Priyadarshini Manjunath
Senior Analyst
Bengaluru,Karnataka
Summary
6.6 years of Experienced in Information Technology management professional in System Analysis, Incident Management, Team Leadership and Problem Resolution, as well as Personnel Administration and Professional Development. Possess exemplary skills in written and verbal communication, time management, organization, and departmental operations. Qualified to manage projects in fast-paced environment.
Overview
2023
2023
years of professional experience
Work History
Application/Cloud support senior Analyst
Accenture
8 2023 - 3 2024
Arranging bride calls for all major incidents.
Preparing reports which is required for daily access.
Monitoring mail box and actioning for each mail.
Senior Analyst-Incident management
Micro land
07.2022 - 01.2023
Monitoring mail box.
Preparing login reports.
Driving bridge calls till issue get closed.
Preparing dockets for major P1/P2 issues.
IT Administrator
Wipro InfoTech
09.2021 - 12.2021
Handling ticketing tools.
Escalating tickets to concerned team for issue resolution.
Actioning for each mail appropriately.
Assistance Engineer
Akhurath Engineers
01.2019 - 06.2021
Reporting day to day field activites to manager.
Arranging persons to field work.
Preparing quotations.
IT and System Analyst
Dimension Data
12.2017 - 08.2018
Handling ticketing tools.
Escalating tickets to concerned team for issue resolution.
Actioning for each mail appropriately.
Taking care of tickets que.
Create process documents and monitor SLA's for supporting projects.
Escalating tickets to concerned team for issue resolution.
Actioning for each mail appropriately.
Creation of ticket and tracking through lifecycle and documenting resolution for all issues.
Have good practice on ITIL framework to assist in day-to-day BAU operations.
Monitor support queues and provide response/support to customer inquiries through email, phone, and the service portal;
Triage and solve the assigned requests according to the service desk's standard operating procedure;
Perform approved changes using applicable graphical interfaces and/or scripting language;
Monitor and operate cloud performance and workloads;
Determine workload criticality, impact of disruptions, or performance degradation;
Maintain asset and workload inventory;
IT Analyst
Ericsson
07.2016 - 09.2017
Handling ticketing tools.
Answering to all incoming calls.
Handling service request and fulfills the user request through remote access
Escalating tickets to concerned team for issue resolution.
Actioning for each mail appropriately.
Taking care of tickets que.
Create process documents and monitor SLA's for supporting projects.
Escalating tickets to concerned team for issue resolution.
Actioning for each mail appropriately.
Creation of ticket and tracking through lifecycle and documenting resolution for all issues.
Have good practice on ITIL framework to assist in day-to-day BAU operations.
Monitor support queues and provide response/support to customer inquiries through email, phone, and the service portal;
Triage and solve the assigned requests according to the service desk's standard operating procedure;
Perform approved changes using applicable graphical interfaces and/or scripting language;
Monitor and operate cloud performance and workloads;
Determine workload criticality, impact of disruptions, or performance degradation;
Maintain asset and workload inventory;
IT Analyst
Wipro
10.2015 - 03.2016
Handling ticketing tools.
Escalating tickets to concerned team for issue resolution.
Actioning for each mail appropriately.
Taking care of tickets que.
Create process documents and monitor SLA's for supporting projects.
Escalating tickets to concerned team for issue resolution.
Actioning for each mail appropriately.
Creation of ticket and tracking through lifecycle and documenting resolution for all issues.
Have good practice on ITIL framework to assist in day-to-day BAU operations.
Monitor support queues and provide response/support to customer inquiries through email, phone, and the service portal;
Triage and solve the assigned requests according to the service desk's standard operating procedure;
Perform approved changes using applicable graphical interfaces and/or scripting language;
Monitor and operate cloud performance and workloads;
Determine workload criticality, impact of disruptions, or performance degradation;
Maintain asset and workload inventory;
Education
BE - Electronics and Communication Engineering
VTU
Belgaum, KarnatakaSkills
Client management
Disclaimer
I hereby declare that the information given above is true to the best of my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Roles And Responsibilities
- Preparing dockets and arranging bridge calls for all P1/P2 issues.
- Creation of ticket and tracking through lifecycle and documenting resolution for all issues.
- Have good practice on ITIL framework to assist in day-to-day BAU operations.
- Application troubleshooting and ability to coordinate with multiple teams to solve the issues.
- Support and maintain current IT User Zones and IT Application Availability Groups network infrastructure.
- Design, plan, and implement network IT Infrastructure for transformation, integration, or segregation throughout environment testing business. The projects also include installation, configuration, and migration of enterprise-level network IT infrastructure systems from legacy to new solutions.
- Propose and deliver solutions that best meet business needs in terms of security, cost, and bandwidth.
- Work closely with Server, Cloud, and Application team members to deliver the IT Infrastructure as part of broader projects. Act based on an end-to-end view of the infrastructure.
- Document the solutions delivered.
- Proven ability to work within SLA to solve customer issues.
- Handled Major incidents P1/P2 issues and resolution of M365 problems (Outlook, Office, Teams)
- Identify and access management problems (M365 Central Administration).
- Application issues requiring triage to respective application support groups (SharePoint, OneDrive, Windows).
- Registering incoming requests from end-users and escalating them appropriately based on internal processes (Service Desk workflow)
- Classifying each request according to internal policies and procedures (Service Desk workflow)
- Routing requests to appropriate teams or individuals as needed (Service Desk workflow).
- Manage the risks encountered throughout the software delivery lifecycle.
- Optimize and oversee the development and release processes.
- Meet delivery goals with consistency.
- Maintain up-to-date knowledge of ITIL including awareness of new or revised ITIL processes.
- High levels of compliance with all approved policies and procedures.
- Acts as shift manager and prepares login report for respective shifts.
- Resolving incidents within the specified SLAs on priority.
Timeline
Senior Analyst-Incident management
Micro land
07.2022 - 01.2023
IT Administrator
Wipro InfoTech
09.2021 - 12.2021
Assistance Engineer
Akhurath Engineers
01.2019 - 06.2021
IT and System Analyst
Dimension Data
12.2017 - 08.2018
IT Analyst
Ericsson
07.2016 - 09.2017
IT Analyst
Wipro
10.2015 - 03.2016
Application/Cloud support senior Analyst
Accenture
8 2023 - 3 2024
BE - Electronics and Communication Engineering
VTU
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