Sankar Ananth G
IT Service Desk Analyst
Bengaluru,KA
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Allegis Services (India) Pvt. Ltd. Client: VMware
2016.09 - 2022.01
- Management of Windows Active Directory, including the creation of service accounts, security groups, and user access management.
- O365 and Exchange management, including creation of distribution lists, Automated distribution list, O365 groups, shared mailboxes, shared calendar’s, room mailboxes and user access management to DL and mailbox’s)
- Identifying and resolving technical problems on both Windows and Mac operating systems.
- Utilizing Intelligent Hub (AirWatch) for managing mobile devices.
- Resolving access issues and troubleshooting within the VMware Horizon desktop environment.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for colleagues.
- As a Level 2 support engineer, my responsibility entails addressing technical inquiries and providing solutions for both Level 1 staff and subject matter experts (SMEs).
- As a member of the knowledge management team, I contributed by crafting informative knowledge articles.
Sr. Technical Support Engineer
InfraAce Technologies, Pvt Ltd.
2014.01 - 2016.08
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
- Maintained strong relationships with key clients through regular communication and personalized support strategies.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Setting up routers and modems
- Diagnosing internet connectivity issues, Optimizing computer performance and resolving Windows-related problems
- Setting up email clients such as Outlook Express, Outlook, and Mac Mail
- Deploying and configuring Symantec End Point Protection, Transitioning from Symantec Antivirus (SAV) to Symantec Endpoint Protection (SEP)
- Resolving communication issues between SEP clients and servers
IT Help Desk
Magna Infotech, Quess Client: JPMorgan Chase & Co.
2013.03 - 2013.09
- Provided computer help desk support and technical training on hardware and software to clients over phone.
- Take ownership of tickets and seeing it through to closure.
- Ensuring that all call details are captured and entered in logging software.
- Escalating calls and issues where necessary to next level of support.
- Assisted a colleague in setting up multifactor authentication keys.
- Identified issues, analyzed information and provided solutions to problems.
Junior System Administrator
Salamandra Info Solutions
2009.07 - 2012.10
- Responsible for the local network and computers.
- Installing operating system on pcs.
- Creating users and managing their accounts.
- Crimping the cable and setting up new network to the system.
- Adding computer to the domain from workgroup
- Set up and manage file haring over the network
Education
Bachelor of Science - Advance Zoology & Biotechnology
Loyola College
Chennai 2001.04 -
Skills
Remote Technical Support
undefinedCertification
CCNA
Timeline
Service Desk Analyst
Allegis Services (India) Pvt. Ltd. Client: VMware
2016.09 - 2022.01
Sr. Technical Support Engineer
InfraAce Technologies, Pvt Ltd.
2014.01 - 2016.08
IT Help Desk
Magna Infotech, Quess Client: JPMorgan Chase & Co.
2013.03 - 2013.09
CCNA
2010-06
Junior System Administrator
Salamandra Info Solutions
2009.07 - 2012.10
Bachelor of Science - Advance Zoology & Biotechnology
Loyola College
2001.04 -
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