Bharath Kumar
Hyderabad
Summary
Having 9+ years of experience in Technical Support, Service Management, IT Operations, Asset Management and Enterprise networks & AV support portfolio.
Overview
9
9
years of professional experience
Work History
Site Operations Specialist II
Deliveroo
Hyderabad
09.2023 - Current
- Work in a cross-functional IT operations team supporting JML (Joiners, Movers, Leavers), enterprise networking, AV systems, and Hardware Asset Management (HAM).
- Mentor a team of 4 members, conduct daily stand-ups, track progress, and resolve operational blockers.
- Managed end-to-end employee onboarding and offboarding, ensuring timely global hardware provisioning and efficient asset recovery.
- Provide technical troubleshooting support for hardware, software, operating systems, internal applications, and user accounts.
- Manage enterprise devices using JAMF, Microsoft Intune, and Google Admin Console for Apple, Windows, and ChromeOS environments.
- Led global hardware procurement forecasting, collaborating with Finance and Recruitment to align hardware purchases with hiring plans and budget constraints.
- Maintained accurate hardware inventory in ServiceNow, streamlining HAM processes and identifying automation opportunities for asset provisioning and reclamation.
- Mobile Service Owner responsible for process governance and financial management of corporate mobile devices.
- Coordinate with global IT teams and vendors for hardware procurement, stock management, contract negotiations, and region-specific requirements.
- Develop ServiceNow dashboards and knowledge base articles to enhance asset visibility, request tracking, and operational documentation.
- Maintain optimal stock levels across locations, ensuring timely replenishment while avoiding overstocking.
- Oversaw network infrastructure operations
- Knowledge of TCP/IP, OSI model, DNS, DHCP, IP addressing, and subnetting.
- Understanding of LAN/WAN networking, data center rack connectivity, ToR switches, and structured cabling (Ethernet, Cat6, Fiber).
- Perform network troubleshooting using Ping, Traceroute, Nslookup, and resolve port/NIC connectivity issues.
- Familiarity with firewalls, VPN connectivity, network segmentation, ACL concepts, and collaboration with network engineering teams.
- Support AV systems, conference room technology, and video conferencing platforms including Zoom, Microsoft Teams, and Google Meet.
- Install, configure, and troubleshoot AV equipment (displays, cameras, microphones, HDMI/DisplayPort/USB connectivity, wireless presentation tools).
- Provide meeting room and hybrid event support, including town halls and live meetings.
- Manage AV vendors, equipment maintenance, preventive health checks, and digital signage systems.
- Ensure proper cabling, connectivity, and operational readiness of collaboration devices and meeting room infrastructure.
IT Support Analyst
CommScope India
11.2020 - 09.2023
- Created, disabled, and activated user accounts in Active Directory using reverse termination process to ensure timely access management.
- Provided mid-level end-user support, including systems administration assistance, troubleshooting, stakeholder discussions, and updates to user documentation and training materials, enhancing user experience.
- 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.
- Resolved multifactor authentication issues to enhance user access security.
- 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 workspace.
- Creation of KB's and modifying the existing KB's as per the updates in the process.
- Coordinated with various teams during outages and participated in root cause analysis to identify and address underlying issues.
- 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 Helpdesk 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
Bachelors - Electronics And Communication Engineering
JNTUA
01-2015
Skills
- Hardware asset management
- Network troubleshooting
- AV systems support
- Technical troubleshooting
- End-user support
- Procurement forecasting
- Incident management
- Stakeholder engagement
- Team leadership
- Cross-functional communication
- Employee onboarding
- Process improvement
- Inventory management
Disclaimer
I declare that the above-mentioned information is valid and true.
Awards
- 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.
Certifications And Courses
- Networking Fundamentals (UDEMY)
- ITIL V4
- Office 365 / Exchange Administration (UDEMY)
Timeline
Site Operations Specialist II
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 Helpdesk Analyst
C3i Solutions
11.2016 - 07.2017
Bachelors - Electronics And Communication Engineering
JNTUA