Deepak Kumar B
Hyderabad
Summary
Dedicated and results-driven IT professional with 5.9+ years of hands-on experience in security groups. Adept at managing user accounts and group policies, implementing security measures to ensure optimal network performance. Demonstrated ability to support cross-functional teams and maintain service excellence. Ready to leverage technical skills to drive impactful IT initiatives. Seeking a challenging role to leverage my skills and contribute to the success of an organization.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Desk Specialist
Milestone Technologies, Inc. (Uber Inc)
Hyderabad
01.2025 - Current
- Handling day-to-day IT support operations across all Hyderabad offices (COE, MAPS, GLH), ensuring & upholding the core value of providing high user productivity with minimal friction.
- Includes end-user support & incident handling.
- Part of the Global Service Desk team, providing support to Uber employees across the globe via chat (Slack/U-chat) & the IT ticketing tool (JIRA).
- Working with the team to ensure core KPIs are delivered & response and resolution times, as well as customer satisfaction scores, are maintained.
- Providing analysis of support issues as well as resolution metrics, identifying trends, and creating or adjusting processes based on these.
- Current support includes assisting users on Windows & Mac OS with common business applications including, but not limited to, OneLogin, Duo Security, Google Apps, Zendesk, Maps Tools, Eats Tools, Zoom Conferencing, etc.
- Managing complex projects with moving deliverables to a high quality and tight deadline.
- Defining requirements, schedules, and communications, as well as support and escalation paths.
- Inventory, Asset & Vendor Management.
- Support regional builds to ensure core services are delivered to an excellent standard for the first day of business and end-user support is in place for this.
- Keep a check on all processes and business-related changes updated in Teamdot articles that are followed by the team.
- Provide all possible local support to the other tech service teams, such as Network, Security, and Engineering, and also ensure that all escalations to these teams are done in a timely manner to reduce the impact of downtime.
- Provide audio/visual support for large-scale meetings, and proactively test equipment to ensure full functionality.
SYSTEM ADMINISTRATOR-INFOSEC
Prudent GlobalTech Solutions Pvt Ltd.
Hyderabad
03.2024 - 01.2025
- Managing of Azure Active Directory.
- Creating user & groups, providing authentication in Microsoft 365.
- Working on Sonic Firewall to manage Network Security.
IT ADMINISTRATOR
Purple Talk India Pvt Ltd.
Hyderabad
12.2019 - 02.2024
- Provided end-user support, addressing technical issues and hardware/software problems.
- Collaborated with cross-functional teams for IT projects and upgrades.
- Assisted in developing and enforcing IT policies for security and compliance.
Education
High School Diploma - Kolar Gold Felids
School of Mines
Kolar Gold Felids06.2017
Skills
- IT Operations
- Windows
- Mac OS
- Linux
- Active Directory
- Server Management
- Assets Management
- Teqtivity & GLPI
- Network Administration
- Patch Management
- Virtualization Technologies
- Office365
- 389 LDAP
- Troubleshooting
- ISO auditing
- Basics of AWS
- Shell Scripting
- Hardware Troubleshooting
- Incident Management
- Vendor Relationship Management
- Software Installation
- Remote Support
- Disaster Recovery
- End User Support
- ESSL Server
- Docker
- Git & GitHub
- Sophos Firewall
- Sonicwall
- IIQ (IAM)
- Okta, Duo, Yubikey
- Jira and ServiceNow ticketing tool
- Mosyle
- Airwatch
- Google Workspace Admin
- IT ordination
Websites
Certification
- Microsoft certified (MD100), 07/01/22
- Microsoft certified (MD101), 08/01/23
Languages
First Language, C2 Proficient, C2 Proficient, B2 Upper Intermediate, C2 Proficient
Tools Implemented
- Sophos
- Wazuh
- EPP
- Team logger
- All kind of VPN configuration (OpenVPN, Forti Client, Cisco AnyConnect)
- Talisman
- Mosyle (MDM)
- GLPI Open-Source tool Assets inventory management
- Office 365
- Auditing
Timeline
Service Desk Specialist
Milestone Technologies, Inc. (Uber Inc)
01.2025 - Current
SYSTEM ADMINISTRATOR-INFOSEC
Prudent GlobalTech Solutions Pvt Ltd.
03.2024 - 01.2025
IT ADMINISTRATOR
Purple Talk India Pvt Ltd.
12.2019 - 02.2024
High School Diploma - Kolar Gold Felids
School of Mines
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