Arun A S

Operations Associate

Hyderabad, Telangana, India4 yrs 7 mos experience

Most Likely To Switch

Key Highlights

Strong technical support experience with global customers.
Proficient in incident management and service request handling.
Skilled in device configuration and troubleshooting.

Stackforce AI infers this person is a Technical Support Specialist with expertise in IT Services and Incident Management.

Contact

Skills

Core Skills

Technical SupportIncident ManagementNetworking

Other Skills

Active DirectoryAmazon Web Services (AWS)Avaya CMSAvaya One x CommBOMGARBomgarC (Programming Language)Cascading Style Sheets (CSS)Citrix ProductsCommunicationDesktop SupportDesktop VirtualizationDevice ConfigurationHTMLInternational voice process

About

To acquire a challenging position in a company where I can integrate the best of my abilities with Determination, Perseverance, Hard work and Honesty to achieve the goals with complete satisfaction and enhance my skill and contribute towards the growth of the organization

Experience

It convergence

Service Desk Engineer

Oct 2023 – Present · 2 yrs 5 mos · Hyderabad, Telangana, India · Hybrid

Virtusa

Associate Engineer Technology

Aug 2021 – Oct 2023 · 2 yrs 2 mos · Hyderabad, Telangana, India · Hybrid

Strong technical support experience handling global customers.
Encompasses ITSM activities that include service request management, ticket handling,
incident management, knowledge management, self-service, and reporting based on priority
levels within agreed SLA.
Handling incidents/requests via phone, email & Chat.
Ontime incident creation and provides first call resolution to the users.
Ensures all Incidents are actioned within SLA and escalating to other internal teams when
required.
Taking remote access of the user devices and fix application related issues.
Provides on-call support for the users for router down issues, Active Directory issues,
telephone issues and other store devices like iPads, tablets, laptops, computers, printers, and
other hardware devices.
Configuring devices like POSI terminals, POS server, KDS server and other store network
devices.
Assist users for network connectivity issues following the port configurations in Putty.
Resolving critical issues and captures RCA
Governance Report preparation – Highlights, lowlights, Ticket Analysis, SLA analysis and
leading team to deliver quality services to end users.
Major Tools being used: Service Now, BOMGAR, RDC, Avaya One x Comm, Active Directory,
etc.,