Summary
Overview
Work History
Education
Skills
Certifications And Courses
Awards
Timeline
Generic

Bharath Kumar

Summary

Over seven years of expertise in Technical Support, Service Management, IT Operations, and Asset Management portfolio.

Overview

9
9
years of professional experience

Work History

Service Operations Specialist - Level 4

Deliveroo
09.2023 - Current
  • Working in a cross-collaboration team, handling JML (Joiners, Movers, Leavers) activities, and providing technical support and HAM (Hardware Asset Management).
  • Mentoring a team of four individuals, conducting daily stand-up meetings to address blockers, track progress, and identify areas for improvement.
  • Manage end-to-end employee onboarding and offboarding, including hardware provisioning and recovery across global offices.
  • Provide troubleshooting support for internal applications, ensuring minimal disruption to business operations.
  • Oversee device management using JAMF, Microsoft Intune, and Google Admin Console for Apple, Windows, and ChromeOS devices.
  • Lead hardware procurement forecasting globally, collaborating closely with Finance and Recruitment teams to align IT purchases with hiring plans and budget.
  • Maintaining an up-to-date hardware inventory in ServiceNow by ensuring data accuracy.
  • Improving and standardizing the HAM processes to align with the organization's needs.
  • Identify opportunities for automation, and streamline the processes for asset provisioning, reassignment, and reclamation.
  • Mobile Service Owner - End-to-end ownership in handling corporate mobile devices.
  • Collaborate with local IT teams across multiple geographies to identify and address region-specific needs and hardware requirements.
  • Train new team members, equipping them with the knowledge and tools to perform IT-related activities.
  • Maintain an up-to-date knowledge base by creating KB articles in ServiceNow.
  • Design and manage dashboards in ServiceNow to monitor asset inventory, hardware request status, and retrieval timelines, enhancing transparency and operational visibility.
  • Maintain and optimize stock inventory for all locations, ensuring adequate supply while avoiding overstocking.
  • Collaborate with vendors for stock replenishment, and manage contract negotiations, along with the procurement team, to ensure cost-effectiveness and timely procurement of hardware.
  • Troubleshoot issues related to hardware, software, user accounts, and operating systems.
  • Tier 1 support on SSO issues and SAML authentication issues.

IT Support Analyst

CommScope India
11.2020 - 09.2023
  • Creating, disabling, and activating user accounts in Active directory using reverse termination process.
  • Provides mid-level end-user support, which may include providing systems administration assistance, system troubleshooting, coordinating stakeholder discussions, updating user documentation, or conducting training.
  • Remote Support for End users regarding their Exchange accounts configuration, Office 365 administration, MS Office.
  • Worked on Software distribution tools like SCCM, Microsoft Intune and Workspace one(Airwatch) Managing security groups in Active directory.
  • Worked on MFA related issues.
  • Handling SAP application issues and managing roles in SAP.
  • Experience in handling change request to run SAP transports in production environment.
  • Troubleshooting on VDI's, Vsphere, Vsphere cloud, Citrix work space.
  • Creation of KB's and modifying the existing KB's as per the updates in the process.
  • Engaging different teams on call during outages and participating in root cause analysis.
  • Training new hires on the process and conducting refresher trainings for the team.
  • Experienced in Offboarding, AD Audits and SAP Audit tasks.
  • Experienced in managing the queues and assigning the Incidents, Requests and Catalog tasks to the team.
  • Auditing the Incidents/ Tickets assigned to other teams generating the FCR reports. Experience in managing the incidents by taking end to end ownership.

Product Support Analyst (L2)

IGT India Ltd
01.2020 - 11.2020
  • Acting as Lead by managing 8 resources and L2 by providing support to L1's.
  • Used cutting-edge technology and monitoring tools to proactively monitor critical computing systems and network infrastructure.
  • I am responsible for carrying out day-to-day hardware and software monitoring tasks that include notification of production outages or incidents affecting performance.
  • Lead the Incident management efforts and manage bridge calls. Create and update SOPs in tune with infrastructure or process changes.
  • Ensure SLA and quality standards are met or exceeded. Show ownership and ensures successful delivery of all projects.
  • L3 team generally act as a proxy to L2 and L1 teams in case any major and repetitive issues.
  • Perform activities for the immediate resolution of incidents to minimize the impact of incidents on end users.
  • Creating bridges for P1 and P2 and coordinating all the requires teams and perform, monitor till the resolution.
  • Creating, disabling, and activating user accounts in Active directory using reverse termination process.
  • Handling Folder permissions for all the network path for different network shares with READ/WRITE/MODIFY and Full control access.
  • Hands on Windows updates through SCCM (Microsoft System Center Configuration Manager) for managing the end user machines.
  • Plan, perform, and manage medium to high complexity production support tasks and activities that require subject matter knowledge regarding general application and infrastructure support (e.g., incident, change, problem management, controls, monitoring production processing) and ITIL framework.
  • Used to handle client formal and informal escalations and used to follow till it gets resolved.
  • Responsible for attending AD audits.
  • Hands on to Cisco Applications such as Meraki Router Configuration, Cisco Jabber troubleshooting, and Cisco AnyConnect.

Associate Technical Support

Tech Mahindra (Verizon)
06.2018 - 01.2020
  • Handling calls from Verizon customers regarding Telephone, Internet, VMS.
  • Providing technical troubleshooting on the routers.

IT Support Analyst

C3i Solutions
11.2016 - 07.2017
  • Responsible for troubleshooting and resolving Desktop and Laptop queries raised by internal clients.
  • Analyzing and preparing the reports within the provided time and forwarding it to the clients.
  • Interacting daily with clients via Skype/emails to collect the latest updates in the process and updating the same.

Education

Bachelor of Engineering - Electronics and Communication Engineering

JNTUA
01.2015

Skills

  • Service management
  • Hardware asset management (HAM)
  • Service operations
  • Incident management
  • Change management
  • Vendor management
  • Technical Support
  • Mobile device management (MDM), Apple Business Manager (ABM), JAMF, Microsoft Intune, and Google Admin
  • Hardware issues (desktops, laptops, printers, scanners, AV, etc)
  • Software issues (installation, software updates, SCCM, etc)
  • Networking (DNS, firewall, domain issues, etc)
  • BMC Remedy
  • ServiceNow
  • JIRA, Confluence

Certifications And Courses

  • ITIL V4
  • Networking Fundamentals (Udemy)
  • Office 365 / Exchange administration (Udemy)

Awards

STAR AWARDS - 3 times

  • Recognized as STAR performer for exceptional teamwork during SAP migration phase in 03/21.
  • Recognized as STAR performer for participation in MFA project in 10/21.
  • Recognized with STAR award for the contribution towards continuous process improvement in 08/22.

Timeline

Service Operations Specialist - Level 4

Deliveroo
09.2023 - Current

IT Support Analyst

CommScope India
11.2020 - 09.2023

Product Support Analyst (L2)

IGT India Ltd
01.2020 - 11.2020

Associate Technical Support

Tech Mahindra (Verizon)
06.2018 - 01.2020

IT Support Analyst

C3i Solutions
11.2016 - 07.2017

Bachelor of Engineering - Electronics and Communication Engineering

JNTUA

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