M.V.NAVEEN RATNA KUMAR
Secunderabad
Summary
Technology Analyst with a 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
10
10
years of professional experience
1
1
Certification
Work History
Senior Technical Analyst - I
Construction Specialties
Hyderabad, India
06.2020 - Current
- Lead, develop and motivate the team to deliver excellent technical/non-technical support with outstanding customer service, satisfaction and timeliness.
- Train and supervise the team of IT support engineers to ensure compliance with company standards.
- Provide second-level technical support for all internal and external customers.
- Prioritize staff workloads and manage resources for optimal performance to achieve departmental goals and meet business needs/objectives.
- Take Ownership to provide next-level support of company-supported infrastructure to resolve the majority of issues without escalation.
- Create and maintain technical documentation and user manuals.
- Respond to highly complex and technical user service requests/inquiries that involve problem recognition, research, isolation, and resolution.
- Help the Regional Operations Manager to Recruit, select, manage and develop employees.
- Educate end users on the use of hardware, software, and networks developed and implemented standard operating procedures for the IT department.
- Assessed department activities, determining ways to enhance operations performance.
- Supports and provides training for Audio/Video Conference equipment throughout the office this would include various projection equipment, Daily check and event start-up and support of Video Conference Systems (Television/Cable systems) Assists infrastructure teams.
IT Support Engineer
Milestone Technologies
07.2019 - 06.2020
- Responsible for solving issues, driving enhancements, and improving support for all IT-related functions on a day-to-day basis.
- Act as the primary contact for internal Uber support requests.
- Enrolling Mac Systems, downloading managed software.
- Managing & Troubleshooting on Active Directory (for user's & groups).
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Deploying new systems with managed OS image & Troubleshooting.
- Drive communication and priority within the business and Uber headquarters to ensure constancy across organization.
- Educates Uber employees on basic computing functions
- Project manage field specific components related to operational goals and application support.
- Responsible for maintaining local inventory accuracy and coordinating equipment logistics.
- Assist remote users through chat with access problems ranging from password resets to network access failures.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Provide basic A/V, mobile device management, and network support.
Senior Analyst
Deloitte
04.2016 - 07.2019
- Hands-on experience with the CA Service Desk and Service Now ticketing tool.
- Support and management of ODC (Off-shore Development center).
- Enrolling Mac Systems on Casper and above version OS, downloading managed software.
- Creating User and computer names in Active Directory and giving rights to users.
- Adding computers to the domain and creating the user profiles on Laptops and desktops.
- Tracking all the hardware and software in SAP assent management Tool.
- Expertise in fault isolation, troubleshooting, Installation, and system integration through Service system management tools like PC Compliance.
- Hands-on experience in configuring laptops, desktops, iPad and mobile devices.
- Installing all necessary software on laptops and desktops and copying data by the peer-to-peer method through the linchpin tool.
- Perform a quick investigation and diagnosis for solving problems.
- Supports and provides training for Audio/Video Conference equipment throughout the office.
Service Engineer
USART Technologies India Pvt
11.2013 - 04.2016
- Installation and configuration of network security devices, i.e
- SmartNA Network Taps and implementation of Security devices as per BluePrint.
- Collate the issues that occur on the network devices, conveying the same to the UK principals and troubleshooting accordingly, to give the customer the best possible solution.
- Configuration includes Firmware upgradation, and accessing the IP address to the device through Telnet and SSH network protocols.
- Expertise in fault isolation, Troubleshooting, Installation, System integration and monitoring of network security devices through Putty.
- Daily maintenance and problem solutions, software upgrades, and routine H/W configuration.
- Install recommended software, Managing and Interpreting client requirements.
- Have experience in providing technical support on mail-in for implementation, basic troubleshooting of networking devices and various client end issues.
Education
Bachelor of Technology(B.Tech) -
Nova College of Engineering and Technology
04.2013
Intermediate -
Sri Chaitanya Junior college
03.2009
High School Diploma -
St Xavier's Convent High School
05.2007
Skills
- Active Directory
- IT Service Management
- O365
- Tech Savvy
- InfoPath
- JIRA
- Mac OS
- Vendor Management
- Network Security
- OKTA
- ServiceNow
- Application Support
- SAP
- SharePoint
- Slack
- IT Security & Compliance
- Standard Operating Procedures
- System Integration
- ITIL V4 Foundation Certified
- Windows
- Technical Writing
Accomplishments
- Awarded Best Employee of the Year.
- Received two SPOT Award for excellent execution of projects.
- Setup 3 ODCs (Offshore Development Centers) by collaborating with multiple stakeholders and received an Outstanding Award.
Projects
- IT Asset management
12/2020, 06/2021,
Created a SharePoint site to track all the IT Assets at one place. Developed a List in InfoPath to collect the assets details. It's beneficial for the team to track the assets and for reconciliation.
- Hyderabad IT New Site Setup
04/2022, 06/2022,
New Office Setup. Setting up of all the AV/VC rooms for the site. Completing network health checks, make sure wired and wireless networks are up & running. Procuring all the Assets and peripherals required. Smooth movement of Users from old site to new one.
- Spain & Italy IT Transition
06/2023, 08/2023,
Providing remote support to the users from Spain & Italy. Preparing documentation for all the IT processes for sites specific to Spain & Italy. Setting up the daily, weekly and monthly priority works. Smooth handoff of the site to the new local techs.
Certification
- ITIL V4 Foundation Certified Professional, People Cert, Valid: Feb 2027
- ITIL 4 Practitioner Incident Management, PeopleCert, Valid: Feb 2027
Languages
Telugu
English
Hindi
Locations
- Secunderabad
- Hyderabad
Timeline
Senior Technical Analyst - I
Construction Specialties
06.2020 - Current
IT Support Engineer
Milestone Technologies
07.2019 - 06.2020
Senior Analyst
Deloitte
04.2016 - 07.2019
Service Engineer
USART Technologies India Pvt
11.2013 - 04.2016
Bachelor of Technology(B.Tech) -
Nova College of Engineering and Technology
Intermediate -
Sri Chaitanya Junior college
High School Diploma -
St Xavier's Convent High School