Arunkumar Rajendran

Experience

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  Cognizant

  Jun 2017 - Sept 2019

  Programmer Analyst Trainee

  Roles & Responsibilities :*Worked as a Technical support engineer for internal applications for internal employees.*Worked on AD for ID creation, password reset and group access.*Handled O365 issues and client mailbox issue, Profile creation for O365.*Will connect customer machine via RDP and resolve the issues.*Installation of software in customer machines from backend such as Remote desktop, SSC etc..*Taken care of Salesforce requirement such as creating opportunities with clients and editing the data of user profile in salesforce CRM page.*Experience with Remote Control tools (RDP, Team viewer, Any desk & Screen Sharing via teams) *Taken care of incident Management and worked on priority, also taken care of escalation calls.*Provided many KB articles to team about shortcut trouble shooting issues. Show less

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  VWR, part of Avantor

  Sept 2019 - May 2021

  Senior Engineer

  Roles & Responsibilities :*Worked in Service desk L2 team and Access management for SAP Logon tool.*Acted as a coordination point between IT & Business and internally between all other IT teams.*SAP Access management - Account creation, access to different T-codes, password resets.*Handled a team with 5 members & audited their calls & tickets.*Handled Customer system performance issue and performed disk cleanup, temp/cache files clearing and increased the performance.*Used Remote Desktop Protocol tools such as TeamViewer, onedesk. Also experienced in using various ticketing tools like BMC Remedy, Service Now, HEAT etc.*Printer configuration (Physical & remote) will be taken care by our team.*Worked in SCCM for patch release/update.*Able to connect BU for their escalation related to SAP.*CMC Admin - worked in CMC for access and other technical requirements.*SAP Admin - Creating repository, Job server mapping, connecting to CMC, Database connectivity.*Used Service now tool for ticketing and handled SCRUM calls.*Internal application issues was supported by our team.*O365 issues were handled and resolved in L2 level. *Distribution list creation/Deletion and adding/removing members in the list.*VDI/Citrix issues were handled by our team.*SQL knowledge and able to worked on medium queries Show less

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  LTIMindtree

  Jun 2021 - Mar 2024

  Senior Software Engineer

  Roles & Responsibilities :*Knowledge on SQL and able to work on queries.*Worked with UK client project as Senior support engineer (Dixons), worked on their application issues and supported via call, Email and Chat.*Worked in Incident Management team and handled critical incidents & escalations over call with client.*worked with VDI, Active Directory, O365, VPN, Printer issues, OneDrive, MS-Teams, MAC issues, SharePoint issues as well as user device management and authentication issues of INTUNE for IOS/Android devices.*Worked with Capacity Management in Azure support for Microsoft where we will be guiding customer on handling their capacity based on their usage.*Handled a team of 10 members & guided them with project guidelines & protocols.*Worked as Problem manager based on project needs.*Involved in budget planning for complete project.*Also worked in Azure monitoring team for Disaster recovery.*Hands-on experience in Resources managing in Azure.*Worked on Tickets/Email & increasing the capacity based on their requirement.*Connect with Region owners and check about availability of capacity/Quota.*Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle using the incident management tool.*Provide OD and share to team for better resolution.*Follow strike policy and connect with customer based on their requested mode of contact and resolve the issue on priority.*Worked on Critical incident and handled escalations.*Worked in quality team and assessed client tickets, quality and DSAT Cases. Show less

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  CorroHealth

  May 2024 - now

  Senior Application Support Engineer

  Roles & Responsibilities :*Knowledge on SQL and able to work on queries.*Have a exposure on VMware, also handled data backup while doing the migration from windows 2012-2016.*Handling Client site windows updates & Application upgrades from start till end.*Experience with Agile and Waterfall methodologies. *Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle using the incident management tool.*Completely done a UAT for RingCentral phone tool from scratch till Go-Live and produced a full SOP to entire team, provided multiple KT session to new joiners on this tool.*Entry level idea in working with Power BI and DAX functions, data modelling and Data Analysis.*Provided multiple process documents to enhance the business needs.*Handling client applications and troubleshooting on L3 level.*Working on Tickets/Email/phone/chat on priority level.*Worked as Problem manager based on project needs.*Connect with stakeholders and gather the requirements & prepare a project charter with help of project manager.*Planned resource management & cost management for resources.*Handling team with 12 members & audited their cases on quality.*Experience in a SaaS environment.*Handling daily tasks in JIRA and cases in Salesforce.*Familiar with SLA compliance, First call resolution, Knowledge contribution, Issue resolved per shift, Escalation rate.*Experience in cloud computing platform such as Azure.*Have a good project management skills with cross functional teams to deliver project on time.*Knowledge on windows 2012,2016 servers and ITIL basic concepts. Show less