Arun MR

Experience

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  Accenture in India

  Sept 2004 - Dec 2005

  Senior Customer Service Representative

  Worked for a US client called SBC Yahoo ISP (Internet Service Provider) which required basic internet skills, Multitasking & customer handling skills and also was taking care of new agents on the floor and mentoring them.Achievements:Consistent performerBest customer experience awardRemote diagnosisBest Quality

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  Hewlett Packard Global soft PVT Ltd

  Jan 2006 - Dec 2009

  Senior Technical Engineer

  • Worked on HP Commercial Desktop’s, HDTV’s , Thin Clients, POS units giving real time solutions to the corporate’swhich requires basic knowledge of Networking, CRM skills, Multitasking, Operating Systems• Hands on experience in resolving Thin client issues which requires the knowledge of Citrix , HP Thin Connect, Win CE ,Linux, Win XP Embedded• Configuring Raid & troubleshooting• Completed HP Server & Storage Technology online Training• Familiar with Vmware.• Familiar with ESX server 3, Data Back up & Recovery • Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues• Collaborate with Tech Leads and escalation resources when appropriate• Consistently share best practices with team members• Conducting technical trainings for the pre-released productsAchievements:• Have been consistent performer throughout my tenure• Won the Best performer for the Quarter Award more than 4 times• Won the Best TCE (Total Customer Experience) Award couple of times• My Quality score was above 95% throughout my tenure Show less

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  Decho Technology India Pvt Ltd

  Dec 2009 - Jul 2010

  Senior Technical Engineer

  Escalation Engineer, providing L2 support. Held responsible for working on online backup storage product called Mozy designed by Decho Technologies for both Consumers as well as Small and Medium Business Customers on Multiple platforms.Achievement:Consistent PerformerIncrease customer satisfaction rate by 5

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  Hewlett Packard Global soft PVT Ltd

  Jul 2010 - Dec 2010

  Technical Consultant

  Working on HP Proliant servers providing remote resolutions to hardware issues for Enterprise customers with hands on experience with Server technology, HP System Insight ManagerAchievements:A consistent performer in terms of FCR, TCE, DA, and DE.Actively participating in team building activities.

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  ANTRIX TECHINFO PRIVATE LIMITED

  Apr 2011 - Sept 2018

  Technical Lead

  Technical Lead offering a decades experience and exposure leading and managing teams ensuring higher efficiency and productivity. Also possess proven ability to lead project teams to successfully deliver agreed solutions of the highest quality, often in complex and challenging customer environments in the IT domain. A certified Sun Solaris and VMWare professional with superior skills in handling cross functional teams. Recognized for steering projects towards completion while remaining well within set SLA norms • Experience deploying, supporting, troubleshooting relational databases especially in MS SQL Server and its supporting infrastructure• Working knowledge of Internet Information Services (IIS) 6/7/7.5• Familiarity with corporate Mail servers and related infrastructure, especially in Microsoft Exchange• In depth expertise in analyzing System logs, Event Logs and Network Traces etc.• Strong ability to identify whether an issue’s root cause is environmental or in the product• Ability and willingness to mentor and collaborate with other engineers• Investigate and provide root cause analysis of defects Show less

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  KASEYA SOFTWARE INDIA PRIVATE LIMITED

  Oct 2018 - now

  Infrastructure Management Services Technical Lead

  Kaseya Software headquartered in Ireland, Dublin has strong presence in over 10 countries, is a leading IT Management Software company providing Remote Monitoring Management Services for MSP’s. • Manage on boarding / deployment projects - start to finish• Primary Owner for ensuring key metrics are met for the tasks assigned to team members• Primary owner for successful testing and implementation of automation process’s, workflows - through Remote Monitoring Management Agent procedures via powershell and other automation tools, platforms• Proactively communicate via email, chat, phone with customers on their infrastructure management Show less