Vivekanandan Sivakumar
Slough,United Kingdom
Summary
Experienced IT professional with expertise in helpdesk management, remote support, and service level agreement adherence. Proficient in ITIL practices, database management, and Jira with Agile methodologies, ensuring efficient ticket resolution and proactive issue identification. Skilled in cross-functional collaboration and analytical thinking, delivering seamless user support with patience and precision. Dedicated to optimising IT operations while fostering a user-centric approach to problem-solving.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Lead Technical Support Engineer
Infosys limited
Chennai, India
10.2013 - 11.2024
- Lead technical support operations, resolve complex system issues, and implement proactive monitoring solutions while mentoring junior engineers
- Streamline support processes and reduce incident resolution time through automated troubleshooting frameworks and knowledge base enhancement
- Direct cross-functional teams in resolving critical infrastructure challenges, ensuring minimal system downtime and optimal performance
- Foster knowledge sharing culture, establish best practices documentation, and lead technical training initiatives for support team members
- Developed knowledge-sharing methodologies and creative processes to improve end-user experience.
- Employed advanced troubleshooting and expert application knowledge to efficiently solve system user interface problems
- Followed technical documentation for accurate installation, maintenance, and repair work.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Organised workspaces for employees with computer, monitors, and associated cabling or equipment.
- Installed new software for users and monitored version and patch update requirements.
- Answered user questions about hardware and software operation to help resolve problems.
- Orchestrated knowledge transfer programs and mentored junior engineers, elevating team capabilities and standardizing support protocols
- Architect comprehensive technical documentation and training initiatives while mentoring junior engineers to elevate team capabilities
- Delivered high-level tech support with emphasis on customer service excellence.
- Educated customers on basic troubleshooting steps, reducing unnecessary service calls.
Education
Bachelors of Computer Application - Computer
Patrician College of Arts and Science
Chennai, India 06.2010 - 11.2013
Skills
- ITIL knowledge
- Database management
- Remote support proficiency
- Helpdesk management
- Service level agreement adherence
- Cross-Functional collaboration
- Proactive issue identification
- Jira and Agile methodologies
- Patience with users
- Analytical thinking
- Helpdesk ticket management
Certification
Certified AZ-103 Microsoft Azure Administrator completed January 20,2020
Timeline
Lead Technical Support Engineer
Infosys limited
10.2013 - 11.2024
Bachelors of Computer Application - Computer
Patrician College of Arts and Science
06.2010 - 11.2013
Certified AZ-103 Microsoft Azure Administrator completed January 20,2020
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