Ajay Kumar V Rao

AJAY KUMAR V RAO - |-| Indian EXECUTIVE SUMMARY • Senior Technical Support Specialist with over 9 years’ experience at top firms such as COGNIZANT, HCL. • Coordinated project delivery managing teams of 3-6 monitoring deployment, delivery and objectives, by acting as POC for all project stakeholders. • Self-motivated person with excellent communication and analytical skills. • Travelled to London, UK for project deployment and knowledge transfer. KEY SKILLS TECHNICAL SUPPORT • PROJECT MANAGEMENT • CUSTOMER SERVICE • ITIL • INCIDENT MANAGEMENT • PROBLEM MANAGEMENT • CONTENT MANAGEMENT • WORDPRESS • NETWORKING • CMS EXPERIENCE CONTENT SPECIALIST • OBJECT FRONTIER SOFTWARE PVT LTD• JAN 2020 - PRESENT • • • • • Handling technical support queries for Content Management System. Content Curation for more than 200 US News Websites. OTT App content deployment on hourly basis. Content Delivery Network maintenance. Handled Newsletter Signup process for 100 plus websites, Ingest of New contents for websites and OTT apps. Significant Achievements o Handled Project for deployment of bulk content publishing via CMS to more than 100 websites. o Written more than 30 SOP’s and documentation for the team. SENIOR CUSTOMER SUPPORT • HCL TECHNOLOGIES PVT LTD• DEC 2018 – DEC 2019 • Handling technical support queries for Employees of Apria overseas. • Identifying, Investigating and diagnosing technical issues reported. • Password Reset, Account Unlock, Basic AD User Maintanence. • Maintain daily, weekly, monthly reports of Incident/ Service requests. • Handling training for new employees, Floor support Escalation calls. Significant Achievements o Exceeded Clients expectation on various aspects like SLA and AHT. o Floor Support, and new hire training. SENIOR SYSTEM ANALYST • GAVS TECHNOLOGIES PVT LTD• AUG 2015 – JAN 2018 • • • • Handled network monitoring incidents. Attended weekly / Monthly MIS call with Clients. Handling Functional Escalation of Tickets from end users. Identifying, Investigating and diagnosing issues reported PROCESS SPECIALIST • COGNIZANT TECHNOLOGIES PVT LTD• SEP 2011 – AUG 2015 • • • • • • • Managed a team of 6 members Handling Functional Escalation of Tickets from end users. Identifying, Investigating and diagnosing issues reported. Represented particular client brand as a brand champion. Direct interaction with the UK brand champion(Client) to manage incidents. Handled major escalations and resolved critical cases without much damage. As Brand Champion, worked along with Problem management to identify and provide workaround for a particular problem in regards to the brand. • Handled KT for a new project, for which I was sent to London, UK for 3 months. Significant Achievements o Handled KT for a new project, for which I was sent to London, UK for 3 months. o Coordinated project delivery managing teams of 3-6 monitoring deployment, delivery and objectives, by acting as POC for all project stakeholders. EDUCATION BACHELOR’S DEGREE IN ENGINEERING • 2010 • ANNA UNIVERSITY, CHENNAI, INDIA - Distinction - Specialisation in Electronics & Instrumentation TECHNICAL SKILLS Ticketing Tools: ServiceNow, JIRA, Remedy Databases: SQL, MS Access. Operating System: Windows, Mac Certifications: ITIL Foundation Well versed in Incident Management, Problem Management and Content Management. MISC INFORMATION Nationality: Indian Languages: Fluent in English, Tamil, Hindi Technical Skills: Networking (Windows, Mac), Hardware Troubleshooting, CMS. Availability: 1 Month’s Notice Travelled to: London, UK for Project deployment and Knowledge Transfer. DECLARATION I hereby confirm that the information given above is true and correct to the best of my knowledge. AJAY KUMAR V RAO