Karthikeyan Raju

Experience

• 

  Wipro Limited

  Jul 2008 - Oct 2013

  System Administrator
• 

  Hexaware Technologies

  Nov 2013 - Jun 2021

  • Environmental lead Professional with 11 years of experience in IT system management pertaining to Products like IIS,Biztalk AWS, Linux, SQL, SolarWinds and VMWare vSphere Client tools • Proven experience in automation for deployments and maintenance in servers using batch scripting across various environments.• Deft in developing & streamlining systems with ability to enhance IT infrastructure operational effectiveness through ITIL standards.• Hands-on experience in handling installation, administration, support and troubleshooting of Windows Server Operating Systems, troubleshooting, upgrading and consultation on Servers in UAT, Dev and production environments.• Demonstrated strengths in troubleshooting root cause analysis, resolving complex technical problems, utilizing advance tools and resolution procedures, isolating product defects, and providing product enhancement opportunities• Capable of handling multiple activities simultaneously and meet deadlines under pressure• A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies• Widely shown flexibility, quick learner, proactive attitude and an amazing team player with leadership skills• Holds high personal standards and consistently leads cross-funtional teams to achieve company objectives. Show less

  • Technical Architect

    Nov 2013 - Jun 2021

  • System Analyst at Hexaware Technologies

    Nov 2013 - Nov 2013
• 

  ZeroNorth

  Jun 2021 - now

  Support & Deployment Manager

  Managed a team of technical support specialists to address customer queries. Designed efficient workflows for tracking customer-reported bugs and production issues. Acted as the main liaison for support and product teams, converting technical issues into actionable insights. Tracked support metrics, identifying patterns for improvement.Implement structured programs to elevate employee competencies in technology and client interaction.Coordinated with QA and development teams to address critical production issues efficiently.Reviewed support tickets regularly to maintain adherence to SLAs and customer satisfaction standards.Ensured timely fixes by maintaining comprehensive bug reports.Implemented a ticketing system to enhance issue tracking and resolution processes.Collaborated with product team on implementing long-term solutions.Managed shift schedules and workload distribution to optimize team efficiency and coverage.Assist in resolving complex technical issues and provide guidance to team members.Streamlined workflows to advance operational effectiveness and client contentment.Coordinate efforts between product development and sales to better customer satisfaction.Establish and monitor key performance indicators (KPIs) to evaluate the team's performance.Provide regular reports and analysis to senior management.Efficiently allocate resources to meet service level agreements and customer expectations.Ensure appropriate staffing levels to meet demand. Negotiate and maintain service level agreements with Customers. Show less