Sandeep Goud Arukala
Ibrahimpatnam
Summary
Results-driven IT professional with 9 years at Tata Consultancy Services, excelling in incident management and remote support. Proven expertise in Active Directory and Office 365 troubleshooting, coupled with strong communication skills. Successfully enhanced client satisfaction through effective problem resolution and streamlined IT support processes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Desktop engineer and Asset management
Tata consultancy services
Hyderabad
07.2022 - Current
- Strong knowledge of IT concepts 9 years of professional experience in desktop engineering and end user support.
- Proficient in ITSM tools such as ServiceNow, demonstrating strong skills in incident and change management.
- Comprehensive understanding of client operating systems including Windows 11 and windows 10 with strong troubleshooting skills in Office 365 applications (Outlook, Excel, PowerPoint, Word, Teams).
- Solid expertise in managing Remote Desktop Services, Azure Virtual Desktop (AVD), and Citrix Workspace for effective remote support.
- Advanced knowledge of Active Directory and Group Policy management to support user environments.
- Test alternative pathways until you resolve an issue.
- Record technical issues and solutions in logs.
- Direct unresolved issues to the next level of support personnel.
- Report on customer feedback and potential product requests.
- Help create technical documentation and manuals.
- Responding to client support requests.
- Installing and upgrading operating systems and computer software.
- Excellent interpersonal skills.
- Demonstrated ability to work effectively in multi-cultural environments, showcasing adaptability and appreciation for diverse perspectives.
- Good written and verbal communication skills.
- Provided technical support for desktop hardware and software issues.
- Installed and configured operating systems on user workstations.
- Diagnosed network connectivity problems and implemented solutions.
- Collaborated with team members to improve IT support processes.
- Documented technical procedures and user guidelines for reference.
- Configured remote access solutions for mobile workers.
- Installed software applications as required by end users.
- Resolved printer, scanner related problems by troubleshooting hardware, software issues.
- Managed Active Directory accounts including creating new users, resetting passwords, managing group memberships.
- Documented and updated technical procedures, user guides, and policies for desktop support.
- Coordinated with vendors for warranty and non-warranty hardware repairs and replacements.
- Provided excellent customer service, resolving issues promptly and maintaining high satisfaction levels.
Analyst
Deloitte Pvt Ltd.
Hyderabad
06.2017 - 07.2022
- People Management and Resource Management.
- Monitoring mailbox and negotiating the deadlines.
- Identifying task and managing workflow.
- Creating reports of the workflow from service now.
- Identifying skills and assigning projects.
Content Analyst
Minvesta BPO Pvt Ltd
Hyderabad
11.2015 - 05.2017
- Over 18 months of experience in Content Design, GIS (Geographical Information System) software application Implementation.
- Work with the QC (Quality Control) team where the edits are rechecked to ensure the quality of work and approve/publish the content live on Google Maps.
- Provide analytical and data driven Decision-making support.
- Work closely with leads & managers to develop and define new and improved metrics, tools and Reports.
Education
B. TECH - Electronics and Electrical Engineering
JNtuh
01.2014
Skills
- ITSM tools
- Incident management
- Remote support
- Operating systems installation
- Customer service
- Workflow management
- Team collaboration
- Active directory
- Remote desktop management
- Ticketing systems
- Software installation
- System administration
- Asset management
- Reimaging
- ServiceNow
- Client operating systems
- Office 365
- Troubleshooting
- Outlook
- Excel
- PowerPoint
- Word
- Teams
- Desktop administration
- End User Technology
- Compliance
- SLAs
- Operating Systems
- Drivers
- Applications
- Laptops
- Mobiles
- Remote Desktop Services
- Azure Virtual Desktop
- Citrix Workspace
- Supply Chain module
- Inventory
- Master Planning
- Procurement & Sourcing
- Service
- Warehouse
- Asset Management
- Communication skills
- Collaboration skills
- Problem-solving skills
- Technical issues
- Adapt to new technologies
- Team meetings
- Technical support services
- IT support services
- Response time targets
- Hardware and software installation
- End user support
- Issue resolution
- Mac OS operating system
Certification
ITIL 2019 Certified, GR671120698SK
Accomplishments
- Recognized for the exceptional work and extended support on weekends in terms of vouchers in TCS.
- Recognized as the best team player and rewarded with applause and spot awards for the same over various quarters.
- Moved from Analyst level to Workflow Coordinator in Deloitte.
Hobbies and Interests
- Music
- Playing indoor and outdoor games
Disclaimer
I hereby declare that the above information is correct to the best of my knowledge and belief.
References
Can be provided upon request.
Personal Information
Title: A result-oriented professional offering over 9 years 7 months of extensive experience in IT Support, Team Management, Performance Management, great experience Client IT Support Acquisition.
Timeline
Desktop engineer and Asset management
Tata consultancy services
07.2022 - Current
Analyst
Deloitte Pvt Ltd.
06.2017 - 07.2022
Content Analyst
Minvesta BPO Pvt Ltd
11.2015 - 05.2017
B. TECH - Electronics and Electrical Engineering
JNtuh