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Регистрация: 19.09.2023

Senthil Kumar N

Специализация: Product, Platform Support / Operation Specialist
AWS CRM Confluence Requirement Management Team Lead Web Application Testing Анализ требований Разработка продукта Управление продуктами
AWS CRM Confluence Requirement Management Team Lead Web Application Testing Анализ требований Разработка продукта Управление продуктами

Портфолио

AOL Inc.

Support AOL users / Clients with using the AOL software. Search : This was later taken over by Google Search. It was leading ISP for US. Support users with AOL email, storage, migration etc. Contribution / Achievement: • Exceled in ACE & Tech Training Program. • Star contributor for Best Team Aug 2005 , Sep 2005 , Mar 2006 , Jun 2006.

CMC Ltd.

Onsite Software support : - Installation, Training & orientation of users to use the Insurance Software (2 Tier Architecture – Oracle 9 Database with Desktop Clients supported with Forms and Crystal reports). - Train the Managers to maintain the server backups. Contribution / Achievement : • Designed & implemented enhancement to UI forms for the Endorsement for Group fire insurance Policy to add customers / groups under the Main policy – Which was specific requirement for Sivakasi Fireworks / match factories. This was designed & implemented at the Office site. • Help with Trial balance and Marine insurance / motor insurance enhancements – specifically making the Vehicle registration number as the Primary Key for Motor insurance.

IBM Global, D&B

Support RAM application (Risk assessment Manager) Standalone and Enterprise version, hosted in house D&B or custom hosted at client Sites. Standalone version RAM with Sybase database and C++ UI ; eRAM – 3 Tier Architecture , with Oracle / MSSQL Database, Apache Tomcat server , supported on Browser UI for users Contribution / Achievement: • Manual testing of the ERAM website & help improve the UI. • Train Team members for eRAM application support & set high performance standards for the Team. • Trained the Team for Seibel R2 integration. • Hosted the KB site and maintained the KB articles for the support Team. • Collaborate with QA Heads in US & respective scoring / feedback for the Agents in the Team. • Circulate the weekly reports for the Tickets & escalations for the Dev Team & Share feedback.

Скиллы

AWS Architecture
Collaborative Problem Solving
CRM
CRM Integration
Cross-team Collaboration
Environment, Health & Safety
Industrial safety
Knowledge Management
Knowledge management, Product Management, Technical support, Cross Team Collaboration
Knowledge Sharing
Performance Reporting
Reporting & Analysis
Requirement Analysis
Six Sigma Green Belt
Team Management, CRM, Performance Reporting, reporting & analysis
Team Mentoring
Technical Support
Web Applications
Workplace safety

Опыт работы

Support Engineer
CMC Ltd.
Oracle
Onsite Software support : - Installation, Training & orientation of users to use the Insurance Software (2 Tier Architecture – Oracle 9 Database with Desktop Clients supported with Forms and Crystal reports). - Train the Managers to maintain the server backups. Contribution / Achievement : • Designed & implemented enhancement to UI forms for the Endorsement for Group fire insurance Policy to add customers / groups under the Main policy – Which was specific requirement for Sivakasi Fireworks / match factories. This was designed & implemented at the Office site. • Help with Trial balance and Marine insurance / motor insurance enhancements – specifically making the Vehicle registration number as the Primary Key for Motor insurance.
Customer Support Executive
AOL Inc.
AOL software
Support AOL users / Clients with using the AOL software. Search : This was later taken over by Google Search. It was leading ISP for US. Support users with AOL email, storage, migration etc. Contribution / Achievement: • Exceled in ACE & Tech Training Program. • Star contributor for Best Team Aug 2005 , Sep 2005 , Mar 2006 , Jun 2006.
Customer Support Executive / Team Lead
IBM Global, D&B
Oracle / MSSQL, Apache Tomcat server, C++ UI
Support RAM application (Risk assessment Manager) Standalone and Enterprise version, hosted in house D&B or custom hosted at client Sites. Standalone version RAM with Sybase database and C++ UI ; eRAM – 3 Tier Architecture , with Oracle / MSSQL Database, Apache Tomcat server , supported on Browser UI for users Contribution / Achievement: • Manual testing of the ERAM website & help improve the UI. • Train Team members for eRAM application support & set high performance standards for the Team. • Trained the Team for Seibel R2 integration. • Hosted the KB site and maintained the KB articles for the support Team. • Collaborate with QA Heads in US & respective scoring / feedback for the Agents in the Team. • Circulate the weekly reports for the Tickets & escalations for the Dev Team & Share feedback.
Team Manager
IBM Daksh
.
To lead a Team of 10-15 members for Voice Banking Process. Contribution / Achievement: • Create & maintain Shift Roster for the Floor (5 Teams – 200 members). • Take part in Call calibration and scoring of Voice calls. • Achieved the best scores for upselling & Team building. Implemented special drive for best working hours, which improved the productivity of agents – Helped improved performance for underperforming Agents.
Software Consultant
с 03.2013 - По настоящий момент |ISI Markets, CEIC Data, Shravas Technology Ind Pvt. Ltd
.
Software Consultant, Sr. Support, L2 support, Support Lead, Support / Ops Specialist. CRM Support Process. Contribution / Achievement: • Proposed Enhancements & Testing of the Browser resolution project for the WEBCDM Dev Team. • Special hosting of the Demo Videos in CEIC data.com and maintained the Site HTML Pages for CEICdata. • Supported the CDM software application and maintained the KBs for the CDM application. • Coordinating the stress / load testing of the SA X12 /13 function when newly introduced. • Played major part during development & deployment of CDMNext website. Collaborated extensively with the Development and QA Team and supported from the inception of the CDMNext platform. • Supported the innovation for add-in for CDMNext in Excel . • Major suggestion to allow the Matlab & R format for download options in add-in . • Contributed for diagnostics page for the CDMNext website. • Major Contributor in collecting the use case / Client stats for enhancement to create Change Management requests to the Product Team. • Pivotal to propose the X12 / 13 Arima function for CN New year. • Pivotal in designing of the Diagnostics page for CDMNext, which helped Troubleshooting much easier. • Major contributions for KBs for all the new releases for CDMNext & Add-in. • Keen on monitoring and escalating the Tickets for Dev Team for the CDMNext Performance – helped to achieve the best SLAs. • Constant and very regular in publishing the weekly stats of the Tickets and Module wise breakup of Tickets, which helped detailed and micro analysis for the Product / Platform performance to identify area of improvement. • Major proposal to import user data / custom data into CDMNext & further analyze.

Образование

Management
Bangalore University

Дополнительное образование

PGGCA
CMC Ltd.
MBA-HR
Mysore University

Языки

АнглийскийСвободно владеюТамильскийРоднойХиндиСредний
AWSCRMConfluenceRequirement ManagementTeam Lead