Summary

Experienced Team Lead with a demonstrated history of working in the information technology and services industry. Skilled in Databases, Data Center, Management, Software as a Service (SaaS), and Troubleshooting. Strong information technology professional with a Engineer's Degree focused in Computer Science from Sri Ramakrishna Engineering College, Coimbatore.

Experience

Senior Technical Support Engineer

PowerSchool Group • Coimbatore, Tamil Nadu 12/2020 - Present

• Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency

• Identify and address customer needs with a goal of complete satisfaction.

• Follow company communications guidelines and procedures under minimal supervision.

• Recommend improvements to processes for improved company efficiency.

• Documented a SOP on the product which is used globally within an organization.

• Documented knowledgebase articles from time to time to enhance the support functionality.

• Responsible for providing training to new hires and contractors globally.

• Responsible for executing an idea of putting all the SOPS, Articles under one umbrella in one single web page. Technical Support Team Lead

Infrascale • Chennai, Tamil Nadu 09/2014 - 05/2020

• Technical Lead SOS Online Backup Infrascale, the DRaaS company eradicating downtime.

• Technical Expert - Manage a team of Consultants in India, USA and Ukraine

• Provided lead assistance and training for Support Engineers

• Transaction monitoring of agents, handling of high severity tickets & escalations

• The team provided Application support/Technical Support/Service desk support to customers of Infrascale using various SAAS.

• Provide technical support via phone, Zendesk, salesforce ticketing system, and remote connection for Infrascale’s suite of SaaS enterprise cloud storage, endpoint data protection, and collaboration technologies.

• Troubleshoot file sync and online backup issues for Windows, OS X, iOS, and Android devices.

• Analyze error logs using various UNIX utilities such as awk, cat, vi, sed, and grep.

• Manipulate SQLite databases using Python.

• Submit and track bugs using JIRA.

• Participating in client meetings and Technical-collaboration meetings Karthikeyan S

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Coimbatore, TamilNadu

• Create and update knowledge base articles.

• Manage customer account details and refunds with Salesforce.

• Train Infrascale resellers on new and existing products and features.

• Collaborate with the product and engineering departments and recommend product improvements.

• Coordinate with data center engineers and perform physical data seeding in data centers in the U.S., Australia, South Africa, and the U.K.

• Create image backups of servers. Restore backed up servers to new physical hardware and virtual machines.

• Manage Infrascale’s internal Active Directory domain server and Office 365 Exchange server.

• While in the position, ensured that the team's metrics are met and always exceeded the targets.

• Plan, design, and implement application database code objects, such as stored procedures and views.

• Build and maintain SQL scripts, indexes, and complex queries for data analysis and extraction. Senior IT Support Consultant

SOS Online Backup • Chennai, Tamil Nadu 12/2012 - 08/2014 InfraScale is the parent entity of SOS Online Backup, Technical Support Consultant

Sutherland Global Services • Chennai, Tamil Nadu 01/2010 - 07/2012

• In depth knowledge of Symantec Security Products like Secure Norton online backup, Norton Internet Security and Norton 360.

• Firewall configuration and setting up of firewall rules and access controls on Symantec security products, Symantec Back up and Online Storage systems and troubleshooting.

• Program Exclusions on Symantec firewalls. Good understanding of Symantec security concepts like SONAR and Auto protect.

• Operating Systems: All Windows platforms. Experienced in OS installations and troubleshooting boot issues, installation failures, upgrade issues, base OS issues and good understanding of OS registry. Experienced in troubleshooting third party hardware and software installation conflicts/failures on Windows Operating Systems, troubleshooting internet and network connectivity issues at Operating System level, Troubleshooting Windows updates issues and application of hot fixes. Experienced in manual removal of Viruses, spyware and other threats.

• Threat Remediation tools: Process explorer, Hijack this, Auto runs.

• Administrative tools: Microsoft Active Directory services.

• Networking Protocols: OSI and TCP/IP network protocol models and Subnetting.

• Networking Devices: Configuration of Cisco 1900 series routers, 2950 Catalyst/layer 3 switches.

• Networking Technologies: LAN / WAN (DSL, ISDN), VLAN and VPN.

• CRM, Service desk and ticketing tools: Sales force, Live Ops soft phone, Microsoft Customer assistance portal and Microsoft Clarify.

• Have been the Top Performer in processing emails and calls consistently.

• Achieved the Rookie Championship Award.

Skills

Team Management, Customer Service, Technical Support, Cloud Computing Education

Engineer's Degree, Computer Science

Sri Ramakrishna Engineering College • Coimbatore, Tamil Nadu 06/2007 Bachelor of Computer Science and Engineering Technical Expert Higher Secondary School, Computer Science

St. Joseph's Higher Secondary School • Ooty, Tamil Nadu 04/2003 High School

Kendriya Vidyalaya • Ooty, Tamil Nadu 05/2000

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