RAMANJULU VATIKALA
Senior Helpdesk Analyst
MADANAPALLE,ANDHRA PRADESH
Summary
Proven Senior Helpdesk Analyst at Encora Innovation Labs India Private Limited, enhanced help desk operations efficiency and significantly improved incident response times. Expert in ITIL, network troubleshooting, and fostering teamwork, streamlined major incident management, achieving a high client satisfaction rate. Skilled in advanced diagnostics and collaboration, consistently met critical deliverables, ensuring seamless IT support.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Senior Helpdesk Analyst
Encora Innovation Labs India Private Limited
2021.10 - Current
- Responsible and Acted as central communication point for major incidents - all Priority 1 issues and Priority 2 issues as required. Prioritizing major incidents based on business impact to client.
- Ensuring that all client deliverables are met within timelines and with a high level of quality and also the creation of a resolution plan for P1 & P2 incidents in major incident management.
- Streamlined help desk operations for increased efficiency and improved response times.
- Provided after-hours support for critical incidents, ensuring rapid response to minimize downtime or disruptions.
- Responsible for providing access to multiple cloud services through Microsoft Entra ID, including Azure DevOps, Google Cloud, Snowflake, Confluent Cloud, Azure RBAC, MongoDB, GitHub Copilot, Database access requests and handling requests for Entra ID.
- Ensuring that all client deliverables are met within timelines and with a high level of quality and also the creation of a resolution plan for P1 & P2 incidents in major incident management.
- Responsible for remediating vulnerabilities by monitoring Microsoft patches, proactively upgrading OS versions, and pushing failed patches using Manage Engine tool.
- ·Accountable for laptop deployment and replacement, IT accessories provisioning, IT asset inventory tracking and monitoring. vulnerability remediation, OS version upgrading, and patch deployment.
- Responsible for implementing and maintaining groups in Azure Microsoft Entra ID, Azure Virtual Desktop services, Microsoft Intune admin center, VDI provisioning and de-provisioning, device management, and patch deployment through Manage Engine tool.
- Collaborating with external consultants and service providers to resolve complex IT problems and ensure smooth operations.
- Recommending process improvement to Incident Management Process Owner. Making sure proactive follow-ups are in place to avoid Incident aging.
NOC Engineer
Unosis IT Solutions Private Limited
Bangaluru
2017.08 - 2021.10
- Monitored and maintained network and software components according to established guidelines and best practices.
- Improved network performance by monitoring, troubleshooting, and resolving complex technical issues.
- Supported global network users with connectivity, VPN, and access issues.
- Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
- Managing and monitoring all installed systems and infrastructure to ensure highest level of availability.
- Ensure smooth 24 X 7 NOC operations by analyzing network traffic on NPM: Logic Monitor
- Escalating all alerts and service requests to respective team and maintain SLAs.
- Configuring SNMP on windows servers and Network Devices.
- Providing support via emails and phone calls for customers any server related technical issues with concern resolution.
- Configuring newly added devices in Monitoring tools as well.
- Working on Logic Monitor Orion for configuring Nodes and other network devices.
- Working on Level 1 analysis for network and server related issues.
- · Providing reports to support teams which helps them to analyze root cause to fix issue.
- · Joining Bridge calls during Issues for sharing alerts and Reports with Incident Management.
- · Knowledge in Configuration and troubleshooting of Routing Protocols RIP, OSPF,EIGRP
- Maintaining Backup of Cisco Routers and Switches, Knowledge about TCP/IP and OSI Model.
- Knowledge in Configuration and troubleshooting of Routing Protocols RIP, OSPF,EIGRP, VLANs, VTP & STP.
Education
Bachelor of Arts - Computers
Sri Venkateswara University
Madanapalle, India 2014.06 - 2017.06
High School Diploma -
Board of Intermediate Education
Madanapalle, India 2013.06 - 2014.03
High School Diploma -
Board of Secondary Education
Peddamandyam 2011.06 - 2012.03
Skills
Advanced Diagnostics
Languages
Telugu
English
Hindi
Timeline
Senior Helpdesk Analyst
Encora Innovation Labs India Private Limited
2021.10 - Current
NOC Engineer
Unosis IT Solutions Private Limited
2017.08 - 2021.10
Bachelor of Arts - Computers
Sri Venkateswara University
2014.06 - 2017.06
High School Diploma -
Board of Intermediate Education
2013.06 - 2014.03
High School Diploma -
Board of Secondary Education
2011.06 - 2012.03
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