ARAVIND Y
Bangalore
Summary
IT Analyst with 7+ years of experience handling a IT Application issues looking forward to secure a challenging position in a goal-driven organization to leverage my existing experience in Service Desk, Incident Management, Change Management, Problem Management, Service Request Management and Vendor Relationship Management developed over my career to help achieve the Organizational goals and in the process of expanding my knowledge and skillset.
Overview
8
8
years of professional experience
Work History
IT ANALYST - SERVICE DESK
Mott MacDonald
07.2022 - Current
- Provide first-line support for all Incidents and Service Requests
- Assist in Hardware, software and other peripherals issue
- Providing timely resolution for all the Incidents with clear and regular communication
- Updating or creating KB articles for new resolutions to reduce resolution time for future Incidents
- Understanding the critical needs and escalate the urgent issues internally as per the employee productivity.
SENIOR ANALYST
HCL TECHNOLOGIES
03.2019 - 07.2022
- Provide first-line investigation and diagnosis of all Incidents and Service Requests
- Verify resolution with users and resolve Incidents in ITSM tool
- Escalate Major Incidents to the Incident and/or Problem Manager
- Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator
- Owns all Incidents and Service Requests throughout the lifecycle
- Subject Matter Expert - Responsible for providing the prompt support to peers during chats and calls
- Contributed in reducing the Incident tickets within the stipulated time
- Assisted the team in using the KBs for providing the solutions to the clients and created the KBs for new issues to help the peers in future
- Superintended publishing of regular queue volume reports (bi-hourly, weekly and monthly) to reflect productivity across peers to identify areas of improvement
- Participate in Escalation calls and Major Incident Calls and provide the on-bridge support to clients
- Pull the report from the SNOW tool and providing the weekly performance update to the peers and providing the tips in improving the performance
- Monitoring the Dashboards and queue management to provide the immediate action on the New tickets.
SUPPORT ENGINEER
ALTEN CALSOFT LABS
09.2016 - 03.2019
- Troubleshoot and resolved problems with programs and systems
- Created reports detailing findings and recommendations
- Completed quality assurance reviews to assess accuracy of data and validate results
- Performed in-depth analysis to help solve diverse problems with program implementation and operations
- Defined application problems by consulting with clients to evaluate procedures and processes
- Mitigated operational and financial risks by researching and recommending process improvements.
Education
B.Tech (Information Science) -
SAPTHAGIRI COLLEGE OF ENGINEERING
07.2016
PUC -
BNES PU COLLEGE
04.2012
SSLC -
Bangalore International School
04.2010
Skills
- SCCM - Deployment of Application
- Intune - Installation and Uninstallation of Applications
- Service Management Tools: ServiceNow
- Active Directory - Updating and creating the user's data
- Basic knowledge in AWS
- VPN - Installation and Troubleshooting the connectivity issues
Accomplishments
- Received a Token of Appreciation mail from the Manager for taking the immediate action over High Priority issue (Revenue loss) during Non-Shift Hours.
- Received many Appreciation mails from the clients for fastest and quick solving issues.
- Recognized as best employee in the Client meetings.
Strengths And Skillset
- Detail oriented and possess excellent problem solving ability
- Flexible to adapt in a fast-paced environment
- Leadership skill in handling the team and complete the work within the deadlines.
- Proficient in Communication, Interpersonal and Decision making skill.
Timeline
IT ANALYST - SERVICE DESK
Mott MacDonald
07.2022 - Current
SENIOR ANALYST
HCL TECHNOLOGIES
03.2019 - 07.2022
SUPPORT ENGINEER
ALTEN CALSOFT LABS
09.2016 - 03.2019
B.Tech (Information Science) -
SAPTHAGIRI COLLEGE OF ENGINEERING
PUC -
BNES PU COLLEGE
SSLC -
Bangalore International School
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