Muthukumar Balasubramanian Email & Phone Number

India

Hyderabad

• ITIL V3 Foundation Certified professional with nearly 16 years of experience in Technical Support, Enterprise Solutions, Customer Support, Delivery Management, Infrastructure Management, etc.• Hard working and energetic manager and top-rated Support Manager with more than 9 years leading dynamic Support teams. Focused on customer experience throughout all stages of the issue/incident life cycle. Exceptional drive and dedication to ensure company goals are met and exceeded.• Possess broad competence in strategic management with the distinction of driving new Support initiatives, & contributing in achievement of organizational objectives• Passionate Customer Service Leader – adept in resource administration with a proven record of analyzing processes & workflows, assessing their efficacy, relating to business plans & goals and solution instrumentation• Excellent written, communication, inter personal, liaison and problem solving skills with the ability to work in multi-cultural environmentCore Competencies• Planning and analysis of Support operations along with managing short / long term budgets for the support organization• Implementing/Influencing of staffing project plans within pre-set budgets • Mapping the requirements and providing customers the best solutions involving evaluation and definition of scope of project and finalization of program / project requirements• Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to SLAs and work processes ensuring operational efficiencies• Analyzing requirements for staffing and resource management• Conceptualizing & developing training & development initiatives for improved productivity, building capability and quality enhancement• Conceptualizing & implementing strategies for acquiring business from clients and effectively using the potential of existing accounts• Cross Functional Leadership across multiple groups

Investigate technical problems to determine the root cause and forward findings to Sustaining Engineering. Perform Problem Source Identification (PSI) through the use of code debuggers and the inspection of code logic. Research and investigate complex questions or CA product defects for the product line. Use traces, dumps, debuggers, reviewing product source code, or other software tools as a precursor to involvement by the Sustaining Engineering team. Use available technology such as scripting languages to provide workarounds or solutions for customers. Provide technical leadership to the global support community; establishes community forums, writes papers, review knowledge documents and provide training to engineers within the same community; occasionally required to provide training for customers. Provide visible technical leadership across the global product line; foster the technical community, identify cross training opportunities and drive timely technical reviews of knowledge management content. Work to improve the team's performance, product capabilities, and customer satisfaction. Collaborate with the Support Planning team for the product line to drive direction through enhancements or fixes that are considered predominant issues by the customer base or user group. Advocate for the improvement of RAS (Reliability, Availability, Serviceability) technology Participate as required with the Planning Team for the entire PRIME lifecycle of the product line. Contribute to reviews and product requirement discussions with the Development team. Lead the team effort to resolve escalated support issues. Participate in user group seminars, webinars, or sessions to help educate the customer base

Currently working as a Specialist and primary focus on Disaster Recovery.Responsible for doing Product Research on SAN Technologies, Tape Libraries and Tape Units. Reproducing Client's Environment on H/W Related issues and troubleshooting them by reviewing the Tape Logs and identifying the problem causes.Responsible for doing Product Research and reproducing the client's Environment to check the problem status on EXCHANGE AGENT ANDEXCHANGE BACKUP AND RECOVERY PROCEDURES and Disaster Recovery Scenarios.Helping Technicians resolve the issues quickly and helping them reproduce the issues by setting up the Environment.To interact with the Level2 Team [Bug fix Team] and provide inputs on the problem status and steps done to reproduce the problem.Worked as a Technology Consultant in Global Technical Support Center Located in Tidel Park, Chennai.Providing Techincal Support to Computer Associates Inc., Clients in North America, United Kingdom, Australia and South Africa On their Storage Management Solution i.e BrightStor Arcserve Storage Products, Etrust Antivirus, BrightStor High Availability Installing and Configuring Tape Libraries, Tape Drives [DLT/DAT/SDLT]Good Working Knowledge of SAN Technology [Fibre Optic Channels/ Hubs] Organization: TRIGENT SOFTWARE LIMITED, BANGALOREAs a System Administrator, responsible for the following activities.Installation and network configuration of Windows NT, Windows 2000 Servers and Workstations.Installing and configuring Proxy Server.Design, Implementation, Administering, Performance monitoring of Enterprise Server Networks.Configuration of Remote Access Service.Extending technical support to the clients.Giving Training on network products and softwares.Was sent to TRIGENT SOFTWARE INC BOSTON - MA for a period of 4 months to carry out specific tasks like configuring the Routers and implementing Firewalls and Migration of Exchange Servers.