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