KARUNAKARAN MEIYAPPAN

Worked in Medidata Support process at Cognizant Technology Solutions (March 19, 2019 – Present)

• 24 months experience as an Application IT Support Technician, assisting end users with various application-related issues
• 3+ years of experience as an L1.5 and Critical Incident Manager, handling critical incident tickets
• Managed critical incidents, coordinating across support teams to resolve issues while maintaining operational efficiency
• Drove proactive incident management through continuous monitoring and health checks of servers and applications using the ServiceNow ticketing tool
• Led incident management bridge calls involving cross-functional teams, ensuring swift resolution of high-impact issues
• Managed and executed change management processes, including vulnerability and performance assessments to prevent major incidents
• Ensured adherence to ITIL processes for incident handling, SLA management, and escalation protocols, including RCA and CAPA
• Responsible for daily operations, monitoring systems to ensure all servers, networks, and infrastructure are up and running, providing high reliability and availability
• Used Zendesk ticketing system to manage and process support actions and requests
• Managed high levels of inflow and responded to customers’ technical support needs
• Documented support interactions with users for future reference
• Created user accounts and assigned permissions
• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Resolved a diverse range of technical issues across multiple applications for customers and end-users across various time zones

Worked in the US mortgage process at Cognizant Technology Solutions (September 19, 2016 – March 19, 2019)

• Managed filing systems: Organized and maintained both physical and digital filing systems, ensuring easy retrieval of documents and efficient data management
• Entered data and completed clerical tasks: Accurately input data into various systems and performed routine clerical duties such as photocopying, scanning, and mailing
• Assisted co-workers and staff members with special tasks on a daily basis: Provided support to team members by handling special assignments, facilitating smooth workflow, and enhancing team productivity
• Completed team data reports, logs, and daily records: Compiled and maintained comprehensive reports, logs, and records, ensuring timely and accurate documentation for management review and decision-making
• Coordinated with different departments: Worked closely with various departments to gather necessary information and ensure seamless communication and collaboration
• Maintained confidentiality: Handled sensitive information with discretion, ensuring compliance with company policies and data protection regulations
• Improved processes: Identified opportunities for process improvements and implemented changes to enhance efficiency and accuracy in data management and clerical tasks