Venkataraman R

Venkataraman Ravikumar
Email : Venkataramanravikumar699@gmail.com
Ph: +91-9677115881
Experience Summary
 A highly results-oriented individual with over 4 years of experience in L2 Service desk engineer.
 Laid framework for future interactions with highly escalated clients to ensure proper handling of
cases, and to prevent further escalation.
 Assist with the creation of user documentation and internal knowledge base.
 Handled responsibilities of providing second-level technical support to customers.
 Handled the tasks of ensuring that the quality of troubleshooting met the standard guidelines.
 Responsible for training new engineers.
 Timely coordination with internal team and divisions within and outside the organization on
technical needs and risen the potential issues affecting the schedule and taken corrective action.
 Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements.
 Provide specialized investigation and diagnosis of all Incidents and Service Requests.
Technical Skills
Operating systems : Windows 7, 8 and 10

Ticketing Tool : Service-Now, HPSM, OTRS
Applications : Active Directory, Lotus Notes, Microsoft exchange.
Remote Tools : Dame Ware Control, LMI
Network Monitoring Tools : PRTG, NAGIOS and Zabbix
Professional Experience
Checkpoint Systems ALS Pvt Ltd (February 2018 – Present)
Designation: Support Analyst
Roles and Responsibilities
 Actively monitor the Check-Net application, servers and central order flow.
 Perform issue analysis, troubleshooting and undertake immediate effort in order to restore
failed IT service as quickly as possible.
 Flag recurring issues or problem areas and participate in the analysis and resolution process.
 Processes service requests (order manipulation, system configuration updates, accessibility)
 Keep stakeholders informed on progress and timeline projections.
 Maintain and prioritize ticket backlog based on urgency and impact.
 Provide estimates of duration and effort required to complete tasks.
RR Donnelley Global Outsourcing Ltd, Chennai (November 2015 – January 2018)
Designation: L2 Desktop Support Engineer
 Providing Level 2 Support for technical issues to RRD Employees throughout Asia.
 Providing support on multiple application software like MS Office, Adobe Reader/Writer, ERP,
Win Zip and Win RAR
 Installation and Configuration of email clients like Microsoft outlook and outlook express
 User ID Creation in Active Directory, OU Creation, Group Creation, Reset password for AD users
and Moving User from one OU to another OU
 Setting permissions to users and groups in AD and controlling Group Policies
 Monitoring and tracking of various network services ,servers through monitoring tools like PRTG,
NAGIOS, Solarwinds and Zabbix
 Working with application teams to install, improve or deploy updates to their applications
installed in Citrix.
 Remote desktop connection - To take the users desktop on remote for trouble shooting issues
and to take the servers on remote to modify the user’s accounts and access permissions. Tools
used: Dame Ware Control
 The hosting of technical conference calls and management of incident communications.
 Post Incident reviews with Problem Management to ensure that all ensuing activities around the
RCA are progressed correctly.
Tern Engineering and Construction Services Pvt Ltd. & C2CCS (June 2013 - October 2015)
Designation: MEP Engineer
 As an MEP Engineer worked as a quantity surveyor and Bill of Quantity forming for many Middle
East construction projects.
 Coordinating and negotiating with vendors towards newer technologies and pricing.
 Summarizing and providing the finalized quantity take off for all MEP services by integrating
values in the BOQ sheet.
Education
 Bachelor of Technology in Electrical and Electronic Engineering, Sastra University.
Personal details
Date of Birth : 25-03-1992
Contact details : No: 37B, yes yes royal apartments, Tiruvengada nagar, Ambattur-53.

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Venkataraman R

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Venkataraman Ravikumar

Operating systems : Windows 7, 8 and 10

Checkpoint Systems ALS Pvt Ltd (February 2018 – Present)

Designation: Support Analyst

Roles and Responsibilities

Designation: L2 Desktop Support Engineer

Roles and Responsibilities

Designation: MEP Engineer

Roles and Responsibilities

 Bachelor of Technology in Electrical and Electronic Engineering, Sastra University.

Date of Birth : 25-03-1992

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