Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Vini Saseendran Nair

Ajax,ON

Summary

  • Experienced Software support engineer with over 10 years of experience in Software support role.
  • Excellent troubleshooting skills in resolving problems and improving customer satisfaction.
  • Willingness to take on added responsibilities to meet team goals.
  • Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills.
  • Dedicated support professional with history of meeting company goals utilizing consistent and organized practices.
  • Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
  • Excellent communication and good judgment.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Application Support Consultant

CIBC
01.2016 - Current
  • Perform root cause analysis on various incidents by checking code and server logs.
  • Monitor scheduled jobs and cron jobs and take appropriate actions on job failures.
  • Coordinate with teams to resolve production issues based on Service Level agreements.
  • Prepare Enterprise change management plan and perform code deployments in various environments.
  • Perform deployments and coordinate implementations.
  • Ensure to send status report to stake holders on timely manner.
  • Act proactively when Prod issue is occurred .Jump onto conference call to inform appropriate teams and perform code back out.
  • Ensure 100% uptime of application. Making sure no service outage or Business impact and act proactively by implementing monitoring mechanism.
  • Intake submissions for various application changes and making sure to pass correct information to intake leads for them to engage vendors or Technology Operations teams.
  • Manage Change management activities including change Ticket creation [Emergency/Expedite/Normal/Fast lane]and constant communication with change teams and stake holders for Approval.
  • Obtain Service Waiver Approval from stake holders if change going to cause service outage.
  • Started the role of Scrum master for Salesforce Migration Project. [PSM & DASM certified]
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Developed and maintained courteous and effective working relationships.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Resolved problems, improved operations and provided exceptional service.
  • Improved operations through consistent hard work and dedication.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Served customers and followed outlined steps of service.
  • Identified issues, analyzed information and provided solutions to problems.
  • Participated in team-building activities to enhance working relationships.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Used coordination and planning skills to achieve results according to schedule.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Team Lead

USTGlobal
Trivandrum, Kerala
01.2010 - 01.2015
  • Handled L2 technical support calls from customer technical helpdesk departments and helped to diagnose and resolve issues based on SLA for one of biggest US based retailers
  • Consulted PDP (Problems Description Procedure) document to research and implement solutions
  • Document solutions for new issues which is not in PDP.
  • Communicated regularly through VC and VOIP with client and onsite counterpart on daily basis to discuss all outstanding issues and open issues and identified solution to problems
  • Gained client confidence for proactive approach and prompt solution to given problems
  • Worked closely with client in another country with regards to training opportunities
  • Developed UNIX script which reduced manual effort
  • Provided root cause analysis by checking code, client server logs and DB logs
  • Monitored application servers CPU utilization, Disk space usage and ensure 100% application uptime and monitored effectively HP BSM
  • Provided effective documentation of new problems and kept PDP updated
  • Identify wider spread issues by recognizing patterns / trends in reported issues
  • Followed KTLO (Keep the Light On) policy and ensured 100% uptime.
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Took on additional job duties during unexpected backlog, resulting in meeting project target date.
  • Continuously checked products for quality assurance according to strict guidelines.
  • Participated in cross-functional team-building activities.
  • Instructed junior team members on protocols and procedures of each station to maximize contributions.
  • Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.

Education

Masters - Master in Computer Applications

Mohandas College of Engineering
INDIA
03.2009

Bachelor’s Degree - Physics

NSS College, Kerala University
INDIA
03.2006

Skills

  • Provide front-line advice service to end-users on software and hardware related problems
  • Strong support knowledge of PC hardware, Microsoft operating systems (2000, XP & Vista, Windows 7), Citrix and Network trouble shooting
  • Familiar with network, LAN and TCP/IP concepts
  • Expertise in software testing with solid understanding of various SDLC methodologies
  • Language: Java , C, HTML, XML , Linux scripting , SQL, NET
  • Server : UNIX, Solaris, Linux, Windows
  • Databases: Oracle, My SQL, MS SQL server, DB2
  • Tools: SQL developer, Toad, Putty,Squirrel, My SQL query browserMS Sql server studio 2008
  • Development Framework : Eclipse, Netbeans
  • Cloud-based Application Support
  • Application support
  • Technical application support
  • Live chat support
  • Engineering support
  • UAT support
  • Technical applications implementation

Accomplishments

  • Rated as Outstanding Performer of the Year 2014 [USTGlobal , India]
  • Rated as Outstanding Performer of year 2021 [CIBC, Canada]
  • Client Appreciations Award for hardworking and dedication towards work.
  • Received Technocrat rewards Participated in Application Technical training program conducted at Manila in the month of April 2015.
  • Granted long term Onsite Opportunity [United States] in the month of July 2015.
  • Achieved awards by completing the tasks with accuracy and efficiency.

Certification

  • PROFESSIONAL SCRUM MASTER™ I - 2021
  • Disciplined Agile Scrum Master -2021
  • ITIL Certified -2015
  • Preparing for PMP. Targeting in 2022

Timeline

Senior Application Support Consultant

CIBC
01.2016 - Current

Team Lead

USTGlobal
01.2010 - 01.2015

Masters - Master in Computer Applications

Mohandas College of Engineering

Bachelor’s Degree - Physics

NSS College, Kerala University

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Vini Saseendran Nair