Open To Work
BANDI DINESH KUMAR
Bangalore
Summary
Dynamic IT professional with a proven track record at Digikey Electronics, excelling in incident management and ticket assignment optimization. Adept at enhancing customer satisfaction through effective communication and empathy. Skilled in virtual machine management and cybersecurity, consistently delivering timely resolutions and improving operational efficiency.
Overview
4
4
years of professional experience
2
2
Certifications
Work History
Associate Tech Ops Engineer
Digikey Electronics
Bangalore
05.2023 - Current
- Helpdesk/Service Desk experience in core IT based Environments
- Whitelisting IP Address through Akamai.
- Monitoring and Maintaining Virtual Machines
- Moving an important related metric by optimizing ticket assignment process
- Restarting Containers through Lean Rancher and Marathon
- Assigning Tickets to the respective teams
- Clearing Logs in putty
- Re-run export profiles if they fail
- Committing orders through Purge
- Modifying customer details in Mango DB.
- Designed engineering solutions to meet project specifications and client requirements.
- Developed technical documentation for projects, ensuring clear communication of concepts.
- Participated in project meetings to discuss progress and address technical challenges.
Service Desk Associate
HCL Tech
Bangalore
10.2022 - 04.2023
- Provided first-line technical support to customers regarding software, hardware, application, and network issues
- Resolved and escalated tickets within the defined SLA timeframes, ensuring customer satisfaction and compliance with service level agreements
- Maintained accurate records of customer interactions, transactions, comments, and complaints in the service desk system
- I use Vayu sphere applications to take Chats
- Respond promptly to notifications of outages, slowdowns, or system failures
- Provide basic IT training and guide end users, helping them improve their technical skills and knowledge
- Maintain and update internal knowledge bases, FAQs, and self-service tools to help users troubleshoot problems independently
- Assist with inventory equipment and ensure that devices are returned or replaced as needed
- Troubleshoot and resolve issues with operating systems, applications, printers, network connectivity, and other IT equipment
- Respond promptly to notifications of outages, slowdowns, or system failures
- Manage password resets and account lockouts for users.
Software Associate
Capgemini
Madanapalle
08.2021 - 09.2022
- Provided first-line technical support to customers regarding software, hardware, application, and network issues
- Helping via multiple channels, including phone, email, and live chat
- Escalated unresolved or complex issues to higher-level IT teams or specialists
- Record and log all incidents, requests, and service issues using the organization's service management system
- Provide updates to users on the status of their issues and ensure timely resolutions
- I have experience in international voice Support
- Contribute to the creation of user guides and technical documentation
- Creating passwords for end users
- Resolving issues like teams, outlook etc.
- Working on windows OS and Mac OS related issues
- Working with L2 team in resolving P1 and P2 tickets
- Track and report on the resolution times and service levels against predefined SLAs (Service Level Agreements)
- Work collaboratively with other departments (e.g., network teams, system admins) to address complex or cross-functional issues.
Education
BCA - Computer Applications
Sri Venkateshwara University
Madanapalle09.2020
Skills
- Ticketing system proficiency
- Empathy and patience
- Training and mentoring
- Incident management
- Salesforce
- Cybersecurity
- Virtual machine management
- Ticket assignment optimization
- IP address whitelisting
- ServiceNow Administrator
- Incident resolution
- Root-cause analysis
Certification
Certificate in Salesforce
Accomplishments
Recognized as the Best Employee of the Year 2024, received the award as part of the Star team.
Languages
- Telugu
- English
- Hindi
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
₹45000/yr - ₹200000/yrTimeline
Associate Tech Ops Engineer
Digikey Electronics
05.2023 - Current
Service Desk Associate
HCL Tech
10.2022 - 04.2023
Software Associate
Capgemini
08.2021 - 09.2022
BCA - Computer Applications
Sri Venkateshwara University