1. CURRICULUM VITAE
R.SARAVANA JOTHI No.33/1, Balakumaran Nagar,
Part B, Kolathur,
Chennai - 600 099.
E-Mail: rsaravanajothi@gmail.com
Contact Number: 9841396863
OBJECTIVE:
A highly motivated and ambitious individual able to give timely and accurate advice, guidance,
support and training to team members and individuals. Possessing excellent management skills and having the
ability to work with the minimum of supervision whilst leading a team of twenty or more. Having a proven
ability to lead by example, consistently hit targets,improves best practices and organizes time efficiently. Now
looking forward to a making a significant contribution as a team leader with a company that offers a genuine
opportunity for progression.
STRENGTHS:
My main strengths are adaptability, dependability and the determination to get a
Job done as proven by work experience. I try to learn something new from every
Experience because I believe there is always.
EDUCATIONALQUALIFICATION:
Degree:
B.Sc., (Computer Science)
Jaya College of Arts and Science.
Higher Secondary:
K.R.Montford Matriculation Higher Secondary School.
Perambur, Chennai - 11
PROFESSIONAL EXPERIENCE:
Name of the
Company
Program Designation Experience
Concentrix
Technologies
Veritas Backup
Exec(Symantec)
Team Leader July 2015 till date
Concentrix
Technologies
Symantec Backup Exec Mentor 10th March 2014 to July 2015
Concentrix
Technologies
Symantec Backup Exec
Sr.Technical support
Engineer
Mar 2013 to Apr 2014
Concentrix
Technologies
Symantec Backup Exec
Technical support
Engineer
11th September 2012 till 1st
January 2014

2. Sutherland Global
Services
Intuit/ Bell ISP Sr. consultant
19th July 2008 till 3rd April
2012
Arronze Connect Sales process/Outbound
Sr. Customer Support
Officer
10thApril 2005 to 21st March
2007
Roles & Responsibilities
Leadership:
 Provide vision, instill a positive attitude and inspire employees to achieve optimal performance.
 Creating an environment to oriented trust,open communication, creative thinking & cohesive team
effort.
 Motivating and inspiring team members.
 Leading by setting a good example - behavior consistent with words.
 Encouraging creativity, risk-taking and constant improvement.
 Allocating daily jobs and workloads, Prioritizing important tasks and ensuring they get done first.
 Manage severity tickets and call queue, transaction monitoring on exception basis,complete call
calibrations.
 Maintain high visibility walking the floor answering questions and managing escalations as needed.
 Analysis to identify opportunities,develop action plans pro-actively and make recommendations to
leadership to improve performance.
 Make sound businessdecision pertaining to daily tasks and challenges.
 Participate in leadership meetings to discuss individual and team performance.
 Hold under-performing consultants accountable via counseling and the performance management
process when appropriate.
 Share experience, expertise and best practices with others.
 Monitor team performance by way of goal planning, process adherence,daily reviews and review the
KPI.
 Establish Consultant goals and conducts performance appraisals.
 Achieve Goals / Objectives Ensure team meets daily / weekly / monthly SLA and quality goals. Ensure
team members meet otherkey requirements of their jobs. IE, schedule adherence, call quality, etc.
 Communicate with management on potential attritions, cost and savings opportunities.
 Partner with HR in disciplinary issues with Consultants including and up to termination
recommendations.
 Responsible for managing schedule adherence and resolve time-keeping exceptions.
 Complete HR paperwork and direct Consultants to HR for leave approval and plan staffing coverage.
Communication:
 Handling new client enquiries and acting as the face of the business.
 Facilitate daily team meetings / huddles Provide updates on performance and recognition.
 Share any important updates to team on products,change in process,etc.
 Leverage various modes of communication (email blasts,word doc flyers, desk drops, etc.) to ensure
important messages are received. Participate in monthly Town Hall results and recognition meetings .
 Interact with the client in a professionalmanner as needed.
Training:
 Provide training on consultant soft skills gaps.
 Participate in weekly calibration calls and facilitate call review sessions with the Quality team.
Administrative / Reporting:
 Review program reports, identify trends and take actions to continually improve performance. Manage
company & client applications.

3. As a Mentor (SME) Process: Veritas Backup Exec [Backup & Recovery]
 Handling escalation calls.
 Troubleshooting complex issues.
 Conducting detailed research on frequent issues.
 Providing technical assistance for the entire team.
 Validating requirements, consulting other experts, as required.
 Obtaining local feedback and comment on issues raised at the weekly meetings.
 Working with Lead Mentorto provide documents in a timely manner.
 Working with Advanced (ADV) team & Backline (BL) team to get solution for complex issues.
 Doing self-study and reviewing the recently published tech notes.
 Conducting weekly training (technical) to the entire team.
 Taking ownership of the entire team and ensuring that there is no dip in team’s productivity.
Technical Knowledge:
 In depth knowledge on Symantec Backup & Recovery product, Version 11d, 12, 12.5, 2010, 2012 &
2014 (Simplified Disaster Recovery (SDR) with Backup Exec.)
 Performing Backup Exec installation on Windows Server 2003, 2008 & 2012.
 Performing management of the backup; monitor backup jobs, execute restore jobs, troubleshoot failed
jobs, and initiate corrective action.
 Perform problem management and incident correlation on re-occurring issues; suggest and document
workarounds and solutions.
 Perform diagnosis,troubleshoot,and conduct root-cause analysis for any issues escalated on the
storage and backup platforms
 Collaborate with othermembers of the senior team on design and troubleshooting issues; provide
customers with best-in-breed solutions.
 Be an escalation point on all storage and backup issues
 Helping customer on creating Simplified Disaster Recovery (SDR) with Backup Exec.
 Responsible for backing up systems to prevent data loss in case of a power outage or otherdisaster
using Symantec Backup Exec.
 Configuring Storage devices like Tape Library, SAN and NAS, VTL.
 Mentor and create documentation/knowledge base articles for the lower tiers of support to allow them
to successfully troubleshoot on the infrastructure undersupport.
 Be on call to act as a final level of escalation before resorting to vendorsupport.
ROLES AND RESPONSIBILITIES
As a Sr. consultant for BELL ISP
 Support on basic networking LAN, WAN based on PPPoE and TCP/IP settings.
 Configuring supported modems and routers like D-link, CISCO Linksys, Net gear, TP-link., etc.
 Providing support on port forwarding.
 Supporting emails issues based on email clients like outlook, Mac mail and thunderbird etc... (POP,
IMAP and webmail)
 Supporting configuration of all mail clients both on computer and Smartphone's.
 Troubleshooting on both Ethernet and wireless issues (64, 128 and WPA types of encryption).
 Expertise in Remote Assistance Tools like log me in rescue, Go to assist.
 Creating tickets for all calls in CRM tools like REMEDY, SIEBEL.

4.  Doing courtesy callbacks to retain the customer satisfaction.
ROLES AND RESPONSIBILITIES
 As a Sr. Customer Support Officer for sales
 Voice outbound sales
PERSONALASSESTS:
Determined focusand hardworking.
Good Team Leader and energetic person.
Quickto grasp new concepts.
Good Communication Skills.
Technical skill set:
CCNA Course completion(Sansbound –NetworkingSchool)
MCSC Course completion(Sansbound –NetworkingSchool)
LANGUAGES KNOWN:
To Read and Write : Tamil, English.
To Speak : Tamil & English
Interest : Cricket, Snookers and Surfing
PERSONALDETAILS:
Father's Name : V.Rajendran
Date of Birth : 22.05.1984
Sex : Male
Marital Status : Single
Nationality : Indian
Religion : Hindu
Contact No : 9841396863
E-Mail : rsaravanajothi@gmail.com
DECLARATION
I hereby declare that the above furnished details are true to the best of my
Knowledge and Corresponding.
Signature
Place: Chennai
Date: (R.Saravana Jothi)