Anudeep C N
Infrastructure Analyst
Davanagere
Summary
Dynamic Infrastructure Analyst at DXC Technology with a proven track record in enhancing client satisfaction through effective problem-solving and exceptional communication. Skilled in ITIL framework and incident management, I consistently exceeded performance metrics while mentoring junior staff and implementing robust security protocols, ensuring seamless IT operations and client trust.
Overview
4
4
years of professional experience
2
2
Certifications
Work History
Infrastructure Analyst
DXC Technology
11.2021 - 06.2025
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Earned recognition from management for consistently delivering exceptional service quality.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Led training sessions for new staff to ensure high-quality technical support standards across team.
- Participated in business continuity planning efforts, ensuring seamless failover capabilities during unplanned events.
- Provided technical support to end-users, addressing complex issues and ensuring timely resolution.
- Collaborated with cross-functional teams to ensure seamless integration between Identity Management solutions and other IT systems.
- Enhanced security protocols by implementing multi-factor authentication and single sign-on solutions.
- Reduced risk of identity theft by developing and enforcing strict password policies and user account management procedures.
- Trained and mentored junior engineers, providing guidance and direction.
- Supported long-term client satisfaction by providing ongoing technical support and system updates.
- Updated technical documentation, product specifications, and technical training materials.
- Resolved technical issues related to Office 365 applications promptly, maintaining high levels of user satisfaction.
- Ensured data security by setting up proper access controls, permissions, and policies for all users.
- Developed custom scripts using PowerShell to automate repetitive tasks within the Office 365 environment.
- Conducted regular audits of user accounts and licenses, managing resource allocation efficiently within the organization''s budget constraints.
- Contributed to IT documentation by creating and updating comprehensive guides related to Office 365 administration and best practices.
Technical Support Engineer
Fidelis Corporate Solutions Pvt. Ltd
08.2021 - 11.2021
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Installed and configured network printers and other peripheral devices.
Education
Bachelor in Engineering - Electrical And Electronics Engineering
NMAM Institute of Technology
Nitte, India 04.2001 -
Skills
Service level agreements
Cross-functional team collaboration
Information security policies
ITIL framework
IT service management
Hardware troubleshooting
Incident management
Performance improvements
Company policy adherence
IT collaboration
Multitasking
Problem-solving abilities
Excellent communication
Decision-making
Self motivation
Multitasking Abilities
Time management abilities
Adaptability and flexibility
Effective communication
Team collaboration
Organizational skills
Team building
Active listening
Attention to detail
Client relations
Analytical thinking
Agile methodologies
Written communication
Professionalism
Information security
Accomplishments
- DXC Collaborators Award
- DXC Champs Award
Certification
Microsoft Certified: Security, Compliance, and Identity Fundamentals
Timeline
Microsoft Certified: Security, Compliance, and Identity Fundamentals
06-2025
Microsoft 365 Certified: Fundamentals
06-2025
Infrastructure Analyst
DXC Technology
11.2021 - 06.2025
Technical Support Engineer
Fidelis Corporate Solutions Pvt. Ltd
08.2021 - 11.2021
Bachelor in Engineering - Electrical And Electronics Engineering
NMAM Institute of Technology
04.2001 -