Maruthy Kondapally
Bengaluru
Summary
IT Operations Analyst with 7+ years of experience in L1 Support, IT Infrastructure Management, and System Administration. Proven expertise in incident and service request management, ITIL-based service delivery, Active Directory administration, and Data Center operations. Skilled in troubleshooting Windows and networking issues and ensuring high availability in 24/7 business environments. Comprehensive practical experience in IT service management, facilitating incident management and root cause analysis. Troubleshooting windows , networking related issues with cross domain support functions coordination ensuring smooth business operations. Taking full responsibility for driving activities until completion, while providing regular updates to relevant stakeholders. Closely working with business to understand their IT requirements and render support in enablement and business delivery.
Overview
4
4
Certifications
Work History
IT Operations Analyst
Accenture
- Steering all active directory objects such as domain, user accounts, groups, OU’s computers, file and print services.
- Understanding the Requirements and Functional Specifications of the application.
- Adhering to ITIL process for incidents and Service request through SNOW ticking tool.
- Managing day to day IT operations in a 24
- 7 framework guiding teams to uphold essential business processes and infrastructure.
- Driving critical escalations, high priority tickets, real time issues, escalations, operational SLA’s, compliance with the information security requirements covering all shifts (24/7) support. Ensuring to meet all client SLA’s.
- Maintained high level of customer satisfaction for the services rendered by ensuring quality deliverables, best practices and fostering effective communication with operations team.
- Managing Data Center that hosts critical server and network devices ensuring compliance as per organizations standards and ensuring high availability and reliability of IT infrastructure.
- Enabling business transition by providing required support in technology enablement, regular support in terms of any technical issues faced by them, arresting issues, handling escalations and fixing them within stipulated timelines to ensure smooth business operations.
- Having knowledge in OS installation of Ubuntu 22.04,20.4 version and configuration, basic troubleshooting steps.
- Knowledge of MAC enrollment and troubleshooting day to day reported issue.
- Establishing Printer server compliance and Printer hardening as per IT security compliance- 100% adherence.
- Configuring Win11 customized images in WDS server and re-imaging the systems using network PXE boot.
- Performing user management like Host Name creation / Deletion / Movement / Password reset / ID unlock as per approved ticket.
- Ensuring proper communication between L1 and L2 teams and observed the resolution to escalations within the given Service Level Agreements (SLAs).
- Managing & maintaining IT systems, applications, and communication equipment within the organization in accordance with documented processes, procedures, guidelines, and instructions.
- Facilitating proper communication between L1 and L2 teams and observed the resolution to escalations within the given Service Level Agreements (SLAs).
- Acting as BCP Analyst for BDC location projects to successful recover of every project either my IT Simulation or with location wise Recovery as per Client agreed SLA for the facility projects.
- Delivered training to employees across the BDC10 facility departments on NS/DS L1 operations.
- Provide the L2 support for Windows & Network related issue for Ventures and acquisition.
Education
B.Tech - Electronic Communication Engineer
JNTU Kakinada
Kakinada, A.P, India01.2016
Skills
- IT service Management
- Incident/Service Request Management
- Microsoft Windows Administration
- Ubuntu OS Configuration
- Mac Enrollment & Troubleshooting
- Network & System Troubleshooting
- Hardware and Printer Management
- Data Center Management
Certification
Microsoft AZ-900
Timeline
IT Operations Analyst
Accenture
B.Tech - Electronic Communication Engineer
JNTU Kakinada