutions Oct
2012 – Sep 2015
Team
Size: 5 Location:
Chennai
Title:
Senior Technical Support Engineer
- Mentored a Team of Technical
Support Engineers
- Handled client calls both online
and off line using different communication mediums
- Analyzed product design and tested
implementations to identify and submit defects or change orders
- Derived and Detailed client workarounds/temporary
solutions using Troubleshooting Techniques
- Tested deliverables to ensure
resolution meets customer requirements and quality standards
- Coordinated activities with
internal and external stakeholders
- Acted as the primary client
advocate and problem solver.
- Wrote SQL queries and SQL Server
profilerfor troubleshooting
- Performed business analysis for
change request implementation
Datacert
Software Private Limited/Wkelmsolutions July 2010 – Oct 2012
Team
Size: 13 Location: Chennai
Title:
Senior Software Developer
- Responsible for the requirements
of module based on customer expectations and change orders.
- Developed Enterprise Level
Customer Centric Solutions using C#.NET and SQL SERVER
- Data Migration for middle ware
applications using C#.NET.
- Use of ETL open source middleware
application - Talend tool kit
- Migration of .Net application for
the newer version on different operating systems.
- Provided installers to clients
after completing a regression testing from developer stand point
CSS-Slash Support April
2009 to July 2010
Client: Cordys Location:
Chennai
Title: Application
Engineer
Team Size: 6
Process
Factory product owned by Cordys is a BPM platform used for developing GUI
interface for user entry, automation of business process and generates reports
based on requirements.
Roles
and Responsibilities:
- Designed and
developed application using the CordysProcessfactory based on organization
needs and requirements.
- Maintained of
customer cluster and Admin cluster on day to day basis.
- Developed theprocessfactory
applications for customers (both internal and external) using the SaaS and
PaaS frameworks.
- Periodically
updated and provided knowledge based articles for known issues on the
product.
- Analyzed the case incidents as and when required based on customer
expectations.
- Team Quality
Evangelist for the Cordys Process Factory project.
Satyam Computer
Services June
’06 to Nov ‘08
Process Analyst Location: Jacksonville, FL
Client: CitiGroup
Team Size: 13
Citi
Group is one of the major financial banks in U.S.
Project - 1
Plaview
is a project portfolio management toolkit used by PMO for forecasting and
budgeting for financial industry. Planview is written using asp.net as the front
end and Oracle as the backend. As a developer I created modules to generate
asp.net pages and report generation using business objects.
Roles
and Responsibilities:
- Designed and Developed C# win forms and Business Objects-PlanView Integration.
- Performed system
administration, trouble shooting and improvement of business process.
- Understood
the Business objects, Planview APIs
and Database Schema.
- Installed and Maintained Single-Sign-OnSiteminder
Applications.
- Customized
Universe Creations and Report
Generation.
- On-call
support for business critical applications.
Project – 2 Location:
Dallas, TX
Global
360 is an imaging application used by citi to create and group image bundles.
Global 360 has a business rules engine that has to be maintained as per user
requirements. This application uses VB.net as the front end and SQL Server as
the backend.
Roles
and Responsibilities:
- Created UML artifacts class diagrams, sequence
diagrams, Class, Activity, Sequence diagrams
- Developed
dynamic Letter Generation process application
using C# win forms for user interaction with appropriate business rules
- Converted
VB6 application to VB.net application using Active X, Com and Dom.
- Translated
business/functional requirements to integration developers and offshore
development teams.
- Wrote
stored procedures and UDF in SQL Server based on client requirements.
- Recommend solutions for document knowledge
through Business process-oriented approach.
- Maintained on-siteoff-shore communication
channel and ensure timely deliverables,
- Documented client requirements and meeting minutes in order to provide smooth flow of communication through XP methodology
Personal Details
Fathers Name : T
Ramanujam
Date of Birth : May
17th 1977
Age : 40
Passport Number : P7450922
Declaration
I hereby declare
that the above mentioned information is true to the best of my knowledge and
bear the responsibility for the correctness of the above mentioned particulars”
Yours Faithfully
(Krishnakumar Ramanujam)
