Jayanth Varma Tirumalaraju
EUC specialist
Hyderabad,MH
Summary
To obtain a challenging position in the Infrastructure Services that enables me to learn, grow, compete with fast moving Information Technology and gives ample of scope for my career advancement.
Skilled and focused Technical Support Analyst with strong commitment to system security and efficiency. Able to handle simultaneous end user service requests with complete accuracy. Good individual performer as well as a team player merges with technical support teams.
Overview
7
7
years of professional experience
1
1
Language
Work History
Senior Analyst
HCL TECHNOLOGIES
6 2021 - Current
- Implemented metrics-based performance evaluations for continuous improvement of the service desk team''s capabilities.
- Established clear communication channels within the team, fostering a culture of collaboration and accountability.
- Ensured consistent delivery of high-quality support services through regular monitoring of KPIs and SLAs adherence.
- Reduced average call wait times through effective scheduling adjustments based on historical data analysis.
- Leveraged ITIL best practices in daily operations to align service desk processes with organizational goals.
- Increased first-call resolution rates with comprehensive knowledge base updates and technician training.
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Managed and exceeded performance metrics by consistently monitoring progress against set targets, identifying areas of opportunity, and implementing action plans to address gaps.
Technical Support Engineer - L2
WIPRO TECHNOLOGIES
08.2017 - 05.2021
- Handling the Core, development and testing related application-level issues.
- Proficient in Handling Banking related applications include eBBS, eOPS and SQL tools.
- Handling installation of OS, all kind of Software Configuration and delivering the support to Customers.
- In-Depth Hands-on expertise in handling Active Directory tools for Client Account related issues.
- Having expertise in handling MS Office Suite related issues.
- Resolving the compliance parameters like Symantec AV and DLP for more than 3000+ users.
- Giving prompt and flawless support to the Senior, VIP, VVIP and EXCO Users.
- Application-level troubleshooting for the several internal and 3rd party BAU applications.
- Basic Knowledge on IP configuration, DNS and DHCP Protocols.
- Maintained high-quality service standards by adhering to established processes and guidelines.
- Delivered insightful reports on Service Desk performance metrics to inform management decisions regarding staffing levels or additional training needs.
- Expertly managed escalated tickets from initial contact through successful resolution while maintaining excellent communication throughout the process.
Education
DIPLOMA IN COMPUTER ENGINEERING -
STATE BOARD OF TECHNICAL EDUCATION & TRAINING
S.S.C - undefined
BOARD OF SECONDARY EDUCATION
Skills
ITIL framework
Accomplishments
- Received Multiple Top Rating feedbacks from Customer/Suppliers
- Received Appreciations from Internal Management for smooth handling of high Critical requests
- Cleared more than 10 Internal Exams in Windows, Networking and Banking field
Personal Information
Father's Name: S V G Kumara Varma Tirumalaraju
Roles And Responsibilities
- Strong understanding of IT Support processes including using various kinds of support modes
- Tickets handling through BMC remedy (8.1) and ServiceNow tools
- Accessing End Users system with help Of SCCM based Remote Control Viewer & Bomgar tools to address their concerns
- Handling the Core, development and testing related application-level issues
- Proficient in Handling Banking related applications include eBBS, eOPS and SQL tools
- Handling installation of OS, all kind of Software Configuration and delivering the support to Customers
- In-Depth Hands-on expertise in handling Active Directory tools for Client Account related issues
- Having expertise in handling MS Office Suite related issues
- Resolving the compliance parameters like Symantec AV and DLP for more than 3000+ users
- Giving prompt and flawless support to the Senior, VIP, VVIP and EXCO Users
- Application-level troubleshooting for the several internal and 3rd party BAU applications
- Basic Knowledge on IP configuration, DNS and DHCP Protocols
- Handling & Co-ordinating with vendors to sort out the client reported issues
- Interacting with Onsite and Offshore teams for requirement reviews
- Involved in different migration projects such as FDE MIGRATION & WIN10 OS MIGRATION
- Creation of Knowledge Base Articles, Technical Blogs and publishing them in the internal websites
- Maintaining Project Standard Operating Procedure (SOP) and other documentations
Disclaimer
I hereby declare that the above furnished information is true to the best of my knowledge.
Achievements
- Received Multiple Top Rating feedbacks from Customer/Suppliers.
- Received Appreciations from Internal Management for smooth handling of high Critical requests.
- Cleared more than 10 Internal Exams in Windows, Networking and Banking field.
Timeline
Technical Support Engineer - L2
WIPRO TECHNOLOGIES
08.2017 - 05.2021
Senior Analyst
HCL TECHNOLOGIES
6 2021 - Current
DIPLOMA IN COMPUTER ENGINEERING -
STATE BOARD OF TECHNICAL EDUCATION & TRAINING
S.S.C - undefined
BOARD OF SECONDARY EDUCATION
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