Krishna V
Bengaluru
Summary
Experienced and results-driven IT professional with over 5.5 years of expertise in technical support, systems management, and user-focused IT solutions. Proven ability to reduce ticket resolution times by 25%, optimize workflows, and enhance system reliability. Adept at troubleshooting, implementing secure solutions, and driving efficiency in dynamic, fast-paced environments. Skilled in tools such as ServiceNow, Active Directory, and Azure AD.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior IT Support Services Analyst
Clarivate
03.2020 - 05.2024
- Reduced ticket escalation by 20% through proactive issue identification and improved troubleshooting processes
- Enhanced system reliability by resolving recurring issues, saving over 100 hours of downtime annually
- Collaborated on cross-functional IT projects, including Windows image migration and Zscaler configuration for secure web access
- Developed user training programs, reducing repeat support requests by 20%
- Optimized IT support workflows, reducing operational downtime by 15% and increasing team efficiency
IT Support Engineer
Microland Limited
03.2019 - 03.2020
- Company Overview: Client: Waste Management
- Provided Level 1 and 2 technical support, ensuring timely resolution of user issues within SLA targets
- Managed incident tickets using ITSM tools, improving SLA compliance by 15%
- Conducted system resource monitoring, ensuring optimal performance of hardware and software
- Client: Waste Management
Software Associate
Capgemini India Pvt Limited
03.2018 - 10.2018
- Delivered support for application performance monitoring and system resource management
- Assisted in troubleshooting hardware and software issues, enhancing operational efficiency
Education
Bachelor of Engineering - Computer Science and Engineering
Visvesvaraya Technological University
07-2017
Skills
- IT Support & Troubleshooting
- Systems Management
- Incident Management (ServiceNow)
- Workflow Optimization
- Identity and Access Management (IAM)
- Network Administration & Security
- ITIL Best Practices
- End-User Training & Documentation
- Active Directory & Azure AD
- Cloud Computing (Microsoft Azure)
- Operating Systems: Windows
- Operating Systems: macOS
- Tools & Platforms: ServiceNow
- Tools & Platforms: SCCM
- Tools & Platforms: Microsoft Intune
- Tools & Platforms: Active Directory
- Tools & Platforms: Azure AD
- Tools & Platforms: Jamf
- Virtualization: VMware
- Virtualization: Hyper-V
- Virtualization: VirtualBox
- Scripting Languages: PowerShell
- Scripting Languages: Python
- Network Security: VPN
- Network Security: SSL/TLS Encryption
- Network Security: Firewalls
- Cloud Platforms: Microsoft Azure
Certification
- ITIL v4 Foundation (PeopleCert)
- WorkshopPLUS Remote - Office 365 (Microsoft)
Accomplishments
- Reduced average ticket resolution time by 25%, boosting user satisfaction by 15%.
- Spearheaded the CrowdStrike Falcon Project, strengthening endpoint security across the organization.
- Developed processes for scalable IT operations, ensuring future growth.
Timeline
Senior IT Support Services Analyst
Clarivate
03.2020 - 05.2024
IT Support Engineer
Microland Limited
03.2019 - 03.2020
Software Associate
Capgemini India Pvt Limited
03.2018 - 10.2018
Bachelor of Engineering - Computer Science and Engineering
Visvesvaraya Technological University
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