Customer Service Engineer

ANIL KUMAR VISWANATHAN

Dubai, United Arab Emirates

Phone: +971-**-***-****

*********@*****.*** https://www.linkedin.com/in/anil-kumar-viswanathan-123b0896/

CAREER SUMMARY

Senior Service Desk Support staff worked for a major luxury retail group supporting a user base of 12000 staff across the Middle East.

Role: 1st and 2nd line support for software/hardware application issues, user administration, access provisioning, mailbox creation on Azure, Windows Server Maintenance. Managing Major Incident Management by drafting Comms, communicating to Business and initiating bridge calls with support teams to expedite the issue. Following Incident Management, assisting and facilitating Problem Management Process. Desktop/Laptop/printer troubleshooting. Setting up new laptops and desktops.

AREAS OF EXPERTISE

ITIL Certified

MCP / CCNA Certified

Major Incident Management

Problem Management

Initiating bridge calls for P1 and P2 issues

Active Directory Management

Troubleshooting - Oracle, Xstore, OS, VPN, Network, Excel, Outlook, Word, PowerPoint and Skype for Business.

Azure (Cloud) for User Mailbox creation, Distribution lists, shared mailbox and administration

Creating Knowledge base Articles

Support for Application, Desktops, Laptops and Printers

Oracle Application Access, EBusiness Suite, Retail Merchandising System, RPM, BI Analytical Reports, Warehouse Management System and Navision

Exceptional Customer Service

Shell Scripts for Mailbox creation on Cloud (Microsoft Azure)

Training new joiners

PROFESSIONAL EXPERIENCE

MCT FZE, Chalhoub Group - IT Service Desk Analyst May 2015 – May 2020

Troubleshooting technical issues related to hardware, software

Creating and managing user accounts in Active Directory and creating Mailbox in Local and Cloud (Azure) as well as managing Distribution Lists and Shared Mailbox

Desktop / Laptop Troubleshooting

Troubleshooting Network related issues

Setting up desktop and laptop computers for new and existing users

Managing Major Incident Management and sending email communication to business for P1 and P2 issues in accordance with SLA matrix

Handling major Issues by expediting and initiating bridge calls with 2nd level and vendor team for timely resolution

Setting provision access to VPN and configuring Pulse Secure Application for the users

Assess and approve Change Requests during after hours

Helping Problem Management Team to perform root-cause analysis to come up with a permanent fix

Ensuring timely resolutions to users without compromising on customer experience

Provisioning Oracle access to users

Delegating tasks fairly to team members

Developing daily, weekly and monthly reports on team’s productivity

Training and mentoring the members of the team

Recognizing process deficiencies, creating knowledge base documents for the team and implementing effective solutions

Creating weekly ROTA for the team

Achievements in Chalhoub

Member of the SD Team that won the 2017 Winner of Annual Chalhoub Excellence Awards for Operational Excellence

Trained new hires on Oracle Access provisioning and exclusively on XStore and Oracle POS troubleshooting

Prudential Process Management Services – Service Desk Analyst November 2013–May 2015

Attending Service Desk calls to troubleshoot User issues related to Citrix Thin client systems and User administration as per ITIL process.

Connect Remotely to the computers and troubleshooting issues.

Creating file share on server and AD.

Managing User ID creation, deletion, administration.

File backup and restore.

Creating of confidential and restricted folders.

Managing User access levels.

Resetting Password.

Creating User IDs in Lotus Notes and Outlook.

Creating Distribution Lists and Mailboxes in Outlook.

Printer management.

Managing User sessions using Citrix AMC console.

Assisting Users with installation of Good and AirWatch application on iPhones and iPads.

Processing Hardware requests.

Escalating high priority calls to the appropriate support group as per SLA.

Working closely with Incident Management team on Severity issues.

Troubleshooting VPN and Thin client issues.

Troubleshooting RSA token issues.

Achievements in Prudential

Recognized by the team for contribution towards creation of knowledge base articles

For assisting Quality Manager with improving the quality scores by providing feedback on Call Handling, Customer Service and Call Control

Mphasis an HP Company – Service Desk Specialist February 2010 – November 2013

Receiving escalation from the Service Desk via Incidents and proceeding to resolve the incident or escalate the incident to further level.

Resolving complex/time consuming problems using remote access tools.

Providing Remote support for clients using elevated mode.

Troubleshooting user login issues.

Local/Roaming Profile rebuilding and re-imaging machines.

Supporting Remote Printing Administration

Troubleshooting Blackberry (Enterprise activation, Sync issues etc.)

Troubleshooting MS Office application issues

Creating VASCO tokens in the AD and assigning to Users

Troubleshooting MOP (Citrix Presentation server) (Thin client issues), Citrix client related issues, Smartcard related issues, VPN issues, SCCM related issues

Achievements in Mphasis

• Awarded for helping the team clear the old backlog in the Level 2 queue within a week

PREVIOUS CAREER EXPERIENCE:

New Flora Technologies – Senior Hardware Engineer October 2005 – July 2009

Assembling of PCs

Installation of Operating system/Applications

Setting up a new network (LAN system)

Troubleshooting OS and Network issues

Troubleshooting Printer related issues

Sutherland Global Services – Senior Executive June 2004 -September 2005

Troubleshooting Escalated Calls for US End Users

Training New Hires on product and process (Windows XP)

Attending War Room Meetings with Microsoft Tech Leads to resolve New/Difficult issues

Monitoring Calls of Support Professionals for Technical Accuracy

Providing feedback and training Support Techs as per Performance Improvement Plan

Attending Supervisor Calls for Customer Recovery

Analyzing CSAT data to find areas of improvement on the technical front

Tracmail India Pvt. Ltd. – Senior Customer Service Representative May 2004 – June 2004

Ensuring that the TAT was met

Roll out new updates from Clients

Train new hires on Tools and Process

Kay Kay Overseas Corporation - Hardware Engineer Aug 01 – Feb 03

Assembling of PCs

Installation of Operating system/Applications

Setting up a new network (LAN system)

Troubleshooting OS and Network issues

Troubleshooting Printer related issues

EDUCATION

Bachelors: Computer Applications (2009 -2012)

Madurai Kamraj University, Mumbai

Diploma: Computer Science (1996-2002)

(Maharashtra Board of Technical Education) Terna Polytechnic, Mumbai

CERTIFICATION

ITILV3 Foundation Certified

MCP (Microsoft Certified Professional)

CCNA (Cisco Certified Network Associate)

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