Sunil Kumar Amalaraj

Experience

• 

  ADDR.com Technologies Pvt Ltd

  Jun 2005 - Nov 2006

  Technical Support Representative

  • Configuring DNS entries, Apache webserver, MySql, mail settings, Majordomo mailing list, customizing spam filter using procmail, • Monitoring excessive usage of disk space and bandwidth.• Debugging of PERL, CGI scripts, JAVA code, HTML code• Verifying active websites and disabling accounts which are against company policy. • Maintaining and troubleshooting servers using UNIX commands and customized perl/shell scripts.• Interacting with international customers via email, online chat and VOIP phone. Show less

• 

  Akamai Technologies

  Dec 2006 - Feb 2021

  Drive customer satisfaction through regional ownership and appropriate escalation of issuesProactively and reactively engage customers via multiple mediums Involved in Sales lead generation process and contributed to inside sales targetsOperations including SLA, Queue and Escalations managementDevelop and document processes and procedures for improving efficiencies and decreasing response times. KB management Metrics and performance reviewsRepresent Akatec in Change, Incident and Problem Management meetingsHiring, training, mentoring, performance evaluation and career development of Akatec staffMaintain a positive, respectful, team-first attitude and lead by example at all timesEffectively communicate relevant details in a timely manner to staff and management Show less • Responsible for shift operations e.g. Case assignments, Backlog Management, ACD Management, Individual Q reviews, New hire Training/Mentoring• Provide feedback to team based on CSAT• Active participant in lateral hiring in addition to campus hiring• Worked on and assisted with both Webex and Media cases while managing the shift• Ran Hotcase meetings wherein we would discuss Hot Issues, Escalations, Service Incidents etc. The idea was to enable good technical dialogue within the team and to ensure continual knowledge transfer Show less *Helped with escalations while working on Webex and Media T1 cases*Managed issues-specific to cross-functional teams that include Engineering, Operations, Sales, *Professional Services and Account Management representatives.*Trained and Mentored New/Existing team members*Scheduling and sitting in on Whiteboard sessions for individuals to help them scale/grow*Conceived and fulfilled requirements on tools/processes to enhance support across divisions in the company.*Handled the responsibility of monitoring and avoiding incorrect metadata files being pushed on the *Akamai network which could compromise the network*Subject Matter Expertise on two Akamai products*Led the Deprovisioning Project to reduce the resources used by current and discontinued Customers. Show less

  • Senior Manager - Technical Services/Support (ASEAN/APJ)

    Jul 2018 - Feb 2021

  • Manager. AkaTec (South Asia/India)

    Apr 2015 - Feb 2021

  • Manager. AkaTec (North Asia)

    Mar 2015 - Oct 2015

  • Lead. AkaTec (Customer Care)

    Jul 2012 - Mar 2015

  • Sr. Technical Solutions Engineer

    Dec 2008 - Jun 2012

  • Technical Solutions Engineer

    Jul 2007 - Nov 2008

  • Technical Support Representative - CNOC

    Dec 2006 - Jun 2007
• 

  Google

  Feb 2021 - now

  Solutions Engineering Manager, Workspace