Kavi Raj Mula
Global Technology Analyst
Hyderabad
Summary
PROFILE SYNOPSIS
Technology Analyst with well-rounded background implementing new technological solutions and improvements. Dedicated to achieving ideal results by identifying project goals troubleshooting problems, and recommending hardware and software solutions. Proficient in cutting-edge technologies with passion for continuous learning.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
4
4
Certifications
Work History
Project Head of IT
ATheorem
Warangal
02.2022 - Current
- Provide a range of portfolio and program management support services, including preparation of reports and briefs, coordinating resources, maintaining program documentation and implementing and monitoring plans, to ensure outcomes are achieved on time, on budget, to quality standards and within agreed scope, in line with established project/program management methodology and processes.
- Communicate with key stakeholders and coordinate working groups, committees and consultations to facilitate exchange of information and support program completion in line with plans
- Undertake research and analysis, identifying trends and preparing project briefs, to support informed decision-making and planning
- Clients – Coromandel, Murugappa Group, NIT Warangal, IIIT Kancheepuram, ChargeKart.
Global Technology Analyst
Michael Page International
Sydney
07.2017 - 02.2022
- As a GTS Analyst provided support Globally through ticketing system, calls & Chat and resolving the issues in timely manner across APAC and also assisted Europe and Middle East and North and South America
- Accountable for detecting and recording all Incidents / Service Requests as per Service Desk Script and Making an initial assessment into the nature of the incident, and actively assessing the severity, impact & risks, ensuring information is captured in the Service Desk ITSM tool for future analysis in line with ITIL principles
- Analyze, diagnose, and resolve system errors, malfunctions, mis-configurations, and job stoppages to maintain services, enhance capabilities, and prevent system outages.
- Providing valuable Microsoft Exchange Support for Creating/ Disabling Mailbox, Distribution List and editing user Administration Rights Domain account creations including exchange accounts (Active Directory and Office 365) and EOL (Exchange Online) & Office365
- Involved in Remote and Local installations of over 700 PC’s and PC Software to comply with PageGroup Standard Operations across Australia (Sydney, Melbourne, Perth, Brisbane, Canberra) Malaysia, Singapore India, Tokyo, and Taiwan.
- Configure, install and test networks and workstations assisted team in deploying and configuring SD-WAN, WAP (Wireless Access Points) WLC (Wireless Local LAN Controller) in new offices around Sydney(Parramatta, Chats wood, CBD)
- IT Lead during deployment of Windows 10 across Sydney(Parramatta & CBD) , Brisbane & Perth (On-Site)
- Head of the Project & SPOC and led the team during the Voice Mail Roll Out Launch across ANZ (Australia & New Zealand)
Jr. Network Analyst
Quuick
Hyderabad
01.2016 - 05.2016
- Involved with senior team in configuring and troubleshooting DHCP and DNS, resolved hardware issues pertaining to deployment of IT hardware and new machines
- Supported firewall environments in line with IT security policy and administered servers, desktop computers, printers, routers, switches, firewalls, security updates and patches.
Customer Service Analyst
Amazon
Hyderabad
09.2015 - 01.2016
- Assisted customers by diagnosing problems and providing resolutions everything from order and product questions to payment matters and website guidance
- Advised/educated customers within procedural guidelines to ensure a complete solution to service questions and exceed customer expectations by providing outstanding customer service
- Ensured the smooth running of inbound calls/ emails/ chats regarding technical issues for end users.
IT Help Desk Analyst
Pro-Tangent
Hyderabad
12.2014 - 08.2015
- Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) time frames, meeting or exceeding customers’ requirements and expectations.
- Troubleshoot and resolve end-user issues, and assist with end-user questions or application inquiries.
- Maintained a high degree of customer service for all support queries and adhere to all service management principles.
Store Manager
Subway Rudra INC
Toronto
01.2012 - 08.2014
- Significantly contributed in recognizing & developing business opportunities in order to augment sales volume and maximize profit
- Contacted potential clients via email or phone to establish rapport and set up meetings, planned and oversaw new marketing initiatives and attended conferences, meetings, and events
- Adeptly approached the potential customers to offer services and negotiated the terms of an agreement in a structured way thus nurture business relationships.
Education
Bachelor of Technology - Computer Science Engineering
S.R Engineering College – JNTU
Warangal India 06.2010 - 06.2010
Diploma - Computer Systems Technician - Software Engineering
Sheridan College
Brampton Canada 09.2010 - 09.2011
Diploma - International Business Management
St. Lawrence College
Toronto, Canada 01.2013 - 11.2013
Skills
Networking : Cisco (IOS, NX-OS), Juniper, SD WAN
Routing & Switching : OSPF, BGP, EIGRP, VLAN
Wireless Networking: Cisco WLC , WAP, WLAN Troubleshooting
Cloud Networking: AWS Cloud, Azure
Virtualization : VmWare Vsphere, Hyper-V,Citrix Virtualization, (Citrix XenApp, Citrix Farm Server)
ITIL, ITIL 4 : Incident management, Service request management, Knowledge management, Project Management(Prince 2)
Excellent listening and interpersonal skills
Highly self motivated and directed
Strong customer service orientation
Attention to detail
Ability to effectively prioritize and execute tasks in a high-pressure environment
Technical issues analysis
Desktop support
Certification
CLF-01 AWS Cloud Practitioner
Timeline
Project Head of IT
ATheorem
02.2022 - Current
Global Technology Analyst
Michael Page International
07.2017 - 02.2022
Jr. Network Analyst
Quuick
01.2016 - 05.2016
Customer Service Analyst
Amazon
09.2015 - 01.2016
IT Help Desk Analyst
Pro-Tangent
12.2014 - 08.2015
Diploma - International Business Management
St. Lawrence College
01.2013 - 11.2013
Store Manager
Subway Rudra INC
01.2012 - 08.2014
Diploma - Computer Systems Technician - Software Engineering
Sheridan College
09.2010 - 09.2011
Bachelor of Technology - Computer Science Engineering
S.R Engineering College – JNTU
06.2010 - 06.2010