Rakesh D
Bangalore
Summary
Experienced and self-driven IT Support Analyst with over a decade of experience providing technical and non-technical support for optimal system performance. Skilled in diagnosing complex issues, implementing effective solutions, and improving user satisfaction. Proficient in managing IT infrastructures, deploying new technologies, and leading system migrations with minimal downtime. Detail-oriented and proactive IT Support Analyst with 3 years of experience in asset management, IT policy documentation, ticket management & analysis using ServiceNow, and IT infrastructure management. Strong understanding of ITIL processes, exceptional problem-solving skills, and ability to manage multiple tasks effectively in a fast-paced environment.
Overview
13
13
years of professional experience
Work History
IT Support Analyst
Nike India Technology Center Pvt Ltd
07.2022 - Current
- Managed and maintained the asset management system, ensuring accurate tracking of hardware assets across the organization.
- Supported the configuration, deployment, and maintenance of IT infrastructure, including servers, networking equipment, and workstations.
- Provided Level 1 and Level 2 support for hardware, software, and networking issues, consistently meeting service level agreements (SLAs).
- Utilized ServiceNow to manage, prioritize, and resolve incoming IT service tickets, tracking incidents, requests, and changes from initiation to resolution.
- Collaborated with cross-functional teams to document and maintain IT policies, procedures, and technical troubleshooting guides.
- Analyzed ticket trends and identified recurring issues, providing suggestions for process improvements and root cause analysis to minimize future incidents.
- Conducted regular audits of IT equipment and systems to ensure compliance with company policies and industry’s best practices.
- Assisted with user account management in Active Directory, including creation, modification, and deletion of user accounts.
- Managed IT hardware inventory, ensuring proper documentation and efficient distribution of equipment.
- Assisted in troubleshooting network connectivity issues, escalating critical problems to senior network engineers.
- Provided training and support for employees on common software applications and IT policies.
- Managing & Monitoring the End User Computing (EUC) Team.
- Successfully completed meeting room upgradation and Lab Set up.
Assistance Manager
Safexpress Pvt Ltd
07.2018 - 07.2022
- Operational & escalation metric Management.
- Salesforce implementation & training.
- Salesforce module documentation for different aspects of business and escalation POC.
Area Sales Representative
Videocon Consumer Durables
12.2017 - 07.2018
Key Account Manager
Goodlass Nerolac Paints Pvt ltd
08.2013 - 12.2017
Area Sales Manager
Simplilearn
10.2012 - 01.2013
Education
Bachelor of Computer Applications -
Kuvempu University
01.2010
Master of Business Administration - Marketing & HR
NSB NIILM School of Business
01.2012
Skills
- User support and problem resolution
- Asset Management
- ServiceNow Ticketing System
- Confluence & Jeera tool
- IT policy compliance documentation
- Infrastructure operations management
- Network performance analysis
- Hardware & Software Installation
- Active Directory Management
- End-User Training & Support
- AOP analysis and reporting
- Project management for infrastructure
- Problem-solving
Disclaimer
I hereby declare that, the above furnished details are true to the best of my knowledge. Thanking you, Rakesh D
Timeline
IT Support Analyst
Nike India Technology Center Pvt Ltd
07.2022 - Current
Assistance Manager
Safexpress Pvt Ltd
07.2018 - 07.2022
Area Sales Representative
Videocon Consumer Durables
12.2017 - 07.2018
Key Account Manager
Goodlass Nerolac Paints Pvt ltd
08.2013 - 12.2017
Area Sales Manager
Simplilearn
10.2012 - 01.2013
Master of Business Administration - Marketing & HR
NSB NIILM School of Business
Bachelor of Computer Applications -
Kuvempu University
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