Karthik Suryanarayanan

• Over 7 years of experience in Production Support & Management. • Well experienced in LDAP support and troubleshooting authentication issues. • Created relevant knowledge documents for all new changes or applications on boarded. • Participated in project meetings and support the project teams on change releases. • Provided valuable suggestions and solutions based on the system specifications and changes. • Good hands on experience in UNIX Commands and basic SQL commands. • Thrived in challenging environments and managing project deliverables. • Eagerness to learn new technology, applications and tools. • Hands on experience on applications running in JAVA. • Good knowledge in SDLC and spearheaded on-boarding of multiple applications. • Managed user records and entitlements of Morgan Stanley employees. • ITIL Certified and strong working knowledge in Incident, Problem and Change Management. • Change Management Officer for change related activities. Reviewed and represented TCMs in CAB meetings. • Yellow Belt Six Sigma certified and have handy experience in process improvement & fine tuning. • Worked on Managing Dynamic, ACL, Automated groups and various tools. • Well trained in Data collection & log analysis of the LDAP servers. • Monitored health of services and troubleshoot connectivity issues. • Worked on scheduling Autosys jobs and batch jobs. • Resolved complex production problems and effectively communicated the solutions. • Coordinated with third party vendors and external clients. • Good experience in working on Service Now and generating Service Now reports. • Performed spot checks on Service Now tickets and ensured it adheres to the standard. • Worked on 24/7 shift model and On Call support. • Managed Have good experience in maintaining metrics and SLA compliance. • Investigated and resolved high priority issues. • Strong knowledge of MS tools including Word, Excel, PowerPoint, Visio • Exceptionally strong development, technical skills and man-management skills. • Demonstrated effective communication, presentation and confident resolution skills. • Demonstrated effective issue handling and best practice methods. • Ability to define problem by collecting data, establish facts, and draw valid conclusions. • Ability to develop and maintain strong customer relationship. • Possess self-motivation and determinant attitude. • Can work under no supervision and produce results.
Last Resume Update April 26, 2017
Degree Masters Degree
Experience 7+ to 10 Years
Category Information Technology, Communications and Entertainment
E-mail karthik3288@gmail.com
Phone Number 9179757125


 Work on service requests and issues reported by users in Service Now
 Experienced in creating Service Now reports.
 Responsible for maintaining SLA compliance on user requests and alerts.
 Chief Incident coordinator for all high severity incidents.
 Monitor server efficiency and health status and work on server related issues.
 Proficient in UNIX commands to perform log analysis to identify the root cause of the issue.
 Prepare process documents and knowledge articles and update periodically.
 Coordinate with Devlopment team during new releases and review runbooks.
 Created disaster recovery document.
 Perform periodic performance review of team members and provide constructive feedback.
WIPRO TECHNOLOGIES June 2010 - July 2013
 Troubleshoot issues related to user authentication using LDAP.
 Trained on Incident and Problem management process.
 Worked on weekend change related deployments.
 Gained experience in working on user tickets in Service Now.
 Monitored the health of servers and perform RCA on issues.
 Presented the functionality of LDAP to the new joiners’.
 Managing calls and helping customers resolving various issues during the call.
 Efficiently and effectively solving issues presented by customers over the phone.
 Won best performance award from the client twice for outstanding work in solving issues and appreciations from highly satisfied customers.


MBA in General Management
Bachelor of Engineering in Electronics & Communication