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
Account Management
Technical Troubleshooting
Adaptability
Technical Documentation
Hardware Configuration
Service Desk Team Management
Hardware support
System Configuration
Time Management
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