Anandharaj R
Chennai
Summary
To work in a challenging environment that will allow full utilization of my abilities and where I will have the opportunity for continuous growth and development.
13+ years of experience in Information Technology with strong background in Application\Production Support in Linux\Windows\Network. 4+ years of application support in Hadoop/Hive ecosystem. 4+ years of AWS connect implementation and application support. Ability to communicate well and get to the core of errors to provide and effective. Analyze technical issues reported and prioritize daily tasks. Assist the clients through e-mail and on the telephone as well. Ability to handle different clients and different systems simultaneously. Adapt quickly to new technologies to meet business objectives. Outstanding interpersonal, team building and communication skills. Takes initiative and works independently or as part of a team.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Technical Specialist
Servion Global Solutions
10.2023 - 06.2025
- Servion has developed IVR applications called as OCS (One Call System) for Ministry of Education for Singapore using Amazon Connect.
- Agents are receiving the customer calls through our OCS application. We have two departments for HR and CSC. Each department has its own DID number.
- Customer makes a call to agent to clarification/doubts, inquiry, Children admissions, TC, Scholarship those details.
- Customer using their NRIC number (National Registration Identity Card) to get their children account balance. Those details sent through SMS.
- We built Call flows, Routing profiles, Agents profiles, Hours of operation timings, create agent user account and modifying their AWS Connect privileges.
- We are using SAAS 3rd Party Platform reporting details such as Agent report, Agent Login/Logout, Agent working hrs, Idle time, SLA call details through Emite.
- For call recording purpose, we are using 3rd Party Platform as Calabrio to store the customer and agents conversion end-to-end on Calabrio their Cloud storage.
- We are modifying the existing call flows as per the customers requirement and also create a new call flows depends of their needs.
- We are maintaining Developing, UAT & Production servers.
- We are periodically upgrading Windows & UNIX servers patch upgrading to ensure the system securities.
- OCS application would display the customer's information (Phone Number, NRIC, Address, etc) and previous interaction details when the caller gets connected to the agent.
- A survey flow would be provided, which would be offered to the caller/customer once the agent assistance is completed. A web-based survey report would also be provided.
- An Administrator application (along with UI) would be designed and developed for the administrator to configure the holidays, host maintenance and business hours for the IVR application and Contact Centre.
AWS Implementation/Support Engineer & POC
Servion Global Solutions
03.2020 - 06.2025
- Servion has developed IVR applications for Johnson and Johnson Vision Care for Malaysia, Singapore and Indonesia locations, using Amazon Connect.
- For Malaysia and Singapore, the IVR applications would have a standard lingual offering in English throughout the flow. The flow for Indonesia would be offered in English & Bahasa.
- An Agent Desktop Application (Servion Unified Desktop) would be provided as a licensed deliverable for the agents' and supervisors' usage with dashboard configuration and report.
- This agent application would display the customer's information (Account Number, ECP, Address, etc) and previous interaction details when the caller gets connected to the agent.
- A survey flow would be provided, which would be offered to the caller/customer once the agent assistance is completed. A web-based survey report would also be provided.
- An Administrator application (along with UI) would be designed and developed for the administrator to configure the holidays, host maintenance and business hours for the IVR application and the Contact Centre.
- Abandon Call Historical SLA Report would be provided.
- 3 Custom Historical Reports (Wrap-up, Agents & Skillset) would be offered.
Sr.Engineer (Sr.Application Support)
Servion Global Solutions
05.2014 - 02.2020
- ClickFox is the only company in the marketplace offering a comprehensive cross channel solution capable of easily aggregating data from all customer touch points and from other limited analytics sources, such as speech analytics, web analytics, quality monitoring, agent scoring, workforce optimization and beyond.
- By transcending a limited single channel view, ClickFox’s Customer Experience Analytics (CEA) solution uniquely enables enterprises to understand the 'total customer experience' across all customer interaction channels - to connect the dots and make sense of the complex choices of customer interactions that drive revenues, loyalty, and defections.
- Responsible for executing and monitoring jobs according to established 24/7 schedule.
- Providing maintenance support for the CEA application by analyzing the logs and executing queries in DB.
- Support daily automated data file collection and processing for our clients.
- Analyze and resolve/escalate production job/process failures.
- Perform root cause analysis and job execution corrections for long running production jobs.
- Ensure extract files, data feeds, and data loads related to source / target systems are processed for internal and external CLICKFOX customers.
- Correct any data required to allow processing in all applications and up/downstream systems.
- Catchup / Recovery procedure for applications during the planned & unplanned outages.
- Responsible for monitoring the system availability and initiating work related to outages.
- Maintain SLAs with Click fox internal and external customers.
- Involved in Production/UAT deployments.
- Subject Matter Expert (SME) for the account ‘Sempra Utilities’.
Software Engineer
Diacritech Technologies Pvt Ltd
10.2010 - 04.2014
- File Management System is a web based automated intranet solution for E-Publishing Industry.
- It is providing ERP capabilities to all type of users in E-Publishing.
- It is the platform to tracking the jobs of E-Publishing by general manager, team managers, shift managers, team leaders, paginators, Graphics dept, trainees, accountants, customer service, executives, logistics guys, Billing guys, admin, hr executives, hr manager and receptionists everybody who are working in diacriTech technologies under E-Publishing can track their jobs, download upload their files and get the reports with some privileges.
- This Project flow is starts from Customer Service Department and end with Customer Service.
- We have the special service for the special clients in File Management System. That is special customers can just post their job order to FMS and those jobs can be get by customer service executives of diacriTech.
- Understanding the purpose and objectives of the project.
- Ensuring a correct balance between project and non-project work.
- Working to timescales and within cost constraints.
- Reporting progress against plan.
- Producing the deliverables/products to agreed specifications.
- Reviewing key project deliverables/products.
- Identifying issues.
- Identifying risks associated with the project.
- Working together as a team.
- Contributing towards successful communication.
- Contributing towards positive motivation.
Education
Master of Computer Science -
Paavai College of Engineering
Namakkal08-2010
B.Com -
St.Joseph’s College of Arts And Science
Cuddalore07-2007
Higher Secondary -
St.Joseph’s Higher Secondary School
Cuddalore05-2004
SSLC -
St.Joseph’s Higher Secondary School
Cuddalore05-2002
Skills
- Ability to communicate well and get to the core of errors to provide effective solutions
- Analyze technical issues reported and prioritize daily tasks
- Assist clients through e-mail and telephone
- Ability to handle different clients and systems simultaneously
- Adapt quickly to new technologies to meet business objectives
- Outstanding interpersonal, team building, and communication skills
- Takes initiative and works independently or as part of a team
- Trained shift members on relevant issues and provided KT
- Created knowledge base documents for frequently asked questions
- Diagnosed and resolved technical issues for clients in a timely manner, ensuring
minimal downtime - Managed ticketing system, ensuring all support requests were addressed in
accordance with SLAs - Participated in after-hours on-call rotation to provide 24/7 support for critical
issues - UNIX,Mysql,Hadoop Eco System,AWS Cloud Services,ITIL,Servicenow,Salesforce
Certification
- AWS Cloud Practitioner Certification
- Hadoop Data Analyst Training at Xebia Technologies
- Hadoop Administrator Training at FITA Institute
Languages
- Tamil
- English
- Telugu
Personal Information
- Father's Name: Rajaram S
- Date of Birth: 07/13/86
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Technical Specialist
Servion Global Solutions
10.2023 - 06.2025
AWS Implementation/Support Engineer & POC
Servion Global Solutions
03.2020 - 06.2025
Sr.Engineer (Sr.Application Support)
Servion Global Solutions
05.2014 - 02.2020
Software Engineer
Diacritech Technologies Pvt Ltd
10.2010 - 04.2014
Master of Computer Science -
Paavai College of Engineering
B.Com -
St.Joseph’s College of Arts And Science
Higher Secondary -
St.Joseph’s Higher Secondary School
SSLC -
St.Joseph’s Higher Secondary School
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