Madhusudhan Reddy
IT Analyst
Bangalore
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
6
6
years of professional experience
Work History
IT SUPPORT ENGINEER
HCL Technologies
4 2022 - Current
- End to end Client Server Support
- Managing Active Directory Objects like Users/Computers/Groups
- Managing Users & Groups through Server & Azure Portal
- Handling the customer queries through Desk Phone/Teams Call/Email
- Managing End to End Incident & Service Request
- Creating Incidents & routing to Different Team which all out of scope from our functional area
- Maintain Report to the Excel sheet
- Scheduling Teams meeting request with Team and Vendor as per the requirement
- User account password unlock and reset
- Sharing Bit locker key to the user when any incident receives for Bit locker
- MS Outlook Mail Configuration, Trouble Shooting
- Installing software to client machine
- VPN trouble shooting
- Intune mobile enrollment and troubleshooting
- Network shared drive access Grant/Revoke
- Updating MFA for users
- System Assembling, Operating System Installation, Safe Boot Installation & Troubleshooting
- Various Software Packages Installation
- Creating/Updating/resolving incidents in Service Now ticketing tool
- Responsible for P4, P3 Ticket Issues
- Troubleshooting the OS Related Problems in Desktops &Laptop
- Following up the Long Pending Incidents and applying 3 Strike Rule
- Excellent exposure on SNOW tool.
- Used ticketing systems to manage and process support actions and requests.
- Championed end-user satisfaction surveys leading to targeted improvements in helpdesk operations.
- Generated reports to track performance and analyze trends.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
IT SUPPORT ENGINEER
Teleperformance Global Pvt Ltd
05.2021 - 01.2022
- Responded promptly to after-hours support requests when necessary, demonstrating commitment to exceptional customer support at all times.
- Participated in regular performance review meetings with supervisors, seeking feedback on ways to improve individual skills or contribute more effectively to team success.
- Resolved customer complaints in prompt, polite and professional approach.
IT SUPPORT ENGINEER
Om Consultancy services
11.2018 - 10.2020
- Used ticketing systems to manage and process support actions and requests.
- Championed end-user satisfaction surveys leading to targeted improvements in helpdesk operations.
- Supported end users for their on-going regular IT issues.
- Achieved maximum customer surveys.
Education
Bachelor of Science - Mechanical Engineering
Vignan's University
Guntur, India 04.2001 -
Skills
Decision-Making
hobbies
Playing Badminton, cricket and Volleyball.
Cooking
Travelling.
languages
English, Hindi and telugu.
awards
Consistently ranked as the top performer for six consecutive Months, achieving the highest scores in C-SAT.
Timeline
IT SUPPORT ENGINEER
Teleperformance Global Pvt Ltd
05.2021 - 01.2022
IT SUPPORT ENGINEER
Om Consultancy services
11.2018 - 10.2020
Bachelor of Science - Mechanical Engineering
Vignan's University
04.2001 -
IT SUPPORT ENGINEER
HCL Technologies
4 2022 - Current