Management Data

Anish Natarajan

996-***-**** Email: ***************@*****.***

PROFESSIONAL

SUMMARY

Talented System Support Administrator proficient in all phases of the Project development lifecycle. Adept at working with Agile and Scrum methodologies to accomplish project milestones according to specific timeframes. Able to use php, HTML, CSS, SaaS platform. Highly organized and detail-oriented professional with 5+ years of progressive experience in the field.

Proficient in all phases of Requirement Management, including gathering, analyzing, detailing and tracking requirements.

Cross domain expertise and ability to learn quickly.

Ability to prioritize changing requirements and ensure on time and smooth delivery.

In depth knowledge of IT Business alignment.

End to end understanding of Enterprise Systems and processes.

Hands on implementation of enterprise applications.

Experienced in creating Business Requirement Document BRD and Functional Requirement Document FRD .

Experienced in creating Data Flow Diagrams, Activity diagrams, Collaboration diagrams, Entity Relationship Diagrams ERD .

Experience in conducting Gap analysis, Root Cause Analysis RCA, SWOT analysis.

Extensive experience in Functionality, Integration, System, Regression and User Acceptance Testing UAT .

Skilled in determining system requirements and specifications for application development projects with emphasis on User Requirements and Functional Requirements through user interviews.

Experience in working with and managing geographically distributed teams.

In depth understanding of Application LifeCycle Management ALM .

Expertise in recommending technology solutions for business problems.

Balanced and thorough understanding of both Business and Technology.

Team player and self-starter with excellent communication, coordination, documentation, project planning and interpersonal skills.

Strong Knowledge and Understanding of Enterprise Architecture and Software Automation.

Hands on experience with configuration and release management.

Proven ability to work under pressure, prioritize and meet deadlines. Open to a dynamic work environment and ability to work collaboratively with other team members in the overall enhancement of software product quality.

Excellent communication and presentation skills and adept at facilitating walkthrough and training sessions.

Ability to think strategically and implement innovative solutions.

Strong understanding of ITIL concepts.

Good understanding of regulatory compliances such as Sarbanes-Oxley.

Quick learner and enthusiastic about Technology. AN

SKILLS Project planning and development

Team management

Strategic planning

Change and release Management

SaaS Administration

Problem Solving

IT service delivery

Incident Management

WORK HISTORY APPLICATION SUPPORT ANALYST 03/2013 to CURRENT Groupon Shared Services Ramapuram, TN

Experience in managing, fixing the bugs for the products Zendesk, incontact and Boldchat tools.

Troubleshooting the bugs and resolving the queries.

Documenting all the incidents and issues. (incident management and change management)

Working on new technology initiatives and assisting other system specialists on the execution of other global projects.

Taking ownership of end-users issues reported and fixing the bug

(through chat, email and phone).

Experience in web based tools and SaaS platform.

Managing ad-hoc requests as it relates to system uptime, support, and maintenance, as well as ensuring system uptime and fluent performance to ensure operational stability.

Managing our global user on-boarding and off-boarding processes, ensuring appropriate user provisioning and access restrictions

User Management Automation (account creation / deletion, account adjustments) for end users across 17 countries.

Educating the end users about the product.

User Acceptance Testing for New Technological Initiatives CUSTOMER SUPPORT EXECUTIVE 08/2012 to 07/2013

Sutherland Pvt. Limited Amazon and MacAfee

Handle customer first level escalations via email.

Escalate systemic issues.

Responding to customers via email or chat 24/7

EDUCATION X Standard (SSLC)

S.S.M. Higher. Sec. School., Chennai

XII Standard (HSC)

S.S.M. Higher. Sec. School., Chennai

B.sc (Mathematics)

Madras Christian College

Master in Computer Application

Jerusalem college of Engineering (Anna University) PROJECT WORK Worked on the development and deployment of multiple technology driven and data driven projects.

User De-provisioning Automation (through RPA): Worked with the RPA team to de-activate the inactive users from the system to save the user license cost.

WebRTC Implementation: Conducted BAT & OAT to ensure it satisfies the business needs and it has smooth system operation in its standard operating environment. It is a very exciting, powerful, and highly disruptive cutting-edge technology and standard. For seamless peer to peer communication via web browser.

Self Service Portal (Technology and data Driven): Self-service management tool serves as a knowledge management tool, which helps the user to search for solution, rather depending on others or waiting for support agents to solve their issue.

Also, it serves as the guided path to accomplish tasks and to troubleshoot errors. Portal Link: https://grpncsglobal.zendesk.com/hc/en-us

GDPR (Data and Process Driven): Worked to standardize the process of GDPR data access and data deletion endpoints.

MACD (Multichannel Automatic Contact Distribution): MACD, is a tool used to dispatch blended contact types based on agent’s skills. It also contains features used to route contacts based on business rules, such as dynamic prioritization and agent’s proficiency. This greatly reduced the response time and contributed greatly to Business SLA in place. (Estimated Revenue 20 million+)

And other ad-hoc projects related to new tool development, implementation and management.

HOBBIES Photography

Editing photos and videos

Volley Ball and Cricket

Listening music

DECLARATION I hereby declare that the above particulars furnished by me are true to the best of my knowledge and belief. I assure you that, if I am given a chance, I will execute my work to the fullest satisfaction of my superiors.

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