Prasad Burra
Hyderabad
Summary
A challenging position in the field of IT ServiceDesk, which provides an opportunity to work on state of art Information Technology with lots of room for Professional advancements.
Having 9+ Years of Experience in IT infrastructure management services. Currently working as an IT ServiceDesk Lead.
Overview
10
10
years of professional experience
Work History
Team Lead - IT Service Desk
IVY Software Development Services Pvt Ltd/IVY Mobitech Services Pvt Ltd
Hyderabad
2017.01 - Current
- Managed training and development initiatives to boost team expertise.
- Conducting regular performance evaluations, providing constructive feedback and personalized coaching.
- Collaborated with manager to develop strategic plans for future projects and initiatives.
- Increased awareness among team members about the criticality of data privacy and security as well as bolstered knowledge in cybersecurity.
- Served as primary point of contact for ITGC Audit - KPMG within our IT ServiceDesk team, consistently providing requested evidence.
- Conducted regular user access audits (including 3P accounts) via ServiceNow
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Maintained consistent adherence to company policies and procedures within the team.
- Collaborated with team members to resolve aged tickets that violated SLA deadlines
- Consistently provided detailed reports through ServiceNow, effectively communicating IT metrics to the EUS Leadership Team on a monthly basis.
- Effectively handled and resolved escalations from various stakeholders, including internal teams and external users.
- Oversaw management of Azure Active Directory Accounts, Teams telephony, and O365 exchange.
- Effectively resolved tickets allocated in call allocation system through use of service now ticketing tool
- Managed various SSO Applications like Atlassian and Version One, ensuring proper function. Additionally, maintained Adobe and JetBrains licenses.
- Handled Email Server duties along with Teams administration
- Offered on-call support for customers in the US and UK through remote means.
- Effectively led and guided team members, ensuring on-time task completion with high quality standards.
- Analyzed key performance indicators to identify effective strategies.
VDI DESKTOP SUPPORT ENGINEER
IMSI INDIA PVT LTD (IBM CLIENT)
2014.11 - 2015.07
- Creating Vms through fedora operating system
- Assigning vms and providing disk quota implementation
- Resolving tickets through Bionet ticketing tool
- Thin clients trouble shooting
- Remote assistance on desktop applications through VNC and Remote Desktop
- Finding Hardware faults and replacing the defected parts
- Installing and maintaining various standard 3rd party software as per user requirements
- Disk Quota Implementation and File & print servers Implementation
- VPN configuration in Client Systems
- Checking antivirus status on systems and maintain up to date definition files
- Configuration of various Printers, Modems & Scanners
- Central management of printer spooling and checking fired status of print jobs
- Removing the access to mass storage device and floppy drive access in users’ profile if require data protection on that systems
- Resolving the tickets allocated in call allocation system
- Troubleshooting the windows Active Directory Domain profiles in network
- Develop and maintain installation and configuration procedures
- Maintain daily Database backups as per the Schedule.
Desktop Support Engineer
Techno Soft Global Services Pvt Ltd
- Resolving the tickets allocated in call allocation system by using service now ticketing tool
- Troubleshooting the windows Active Directory Domain profiles in network
- Develop and maintain installation and configuration procedures
- Maintain daily Database backups as per the Schedule
- Configuring and Troubleshooting Cisco Devices(Cisco IP Phones) and Mobile Devices Like (IPhone and IPad and Samsung Devices)
- On Call Support and Remote Support by Using GotoAssist Tool
- Av and Vc support
- Application support
- Configuring and Managing AD, DHCP, DNS Servers in the corporate network
- Windows 2003&2008 -Active Directory GPO Implementation and analyzing system security policies.
Education
B. Tech - ECE
SRR Engineering College
01.2010
Intermediate -
Spectra Junior College
01.2006
SSC -
Koutilya High School
01.2004
Skills
- Operating Systems
- WINDOWS 2003&2008/2K/XP/Vista/7/8, 10,11
- Windows server 2019
- Tools and Packages
- Office 365
- MS Office
- Outlook 2016
- Outlook 2013
- Firefox
- Edge
- Chrome
Computingskills
WINDOWS 2003&2008/2K/XP/Vista/7/8, 10. Windows server 2019, Office 365, MS Office, Outlook 2016, Outlook 2013, Firefox, Edge, Chrome
Personal Information
- Father's Name: B. Sudhakar
- Date of Birth: 07/20/89
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Languages
Telugu, English, Hindi
Timeline
Team Lead - IT Service Desk
IVY Software Development Services Pvt Ltd/IVY Mobitech Services Pvt Ltd
2017.01 - Current
VDI DESKTOP SUPPORT ENGINEER
IMSI INDIA PVT LTD (IBM CLIENT)
2014.11 - 2015.07
Desktop Support Engineer
Techno Soft Global Services Pvt Ltd
B. Tech - ECE
SRR Engineering College
Intermediate -
Spectra Junior College
SSC -
Koutilya High School
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