Arun Kumar R

● Make sure that all critical and major incidents are addressed within
SLA response time.
● Chair bridge calls for effective coordination of incident resolution/ service
restoration.
● Responsible for sending incident notification as per agreed process. Follow up with support teams for relevant updates and drive to resolution.
● Communicate with business and clients, local point of contact /interface
during the occurrence of issue.
● Track team progress on high priority and major incidents/provide daily status
updates on outages.
● Perform and communicate daily health checks to management
dashboards. Ensure that the incident records are fully updated prior to Problem Management handover.
● Publish new incidents in problem management reports. Involved in preparing DOU (document of understanding ) & SOP/KOP (key operating procedure ).
● Process Improvements – Identify and construct new process frameworks, as
well as reviewing, recommending and documenting improvements to
established processes

Service Desk:
• Maintain client desktop operations including network connections & troubleshooting application issues.
• Applied printer driver to desktops, communicated issues to the network team
and also management.
• Managed desktops including new installation, maintenance, upgrading and
replacement of desktop (HP/Compaq, and Dell Desktops)
• Add/remove users in Active directory and provision Sg groups. Troubleshoot outlook and lotus notes email client issues.Support on any technical issues related with computer hardware, software, application. Supported official mobile devices on configuration issues.
• Worked on various VPN issue (Pulse secure & Global protect) , Provide support
on virus removal and SEP client for keeping user computers safe. Have been a
single point of contact for customers and client computer /network related issues. Work with the Contact center system administrator to support users & understand and resolve facility issues.

Tier 2 Application Support (Team Leader) :
• Provide adequate log information to the developers regarding the check
orders and other issues with the website.
• To provide intuit information about the files received from them and work on
rectifying the errors in it.
• To send daily reports regarding file received and revenue generated in
production.
• Worked with the development team to understand the application bug
and resolve it.
• Verify mainframe and unix logs to provide root cause analysis for various
check ordering applications.

• Have been a part of AT&T connectech for year and half as a pilot team
 • Handle multiple end user (customers of AT&T) computer and network issues
• Provided support on PlayStation and Xbox configuration on the internet. 
•Provide support on installation of windows operating systems. 
• Support on computer performance improvement and software upgrades.
 • Provide support on virus removal and security software updates.