Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

CH.SUDHEER KUMAR

Secunderabad

Summary

Incident management specialist with over 13 years of experience in user support and solutions within high-demand environments. Demonstrated ability to diagnose and resolve complex issues efficiently, consistently meeting time scales. Expertise in software applications, operating systems, crisis resolution, and ITIL frameworks enhances incident management capabilities. Strong communication and problem-solving skills contribute to seamless operations during critical events.

Overview

13
13
years of professional experience
1
1
Certification

Work History

INCIDENT MANAGEMENT SPECIALIST

CONSTRUCTION SPECIALITIES
HYDERABAD
06.2020 - Current
  • Resolved staff performance challenges, boosting team efficiency by 15% via targeted interventions and feedback.
  • Resolved customer issues, elevating service quality by 10% by implementing strict service standards to address quality concerns.
  • Mentored 15+ team members, enhancing job performance by 20%, and boosting overall productivity through targeted training initiatives.
  • Managed daily operational functions, upholding adherence to critical standards during shifts to minimize disruptions.
  • Optimized team effectiveness by assigning tasks based on skill levels, improving project completion rates by 15%.
  • Developed strategies that increased client happiness and loyalty metrics.
  • Addressed customer dissatisfaction by analyzing feedback and implementing targeted action plans, improving service satisfaction scores by 5%.
  • Spearheaded platform adoption, improving incident response times by 25%, and streamlining cross-departmental decision-making.
  • Managed incident response processes to ensure timely resolution and compliance.
  • Facilitated training sessions on incident management protocols for staff members.
  • Performed root cause analysis of complex technical problems to develop solutions that prevent the recurrence of similar incidents.
  • Coordinated training sessions for new team members on support tools and systems.
  • Trained staff on incident escalation procedures and best practices.
  • Prioritized each incident based upon its impact on business and escalated issues considered major threats.

SYSTEM ADMINISTRATOR

JD SPORTS FASHION INDIA LLP
10.2018 - 05.2020
  • Managed user accounts and permissions within the Active Directory environment.
  • Managed system configurations and upgrades for network stability and performance.
  • Provided technical support to staff for hardware and software issues.
  • Collaborated with teams to troubleshoot network connectivity problems swiftly.
  • Set up user accounts, permissions, and passwords, and defined network policies and procedures.
  • Maintained inventory of hardware assets, including servers, laptops, and desktops.
  • Coordinated with third-party vendors for the resolution of incidents or provisioning services.
  • Kept a flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
  • Implemented security protocols to protect sensitive company data.
  • Deployed operating system upgrades and security patching in accordance with IT policies.

IT SUPPORT ANALYST

QUALCOMM
12.2017 - 08.2018
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Recognized by management for providing exceptional customer service.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Achieved cost savings by developing functional solutions to problems.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.

SENIOR SYSTEMS ENGINEER

GOOGLE INDIA PVT LTD
Hyderabad
07.2016 - 12.2017
  • Conducted system audits to ensure compliance with industry standards and regulations.
  • Mentored junior engineers on best practices in system architecture and design.
  • Troubleshot complex system issues to minimize downtime and ensure operational continuity.
  • Monitored performance metrics, including disk space utilization, CPU usage, memory utilization, and network traffic.
  • Assisted remote employees with system problems, providing tailored recommendations for home office setups.
  • Provided regular status updates to upper management to support goal achievement.
  • Performed daily maintenance tasks, including backups and health checks of server systems.

IT FIELD TECHNICIAN

WIPRO TECHNOLOGIES
HYDERABAD
04.2015 - 06.2016
  • Executed clerical and administrative tasks for on-site support operations.
  • Evaluated software and hardware, recommending enhancements to improve functionality.
  • Configured equipment for employee use, ensuring proper installation of cables and systems.
  • Maintained composure during challenging customer interactions, employing de-escalation techniques.
  • Installed and conducted minor repairs on hardware, software, or peripheral devices.
  • Tracked inventory records for all IT equipment issued to clients.
  • Responded promptly to client service requests, minimizing downtime significantly.
  • Implemented security protocols to safeguard networks against unauthorized access.

DESkTOP SUPPORT ENGINEER

ICICI BANK PVT LTD
HYDERABAD
04.2014 - 12.2014
  • Responded to user requests through ticketing system, ensuring prompt support delivery.
  • Updated software versions with patches to close security vulnerabilities and safeguard users.
  • Implemented security measures, including antivirus protection to defend against cyber threats.
  • Coordinated with vendors for hardware repairs, addressing both warranty and non-warranty issues.
  • Documented repair processes, enhancing theefficiency of future technical support actions.
  • Participated in IT projects focused on desktop support service improvements.
  • Implemented and maintained VoIP systems, optimizing communication efficiency.

TECHNICAL SUPPORT ENGINEER

SITEL INDIA PVT LTD
HYDERABAD
09.2012 - 01.2014
  • Created training materials and procedures to educate users on hardware and software usage.
  • Executed clerical and administrative tasks to support on-site operations.
  • Monitored daily performance of computer systems to ensure optimal functionality.
  • Configured equipment for employee use, including installation of cables and operating systems.
  • Resolved user inquiries regarding software and hardware issues promptly.
  • Documented data communication transactions, problems, and resolutions effectively.
  • Assessed software and hardware options to recommend necessary upgrades.
  • Fostered positive relationships with staff and management for improved collaboration.

Education

Bachelor of Science - Electronics and communications engineering

T.M.I.T Engineering College
Hyderabad
01.2012

Skills

  • Remote Desktop Management
  • ITIL framework
  • IT management
  • Configuration and installation
  • Active Directory administration
  • Desktop support
  • System administration
  • Mac OS X administration
  • Chrome OS administration
  • Windows administration
  • IT maintenance
  • Inventory tracking
  • Server Administration
  • Network Troubleshooting
  • Networking Fundamentals
  • DNS Management
  • File sharing (SMB and DFS)
  • Dynamic Host Configuration Protocol (DHCP)
  • Remote access solutions
  • Bug detection and resolution
  • System stability checks
  • Wireless networking solutions
  • Data recovery techniques
  • Server backup procedures
  • User account management

Certification

  • ITIL V4 Foundation
  • ITIL Practitioner

Timeline

INCIDENT MANAGEMENT SPECIALIST

CONSTRUCTION SPECIALITIES
06.2020 - Current

SYSTEM ADMINISTRATOR

JD SPORTS FASHION INDIA LLP
10.2018 - 05.2020

IT SUPPORT ANALYST

QUALCOMM
12.2017 - 08.2018

SENIOR SYSTEMS ENGINEER

GOOGLE INDIA PVT LTD
07.2016 - 12.2017

IT FIELD TECHNICIAN

WIPRO TECHNOLOGIES
04.2015 - 06.2016

DESkTOP SUPPORT ENGINEER

ICICI BANK PVT LTD
04.2014 - 12.2014

TECHNICAL SUPPORT ENGINEER

SITEL INDIA PVT LTD
09.2012 - 01.2014

Bachelor of Science - Electronics and communications engineering

T.M.I.T Engineering College

Similar Profiles

CREATE PROFILE
CH.SUDHEER KUMAR