1. CURRICULUM VITAE
Mobile:+91 9880677521
BHARATH KUMAR C Email: cbk_bharath@yahoo.co.in
Experience Summary
6.6 years’experience inITindustry,currentlyworkingasa Senior Product Support forPeopleWorks
(Divisionof CrossdomainSolutionsPvtLtd)
4.4 Years of experience inproviding Business Applicationsupport, understanding business software and
managing various projects and vendors
2.2 Years of experience in providing support to business critical banking applications.
Profound knowledge of developing procedures for operations as per ITIL framework
Extensive work with configuration design, implementation, testing, support and maintenance.
Able to express ideas and communicate with non-technical users as well as hardware/software
technicians.
Professional Experience
CurrentlyWorkingas SeniorProduct Support at PeopleWorks,Bangaloresince Dec2015 till date
Workedas SeniorEngineerat Volvo IndiaPvt Ltd, Bangalore fromSep 2012 till Dec2015
Worked as a Senior Reconciliation Analyst in INFOSYS, Bangalore from June 2010 till Sep 2012.
PROJECT HANDLING IN PeopleWorks
Roles and Responsibilities:
UnderstandingStakeholders,Clientsandcustomers business need and fulfilling their requirements
Managing, validatingandtestinginrespective Environmentonnew CR’s
Implementing and testing in QA environment for new releases and CR’s before go-live.
Ensuring Application Delivery by following best practice and principles
Updating and fine-tuning support process and work flow to assure best practice
Assuring productivity and effort from myself and the team for enhancement
ConstanttouchwithClientsviaphone,emails,meetingsandonlinetoolsonNew Releases,CR’s,case
statusand solutions
Conducting surveys and performance monitoring on the product for continuous improvements
Technical Skills:
Tool : Sapphire/Bugzilla
OperatingSystems : WindowsServer(Cloud)
Database : MicrosoftSQL 2012
2. Language used : .NET,C,C++ and Java;
ApplicationServer : IIS
Workingindatabase based,integrationsandinfraonthe supportrequirement
Co-coordinatingwithinternal teamsandupdatingcustomerduringrelease.
Updatingthe current statusand new functionsinternallyandexternally
Validatingbusinessrequirementandbuildingprocess,foundationandroadmapstoachieve
PROJECTS HANDLED AT VOLVO IT
Project (1): DBS ASIA FDsupport
Tool : BMC Remedy, VINSTandMicrosoftSQL server2008.
Duration : Sep2012 to Dec 2015
Team Size : 16
Role : SeniorEngineer
Description:DealerBusinessSupport(DBS) isanorganizationwithinVolvo ITthatprovidesITsupport to the
VolvoGroupRetail Community (Salesportal andAftermarketApplications)- dealers,workshopemployees
and Volvopersonnel intheireverydaywork.DBSASIA FrontDeskisa SupportTeamthat is focusedon the
applicationsmentionedbelow.Thisteamhasahighcompetence andisspecializedinthe corresponding
systems.
CustomerManagement(CM)
InquiryManager(IM)
Ordermanager(OM)
Volvosalessupport(VSS)
IMPACT
UnifiedClaimHandlingProcess(UCHP)
IntegratedDealerEnterpriseApplication(iDEA)
Lean DealerSystem(LDS)
Webinfo
Rolesand responsibilities:
Case handling
Monitoringthe ticketing/supportingtool andmail box fornew issues.
Acknowledgingandaddressingthe issuesreported.
Categorizingandunderstandingthe businessrequirementsandprovidingsolutions.
Analyzingandtroublingshootingthe reportedissue.
Followingthe escalationmatrix asperITILstandards.
Proactivelyfollowingupwiththe respectiveteamsandproviding requiredupdatestobusiness
Constructive feedbacktothe Service Desks
Create articles andKB.
Providingweeklyandmonthlyreportstostackholdersandleadsandmanagers.
Provide onCall Supportduring businessandnon-business hours.
Coordinationof the support structure/chain
3. Interactingwithvariousteamsasperthe supportstructure for the solutions
Arrange regularBack-Office meetingswithconcerned2ndLine SupportTeamaimingforInformation
exchange,updates,newsetc.
Work aroundand instructionsforhow tohandle/solve issues.
Instructionsforcommonwaysof handlingSR’sinVINSTe.g.: commontemplates,whatStat.Levels
to use for the differentapplications
Ensure that routines,templatesetc.are distributedtoall concernedsupportagents.
Seekandprovide informationonnew applicationsandnew versionswithinDBS.
Create templatesandotherrelevantdocumentationfordaytodaysupport.
Coordinate training
ProactivelyidentifyneedsfortrainingatDBS sites.
AssistDBS manager whenrequestingtraining.
Share relevantknowledgewithinthe team.
Update of trainingmaterials.
Additional Responsibility
In additiontothe above mentionedresponsibilities,the DBSAsiaFDteammemberalsoacts as a
SystemResponsiblewithin the team.
The Systemresponsible hasthe overall responsibilityforanapplication/swithinthe team.She/he
acts as a SPOC(SpecificPointof Contact) onbehalf of the team.The SystemResponsibleensures
that highqualitysupportismaintainedfora particularapplicationamongstagroupof applications;
whichisnecessaryforachievingbusinessgoals.
Project (2) : RhelpSupport
Tool : RemedyandMainframe
Client : Volvo
Duration : Jan2015 – July2015
Team Size : 8
Role : SeniorEngineer
Description:RHELP Supportis parts logisticsteamisanorganizationwithinVolvoITthatprovidesITsupport
(retail applications) tothe VolvoGroupRetail Community - dealers,workshopemployeesandVolvo
personnel intheireverydaywork.
RHELP Supportisa SupportTeam that isfocusedonlimitednumberof applicationsmentionedbelow.This
teamhas a highcompetence andisspecializedinthe correspondingsystems.
GLOPPS
Procurement
POL
VCS
INBOUND
LISA
IPS
4. Rolesand responsibilities
Activelymanage andmonitoringthe Service RequestinRemedy.
Addressingthe ticketsimmediatelytomaintainquickresponsetime andresolutiontimeaswell
Investigatingandfixingthe issuewiththe scope andvalidatingandverifyingthe solutionprovided.
Preparingandmaintainingthe Knowledge base.
Register&implementLCIR(LowriskChange ImplementationRequest) forMainframe.
Manage installationpackages&librariesforMainframe.
PROJECT HANDLED AT Infosys
Project (1) : UBS (BankingApplicationSupport)
Type : L1 Support
Duration : July2010 to April 2012
Team Size : 25
Role : ReconciliationAnalyst
Description:InfosysBPOisBangalore basedBPOservice providerandisdrivenbythe highestquality
standards(ISO9001:2000 Company).Havingaworld-classinfrastructure the companyisundertakingvarious
outsourcedjobsinInsurance,Finance,Banking,Technical,andTelecommunicationssector.
Rolesand Responsibilities
Interacting/coordinating with L3/Developers for Bug fixes.
Dedication to quality and strive for continuous improvement
Workingon TLM 2.7 for‘Trade Reconciliations’b/w Booking&Settlement Systems.
Workingon Reconciliationtool toresolve the unmatchedbreaks.
InstructingSettlements&Trade Supportteamto amendor bookthe trades
Workingon ADPapplicationtoinvestigate the missingbalance of several StamfordAccounts.
Workingon Showcase applicationtoclearthe live breaks.
Workingon Martini applicationtocheckthe respective positions
Clearingthe outstandingbreaksbyEOD
Mismatching/unlinkingthe MatcheditemsinTLM
Handlingof Businessescalationsandqueries
ReviewingTLMusers accessrightson regularintervals.
Training and Knowledge dissemination to the new joiners.
Achievements
Prepared the application related training material and provided extensive training to new team
members and got appreciated.
Initiated Daily stand up calls and got appreciated by clients for quick response.
Actively involved in recruiting candidates for new project and got rewards.
Got appreciated for Good Team Player and for Self Motivation.
Education Qualifications
5. Bachelor of Science fromNCB Bangalore - 2010.
Executive MBA fromOpen KuvempuUniversity
PERSONAL PROFILE
Name : Bharath Kumar C
Date of Birth : December28, 1989.
Address : 32/8/10 , 3rd
Cross, NanjappaBlock, KempegowdaNagar, Bangalore 560019
LanguagesKnown : Kannada,EnglishandHindi.
Nationality : Indian
I, BharathKumar C do herebyconfirmthatthe informationgivenabove istrue tothe bestof my knowledge.
Date: SIGNATURE: ________________________
(BharathKumar C)