GUNA SEKHAR C
Tirupati
Summary
Versatile IT Professional with over 6+ years of dual expertise in Technical Support and Hardware Asset Management (HAM). Proven track record of diagnosing and resolving complex hardware and software issues while simultaneously maintaining accurate asset inventories. Adept at leveraging critical thinking to achieve First Call Resolution (FCR) and ensure high customer satisfaction. Committed to operational efficiency and delivering professional, timely support.
Overview
6
6
years of professional experience
Work History
Analyst
Deloitte
Hyderabad
06.2023 - Current
- Managed the asset lifecycle by approving hardware orders based on established criteria.
- Maintained ServiceNow data quality by conducting periodic CMDB audits and performing regular updates to ensure inventory accuracy.
- Oversaw CES administration compliance to ensure adherence to internal standards and operational best practices.
- Provided expert remote and phone support to troubleshoot and repair hardware, software and network components in timely manner.
- Utilized INC and ITASK to track and resolve technical issues, applying advanced troubleshooting techniques to identify root causes.
- Managed identity and access requests (password resets, account unlocks) securely and promptly through RITM and SCTASK workflows.
- Built strong customer relations through accurate communication while maintaining detailed documentation to improve team efficiency.
Systems Engineer
Tata Consultancy Services
Bengaluru
09.2019 - 06.2023
- Validated and approved hardware procurement requests ensuring compliance.
- Performed CMDB audits to improve configuration accuracy and resolve discrepancies.
- Delivered L2 support to 300+ users resolving hardware, software, and access issues.
- Managed identity access, password resets, MFA, and permission changes.
- Achieved 100% SLA adherence and improved KB documentation.
Education
Bachelor of Computer Applications - undefined
Gate Degree & PG College
01.2019
Skills
- ServiceNow
- Knowledge Management
- ITSM
- ITAM
- Reporting and Dashboard management
Accomplishments
- TCS Top Customer Award for exceptional service delivery.
- 4 times On-the-Spot Award for high performance.
- Reduced handling time by 20% through optimized KB documentation.
- Achieved 100% SLA adherence across multiple quarters.
- Recognized for resolving complex issues without KB references.
Personal Information
Title: IT Analyst
Languages
English
Telugu
Hindi
Tamil
Timeline
Analyst
Deloitte
06.2023 - Current
Systems Engineer
Tata Consultancy Services
09.2019 - 06.2023
Bachelor of Computer Applications - undefined
Gate Degree & PG College