Keerthiraj CN
Bengaluru
Summary
Operations Analyst with 7+ years of experience, entreating an opportunity in Infrastructure Management,
service desk and Customer Support Management Industry to evolve and delve into Customer support
management Industry.
➢Over 7 years of experience in Project management, Customer support & Server Administration.
➢ Presently associated with Accenture PVT Ltd., Bangalore as an IT-Operation analyst
➢ Possesses good Knowledge in Team management & Virtualization Cloud Technology.
➢ Experience in managing and implementation of VMware.
➢ Possess excellent communication skills & leadership abilities and loyal work ethics.
Overview
10
10
years of professional experience
1
1
Certification
Work History
SW/App/Cloud Tech Support Senior Analyst
Accenture Solutions Pvt. Ltd
Bengaluru
09.2020 - Current
- Performed daily maintenance, troubleshooting and support of cloud-based systems.
- Monitored and optimized performance of virtualized environment across multiple platforms.
- Resolved issues related to network connectivity, system resources, applications. in the cloud.
- Deployed new versions of operating systems on virtual machines as needed.
- Provided technical expertise in deploying, configuring, and maintaining virtualization technologies such as VMware vSphere.
- Monitored system performance to ensure optimal operation of servers.
- Analyzed system logs and identified potential issues with server operations.
- Installed operating systems, applications, patches, and service packs on servers.
- Created user accounts in Active Directory to provide access to network resources for users.
- Motivated staff through acknowledgment of hard work and achievements.
- Performed regular backups of critical data stored on servers using backup software solutions.
IT Operations Associate
Accenture Solutions Pvt. Ltd
Bengaluru
09.2017 - 09.2020
- Team Lead Role: Achieved 98% SLA and 95% OLA compliance target. • Coached team members to achieve a higher daily target of 30 incidents per engineer, achieving 98% SLA and 95% OLA compliance target.
• Mentored new joiners on processes and technical aspects, and enabled productivity on the floor within 20 days. • Conducted quality checks, including internal audits on incidents, and developed corrective measures and preventive action plans to address gaps and enhance performance. - SME Role: Achieved low re-open incident rates of 10%. • Published a technology article and resolution handbook for L1 engineers, resulting in the resolution of incidents within incident resolution time and low re-open rates of 10%. • Resolved 10 L2 incidents daily, which were transferred by the L1 team, that required exploring troubleshooting steps. • Evaluated the training requirements of a ~100-member team and drove the completion of mandated internal training.
- Addition Projects Handled: Guest Wi-Fi Process Enablement and Network L1 Support. Guest Wi-Fi Process: Reduced legal liability by formulating SOP and policy guidelines. • Created SOP (standard operating procedures) and policy documents for handling this process across verticals within the organization. • Assisted C-suite and senior managers on the approval process of these Wi-Fi guest requests and solely handled the service delivery of these requests.
• Contribution to the Wi-Fi guest process ensured that guests are protected when connected to the company's network by blocking malware downloads and phishing attacks, thereby reducing legal liability. - COVID worker was a part of WFH enablement during the time of COVID and was awarded as a COVID warrior.
Audit and prepare scorecards based on the performance of individuals.
Installation and shipment of the laptop all over India.
Managed system-wide operating system and software deployments, and related upgrade problems.
Performed backup and disaster-recovery operations to protect computer networks.
SW/App/Cloud Tech Support Senior Analyst
Accenture Solutions Pvt. Ltd
Bengaluru
11.2014 - 08.2017
- Provided technical support to users in a timely manner.
- Maintained and repaired hardware components, such as computers, laptops, printers, scanners and other peripherals.
- Assisted with the installation of operating systems, software applications, and system updates.
- Troubleshot network connectivity issues for wired and wireless connections.
- Performed remote user assistance via phone or web-based tools.
- Created user accounts on various systems and platforms.
- Conducted routine maintenance tasks on all computer systems in the organization.
- Resolved customer inquiries regarding software applications and hardware products.
- Responded quickly to help desk requests from internal staff members.
- ITIL v3 2011 Foundation certified.
Education
BCA: IT - Technology Education
Bangalore University
Bengaluru 06-2014
Skills
- Operating systems
- Storage management
- Software installation
- Incident management
- Server monitoring
- Active directory
- Patch management
- Load balancing
- Computer systems installation
- Hardware and software monitoring
Accomplishments
- I was award as a COVID warrior.
- i was awarded as Best employee of the month (Twice)
Certification
- ITIL V3 & V4
- SC 300
- AZ-900
- AZ- 104
Languages
Kannada
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Tamil
Elementary (A2)
A2
Telugu
Upper Intermediate (B2)
B2
Timeline
SW/App/Cloud Tech Support Senior Analyst
Accenture Solutions Pvt. Ltd
09.2020 - Current
IT Operations Associate
Accenture Solutions Pvt. Ltd
09.2017 - 09.2020
SW/App/Cloud Tech Support Senior Analyst
Accenture Solutions Pvt. Ltd
11.2014 - 08.2017
- ITIL V3 & V4
- SC 300
- AZ-900
- AZ- 104
BCA: IT - Technology Education
Bangalore University
Similar Profiles
Alfred Dayal MasihAlfred Dayal Masih
HR Service Delivery Analyst at Accenture Solutions Pvt. LtdHR Service Delivery Analyst at Accenture Solutions Pvt. Ltd
Puneet SomnaniPuneet Somnani
Business Operations Manager at Accenture Solutions Pvt. LtdBusiness Operations Manager at Accenture Solutions Pvt. Ltd
CHITRA VELAYUDHAMCHITRA VELAYUDHAM
ASSOCIATE PROJECT MANAGER at Accenture Solutions Pvt. LtdASSOCIATE PROJECT MANAGER at Accenture Solutions Pvt. Ltd