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Production support

Chennai, Tamil Nadu, India
March 21, 2019

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Ponkumar R

Phone : +91-822******* DOB : **.**.***2

Email ID: Address: 90b, Maariamman kovil street, Solampallam, old suramangalam(p.o.)



Intend to work as a key player in a creative and team oriented environment, by which I can contribute to the organization and build my career.


2 years and 2 months of experience in Production Support & ITSM.

Work experience in Cognizant Technology Solutions.

Experience in working with L1 teams to understand the process and support the project deliverables.

Experience in offshore project management.

Good knowledge on ticketing tool like Service-Now. TECHNICAL SKILL SET:

Tools : Service-Now

Operating system : Windows XP/7

Programming languages: C Programming


Cognizant Technology Solutions : 13.3.2015 to 10.10.2017 Bangalore

Project details:

Project #01:

Client : Health Net

Duration : March 2015 to September 2015

Designation: Engineer Trainee

Environment: IT Service Management

Roles and Responsibilities:

Effectively Monitoring tickets in Service-Now.

Effective Monitoring work flow distribution.

Providing 24x7 first level Support to the Onsite and Offshore Users.

Follow-up with the support teams for monitoring the tickets.

Preparing all the reports deals with the project like Daily High priority Tickets Report.

Coordinating with onsite team and other support teams on the response of the tickets. Project #02:

Client : Unit4

Duration : September 2015 to October 2017

Designation : Senior System Engineer

Engineer Environment: IT Service Management

Roles and Responsibilities:

Experience with Windows Server 2003, 2008, 2012.

Good Idea about Active directory, DNS and DHCP.

Experience with MS Office Packages.

Used the Service-Now tool to track, resolve and escalate trouble tickets.

Underwent training from Cognizant on basics of Java, networking, Windows, SQL/PLSQL, Linux and UNIX.

Effective Handling of Report Management.

Driving the core business SLA’s like CSAT, FCR & Call Quality.

Worked on incidents/Tickets using Service-Now and Manage-Now ticketing tools.

Conducting review with Incident Management team for controlling the Ageing of incidents and managing the backlogs.

Presenting the SLA Matrix to Senior Management.

Preparing and sending various daily, weekly and monthly reports to Senior Management Team.

Driving the Continual Service Improvement plan for reducing the recurring incidents.

Coordinating with various resolver groups, vendors and channel partners for escalated/major issues.

Sound experience in delivering client presentation & working with complex data from multiple sources.

Sound knowledge on effective trend analysis for improvising the process and reduce the escalations.

Been a responsible associate for coordination and follow-up on various ticket, escalation.

Deeping SLA’s etc... for improvisation and quality.

Has been appreciated and acknowledge by the management for delivering the quality work within time line given.

Hand on experience with ticket monitoring and SLA understanding.

Worked closely with Various ITIL process, specifically incident, problem & change management.

Worked as Incident Coordinator and been responsible to drive various SLA for the same. CERTIFICATIONS

ITIL Foundation

Process Space

Yellow Belt


Completed B.E- Electronics and Communication Engineering at Sona College of Technology, Anna University by 2011-2014 with 7.5 (CGPA)

Completed DIPLOMA – Electronics and Communication Engineering at Thiyagarajar Polytechnic College by 2008-2011 with 92%

Completed SSLC at Sri Gayathri Higher Secondary School by 2007-2008 with 84% PERSONAL DETAILS

NAME : Ponkumar R


DOB : 23.12.1992

PERMANENT ADDRESS: 90b, Maariamman kovil street,

Solampallam, old Suramangalam(p.o.)

Salem – 636005


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