Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Timeline
Generic
Kalyan Venkatesh Bejjipuram

Kalyan Venkatesh Bejjipuram

Hyderabad

Summary

Support Operations Analyst with 10 years of experience in operational support and IT infrastructure. Specializes in business-as-usual (BAU) support for core infrastructure solutions across on-premises and Azure cloud environments. Demonstrated success in enhancing organizational efficiency and achieving project goals. Actively pursuing opportunities that promote professional development and organizational success.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Support Operations Analyst

ENTAIN INDIA
Hyderabad
10.2022 - Current
  • End-user support as part of BAU operations.
  • Experienced in incident management and change management.
  • Managed incidents and service requests in ServiceNow—tracked, prioritized, and resolved issues while meeting SLAs. Served as the first contact for users, resolving problems quickly.
  • Experienced in closing the tasks within the SLA, and maintained 99% SLA with 100% C-SAT feedback.
  • Played a key role in the seamless setup of a new office, IT infrastructure deployment, and asset relocation. Managed the end-to-end transition of equipment and systems from the old location, ensuring zero downtime, and minimal disruption to operations.
  • Monitored progress of change initiatives and reported findings to leadership teams.
  • Provided guidance and support to staff navigating through organizational changes.
  • Worked on ad hoc tasks, Windows 10 to Windows 11 migration, and cloud migration.
  • Assisted teams with system navigation and troubleshooting operational issues.
  • Documented process workflows to ensure consistency and standardization in operations.
  • Reviewed and analysed current company processes, and identified and recommended improvement steps to optimize operations.

DevOps support engineer

PrimeSoft Solutions Inc.
09.2021 - 09.2022
  • Major focus on the incident and problem management.
  • Experience in IaaS, PaaS.
  • Alert triaging, data fixes, and incident coordinating.
  • Align L1 and L2 with ongoing NOC calls.
  • Active participation in release management.
  • Active participation in deployment and patching activities on cloud services.
  • Working on process improvement.
  • I worked on incident metric management.
  • Publishing weekly Power BI reports across the team channel.
  • Having monitoring experience with Moogsoft, Splunk, Dynatrace, Quantum Metrics, Azure Monitor, and DevOps Catalog.
  • Applied the ITIL process on a daily basis.
  • Creating ADO tickets and updating weekly sprints.
  • Acted like a bridge for L2 and L3 for assistance.
  • Working on quality improvement experience in NOC calls.
  • Daily stand-ups and weekly review meetings with the L3 team and management.
  • I worked on daily outliers in MTTX incidents.
  • Major focus on RCA to avoid further noise in the system for problem management.
  • Supporting 159 microservice applications.

Specialist

HCL Technologies LTD
01.2019 - 09.2021
  • Windows as a service.
  • Leading a cloud migration project with a team of six members.
  • Major involvement in problem management to reduce the incident count on Windows migration issues.
  • Analysis of the problems correctly, and providing prompt and instant solutions to customers, to avoid work impacts.
  • Deploying applications through Intune (Azure).
  • Building machines via Autopilot for new users, and break-fix replacements.
  • Performing root cause analysis, and contributing new solutions to the knowledge base.
  • Significant performance in daily call reviews and team meetings.
  • Swift workarounds for daily escalations.
  • Work assignments are given to the team members based on their skill set.
  • Team defender for critical and escalated problems, by providing the best solutions to the clients.
  • Working under ITIL principles and using the ticketing tool, ServiceNow.
  • Single-mindedness in incident management and change management.

Technical Support Analyst

Optum Global Solutions
01.2015 - 01.2019
  • L2 desktop support for end users across the globe.
  • Proficient in Tier 2 support for hardware, software, and network-related issues.
  • Working in a global support model.
  • Analysis of the problems, correctly, and providing prompt solutions to customers.
  • Deploying applications through the Altiris Deployment Server.
  • Building machines for new users, break-fix replacements, and life cycle management.
  • Handling the Win10 migration project.
  • Performing RCA, and contributing new solutions to the knowledge base.
  • Supporting end users through remote support tools such as Remote Assistance, Bomgar, and RDP.
  • Ticketing tools: ServiceNow and HPSM.
  • Open the priority tickets on high business impacts.
  • Maintain ticket closure quality with 100% customer satisfaction.
  • Consistently achieved 95% SLA targets in incidents and service requests.
  • Learn new technologies, and try to provide solutions for problems.
  • Sharing updates and new resolutions across the team.
  • Vendor management for warranty replacement cases.
  • Ensure that you maintain the build-ready machines for the dashboard.
  • Coordinating with different teams, such as Incident Management, Wintel, AD, Exchange, etc.
  • Attentive to changes in policy and procedures.
  • Quickly adapting to changes and implementing them while supporting customers.
  • Handling escalated issues and providing quick workarounds and restoring services.
  • Supporting locally attached hardware devices, like printers, scanners, etc.
  • Attend team meetings on processing and policies.
  • Retain the professional environment in the team.
  • Initiate the team meetings, and share the data matrix on the call.

Desktop support engineer

Wipro Technologies
01.2014 - 01.2015
  • Installing and migrating the PCs from Windows XP to Windows 7.
  • Troubleshooting OS, applications, and network-related issues.
  • Handling domain-joining issues and adding computers to the domain.
  • Configuring SCCM on the client computers.
  • Activate Windows and MS Office products.
  • Installing, updating, and troubleshooting McAfee Antivirus.
  • Configuring Local and Domain User Accounts.
  • Installing and configuring various applications, like Office, Java, Flash Player, VPN, and Citrix.
  • Configuring the network and local printer on desktops.
  • Configuring MS Outlook and Microsoft Lync for the users.
  • Troubleshooting the MS Outlook-related issues.
  • Logging vendor calls for warranty, spare parts replacements of laptops, and desktops.
  • Participate in network shutdown activities and provide solutions for network-related issues.
  • Give support to the team on critical issues.
  • Troubleshooting VPN-related issues.

Education

Bachelor of Technology - Electronics and Communication

Miracle Educational Society Group of Institutions

Skills

  • End-user support
  • Remote client operations
  • Incident management, change management, and problem management
  • Azure IAAS
  • SCCM, Microsoft Intune
  • Server 2012, AD, DNS, and DHCP
  • Windows 7, Win 10, Win 11

Certification

  • Microsoft Azure Administrator Associate.
  • ITIL Foundation.
  • Microsoft Certified Solutions Associate.
  • Cisco certified IT Essentials.

Disclaimer

I hereby declare that the information given above is true to the best of my knowledge and belief.

Timeline

Support Operations Analyst

ENTAIN INDIA
10.2022 - Current

DevOps support engineer

PrimeSoft Solutions Inc.
09.2021 - 09.2022

Specialist

HCL Technologies LTD
01.2019 - 09.2021

Technical Support Analyst

Optum Global Solutions
01.2015 - 01.2019

Desktop support engineer

Wipro Technologies
01.2014 - 01.2015

Bachelor of Technology - Electronics and Communication

Miracle Educational Society Group of Institutions

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Kalyan Venkatesh Bejjipuram