Issac Kumar. M

Senior Technical Support Analyst / Proactive Monitoring Analyst with 10+ years of hands-on experience in L3 technical support, service desk operations, incident management, escalation handling, proactive monitoring, root cause analysis (RCA), and problem management. Strong expertise in SLA and KPI monitoring, ticketing systems, quality assurance, operational reporting, SOP documentation, and process improvement. Proven ability to troubleshoot complex technical issues, reduce recurring incidents, improve service delivery, and enhance customer satisfaction in 24×7, high-volume, enterprise environments.

Adept at stakeholder communication, cross-functional collaboration, change management, and continuous service improvement (CSI).

Senior Technical Support Analyst / Proactive Monitoring Analyst with 10+ years of hands-on experience in L3 technical support, service desk operations,

I hold a Bachelor’s degree in Commerce (B.Com), which provided me with a solid foundation in business operations, accounting, finance, and organizational management. My academic background strengthened my analytical thinking, data interpretation, and problem-solving skills—particularly in areas related to payroll, supply chain processes, and customer operations.

In addition to my formal education, I have continuously enhanced my professional capabilities through hands-on experience with CRM systems, process optimization, customer experience management, and performance reporting. My education, combined with practical exposure, enables me to approach business challenges strategically while maintaining operational accuracy and efficiency.