IRIvan Arockia Roy
@ivanarockiaroy
8 years in servers, cloud SaaS, and expert in Tech support, CRM, and Customer service
IndiaWhat I'm looking for
As a seasoned IT professional with over 8 years of experience, I have developed a strong expertise in remote server implementation, maintenance, and troubleshooting. My proficiency in Intel servers, cloud-based SaaS applications, and network devices has enabled me to deliver outstanding customer support and resolve technical issues efficiently.
Throughout my career, I have demonstrated a commitment to continuous improvement, staying updated with industry trends, and leveraging my skills in CRM systems to drive customer satisfaction. My ability to analyze customer data, prioritize tasks, and collaborate with cross-functional teams has resulted in significant improvements in customer satisfaction scores, retention rates, and renewal rates.
With a strong foundation in computer science and a passion for staying updated with the latest technologies, I am confident in my ability to make a valuable contribution to any organization.
Experience
Work history, roles, and key accomplishments
Process Developer
Genpact
Aug 2017 - May 2023 (5 years 9 months)
Provided support for Intel server products, including server motherboards and SaaS solutions. Implemented monitoring using CloudWatch and AWS SNS, and handled installation and maintenance of Intel storage devices. Delivered technical support, guided customers through SaaS onboarding, and resolved complex issues. Collaborated with cross-functional teams to enhance customer experience and meet KPIs.
CITRIX Support Engineer
Capita India
Nov 2016 - Jul 2017 (8 months)
Provided technical support and AppSense profile management in a virtual environment, supporting XenApp applications. Coordinated with the Monitoring and Tools Team to create proactive alerting systems.
Desktop Support Engineer Assistant
Hinduja Global Solutions Limited
Nov 2015 - Aug 2016 (9 months)
Delivered desktop support, handling hardware/software installations and troubleshooting. Provided one-on-one and remote coaching to end-users, improving their use of technology and resolving technical issues.
Education
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Ivan Arockia hasn't added their education
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