Shri Avinash Vivekananthan

+ Provided PC hardware and software support to end-user through email, phone and walk-ins + Troubleshot IT related issues (hardware, software, network, peripherals, VPN) + Completed and resolved over 3 Tickets daily to resolve technical issues including software failures hardware malfunctions.

+ Provided PC hardware and software support to end-user through email, phone and walk-ins + Troubleshot IT related issues (hardware, software, network, peripherals, VPN) + Completed and resolved over 3 Tickets daily to resolve technical issues including software failures hardware malfunctions.

+ Managed workload and priorities for Web initiatives + Applied knowledge of HTML, CSS, WordPress + Maintained and updated workflow of a foreclosure-related website in English + Setup a language switcher and developed the website in English using WordPress + Administrating in remote server uploading and backup maintenance of 3 projects.

+ Handled Human Resource functions including new hires, terminations, promotions and benefits + Oversaw all aspects of maintenance, help desk & training for Job Cost and Accounting + Maintain Cisco switches and routers for LAN network. + Maintain hardware and software licensing, tracking and purchasing. + Knowledge of various networking protocols such as TCP/IP, DNS, DHCP; and services for example POP, SMTP, SFTP, SSH

+ Handle and resolve any and all immediate Network (LAN, WAN, VPN, ISP, Firewalls) / Phone (Mobile & VoIP) / Computers issues in a timely manner. + Responsible for assigning tasks to support technicians and IT Helpdesk administration. + Maintained average helpdesk resolution time of 1. 5 hours per incident. + Managed user accounts, hardware updates and file server maintenance. + Maintained documentation of test results to assist in debugging and modification of software

+ Worked closely with development to facilitate software/ website releases + Shadowed Senior QA Analyst in daily roles + Gained an in-depth knowledge on using JIRA tool + Actively participated in QA team meetings to discuss testing process + Investigated bugs and interacted with developers, business analysts to resolve technical issues in Europe, Russia and India + Ensured that all products performed to written specifications regarding functionality, usability, performance, robustness, and reliability

+ Managed schedules and tracked projects to increase efficiency and productivity. + Communicated the bug status and test case coverage status on a daily basis + Developed and implemented well-defined test plans for testing that improved accuracy of QA results + Identified, reported, and managed defects in the defect tracking system resulting in a reduction of duplicate defects due to communication with the development team. + Recognized companywide for quick onboarding and domain expertise

+ Worked as a Relationship manager and consistently followed all services & procedures to resolve escalated customer service issues + Acted as the first line of communication in the absence of the manager + Hired, trained and supervised a staff of three employees + Provided exceptional service to existing clients and sought out strong businesses to develop new business

+ Logged, tracked and provided status reports of production issues + Identified software defects and submitted tickets via Bugzilla + Provided system and network administration support for Windows, OSX + Performed regular and system backups & restores + Configured, installed, supported, troubleshot laptops, desktops, and handheld devices for new users and update for existing user + Provided phone and remote desktop support to end-users