Summary
Overview
Work History
Education
Skills
Certification
Languages
Ticketing tool
Timeline
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Deepashree

Deepashree

Bangalore

Summary

Dynamic System Engineer with a proven track record at TESCO, enhancing IT support efficiency and achieving a 95% first-call resolution rate. Proficient in Intune and SCCM, I excel in vulnerability management and team mentorship, driving productivity and compliance while fostering a collaborative environment.

Overview

9
9
years of professional experience
2
2
Certification

Work History

System Engineer

TESCO
Bangalore
04.2022 - Current
  • Possessed comprehensive knowledge of computer intrusion methods and incident response strategies.
  • Utilized IT Service Management tools for efficient incident tracking and resolution.
  • Employed strong focus on timely issue resolution, enhancing operational effectiveness.
  • Analyzed security logs and performed log quality reviews for data integrity and threat visibility.
  • Implemented performance management system, increasing first-call resolution rate by 95%.
  • Mentored team members, reducing turnover and improving overall productivity.
  • Managed over 14,500 Windows devices with Intune and more than 22,000 with SCCM.
  • Conducted regular vulnerability assessments to identify and prioritize security risks.

Systems Analyst

RLabs Enterprise Services Ltd
Bangalore
10.2018 - 04.2021
  • Coordinated activities for monitoring and reporting on processes effectively.
  • Monitored tools such as Splunk, APM, NSM, CA Autosys, NCC Journeys, and SCOM for server and network services.
  • Remediated process deviations across various divisions to maintain operational integrity.
  • Collaborated with Incident Process Owner to ensure alignment in incident management practices.
  • Acted as primary contact for major incident resolution, ensuring timely communication.
  • Implemented Incident Management processes and executed corresponding reporting procedures.
  • Facilitated incident reviews by identifying issues and conducting thorough evaluations.
  • Guided Incident Process Coordinators in initiatives aimed at continuous process improvement.

System Analyst

FIS
Bangalore
06.2017 - 07.2018
  • Demonstrated expertise in incident response processes and investigative tools.
  • Managed remote data center infrastructure and servers efficiently.
  • Conducted daily server checks to ensure operational integrity and communicated results to stakeholders.
  • Monitored alerts using Zenoss, Netcool Omnibus, Citrix Dashboard, and Control M.
  • Performed incident management following ITIL practices, including escalation and corrective action planning.
  • Administered Windows systems remotely utilizing various client software solutions.
  • Created and managed incident tickets until resolution while providing feedback to enhance monitoring tool effectiveness.
  • Documented defects and maintained a knowledge database for known issues.

System Analyst

Maintec technologies
Bangalore
02.2016 - 06.2017
  • Managed remote datacenter infrastructure and ensured optimal server performance through daily checks.
  • Monitored alerts from Zenoss, Netcool Omnibus, and Citrix Dashboard to maintain service continuity.
  • Performed incident management per ITIL practices, including escalation and corrective action plans.
  • Administered Windows systems remotely using various client software for efficient operations.
  • Created and managed incident tickets utilizing CMS, providing feedback to enhance monitoring quality.
  • Documented defects and maintained a knowledge database for known issues to streamline resolutions.
  • Reviewed daily incidents with team members as Queue Manager, driving timely closures within SLAs.
  • Developed standard operating procedures while offering on-the-job training to peers.

Education

Bachelor’s Degree (B.E) - Computer Science & Engineering

Srinivas Institute of Technology
Mangalore

Skills

  • Intune
  • Azure Active Directory
  • Windows 365
  • SCCM
  • CA Autosys
  • Splunk
  • Application Performance Monitoring
  • Network Services Monitoring
  • SCOM
  • Office 365
  • Windows 10
  • Windows 11

Certification

  • MD102: Microsoft 365 Certified: Endpoint Administrator Associate
  • ITIL V4 Foundation Certified

Languages

English
Proficient
C2
Hindi
Upper Intermediate
B2

Ticketing tool

  • Service now
  • Zera
  • Zendesk
  • Cms
  • Remedy

Timeline

System Engineer

TESCO
04.2022 - Current

Systems Analyst

RLabs Enterprise Services Ltd
10.2018 - 04.2021

System Analyst

FIS
06.2017 - 07.2018

System Analyst

Maintec technologies
02.2016 - 06.2017

Bachelor’s Degree (B.E) - Computer Science & Engineering

Srinivas Institute of Technology

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Deepashree