HARSHA G
Senoir Helpdesk Analyst
Bangalore
Summary
Proven Senior Helpdesk Analyst at Encora Innovation Labs India Private Limited, I enhanced help desk operations efficiency and significantly improved incident response times. Expert in ITIL, network troubleshooting, and fostering teamwork, I streamlined major incident management, achieving a high client satisfaction rate. Skilled in advanced diagnostics and collaboration, I consistently met critical deliverables, ensuring seamless IT support.
Overview
10
10
years of professional experience
Work History
Senior Helpdesk Analyst
Encora Innovation Labs PVT LTD
Bangalore
2021.10 - Current
- Responsible and Acted as central communication point for major incidents - all Priority 1 issues and Priority 2 issues as required. Prioritizing major incidents based on business impact to client.
- Ensuring that all client deliverables are met within timelines and with a high level of quality and also the creation of a resolution plan for P1 & P2 incidents in major incident management.
- Actively streamlined the help desk operations for increased efficiency and improved response times.
- Providing after-hours support for critical incidents, ensuring rapid response to minimize downtime or disruptions.
- Responsible for providing access to multiple cloud services through Microsoft Entra ID, including Azure DevOps, Google Cloud, Snowflake, Confluent Cloud, Azure RBAC, MongoDB, GitHub Copilot, Database access requests and handling requests for Entra ID.
- Responsible for remediating vulnerabilities by monitoring Microsoft patches, proactively upgrading OS versions, and pushing failed patches using Manage Engine tool.
- Responsible for remediating vulnerabilities by monitoring Microsoft patches, proactively upgrading OS versions, and pushing failed patches using Manage Engine tool.
- Responsible for remediating vulnerabilities by monitoring Microsoft patches, proactively upgrading OS versions, and pushing failed patches using Manage Engine tool.
- Accountable for laptop deployment and replacement, IT accessories provisioning, IT asset inventory tracking and monitoring. vulnerability remediation, OS version upgrading, and patch deployment.
- Responsible for implementing and maintaining groups in Azure Microsoft Entra ID, Azure Virtual Desktop services, Microsoft Intune admin center, VDI provisioning and de-provisioning, device management, and patch deployment through Manage Engine tool.
- Collaborating with external consultants and service providers to resolve complex IT problems and ensure smooth operations.
- Recommending process improvement to Incident Management Process Owner. Making sure proactive follow-ups are in place to avoid Incident aging.
- Established best practices for help desk processes, driving consistency in service delivery across the team.
- Served as a key liaison between the IT department and business units, fostering collaboration on technology initiatives.
- Assisting End user with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
Systems Engineer
Infosys Ltd.
Bangalore
2017.01 - 2021.09
- Assist the end users with creating, managing, and resetting their Azure Entra ID accounts and credentials, and educate them on the best practices and policies.
- Provided initial technical support in solving issues and requests including password resets.
- Performed images and deployment of a new laptops, PC, and devices.
- Analyzed, troubleshoot and repair computer systems, hardware and peripherals
- Installation of new software releases and upgrades.
- Establish best practices through the entire support process by developing and reviewing daily weekly, and monthly reports on helpdesk team’s productivity.
- Supported system users, educating employees on troubleshooting and problem-solving protocols
- Assisted employees with resolving network problems at remote locations
Desktop Support Engineer
MindWare
Bangalore
2014.10 - 2016.09
- Configured hardware, devices, and software to set up work stations for employees
- Monitored systems in operation and quickly troubleshot errors
- Optimized PC performance through regular updates, patches, and system upgrades
- Walked individuals through basic troubleshooting tasks
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated
- Assisted end-users with conference room equipment setup and operation
- Suggested software and hardware modifications to reduce lag time and improve overall speed
Skills
Advanced Diagnostics
ServiceNow Ticketing system proficiency
ITIL Knowledge
IT Infrastructure Monitoring
Remote Support
Software Installation
Application installations
Patch management
System Administration
Mobile Device Management
Educationandqualification
- B.E- Computer Science and Engineering, Anna University Chennai, 68%, First Class
- Diploma-Information Technology, Technical Board Tamilnadu, 76%
- Schooling, Govt High School, 55%
Languages
English
Kannada
Tamil
Telugu
Timeline
Senior Helpdesk Analyst
Encora Innovation Labs PVT LTD
2021.10 - Current
Systems Engineer
Infosys Ltd.
2017.01 - 2021.09
Desktop Support Engineer
MindWare
2014.10 - 2016.09
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