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
09.2016 - 01.2022
- 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.
01.2014 - 08.2016
- 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.
03.2013 - 09.2013
- 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
07.2009 - 10.2012
- 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 04.2001 -
Skills
Remote Technical Support
Software Support
Desktop support
User Training
MCSA Certification
Training Materials Development
Excellent Communication
Issue and Resolution Tracking
Hardware and Software Configuration
Network Troubleshooting
Certification
CCNA
Timeline
Service Desk Analyst
Allegis Services (India) Pvt. Ltd. Client: VMware
09.2016 - 01.2022
Sr. Technical Support Engineer
InfraAce Technologies, Pvt Ltd.
01.2014 - 08.2016
IT Help Desk
Magna Infotech, Quess Client: JPMorgan Chase & Co.
03.2013 - 09.2013
CCNA
06-2010
Junior System Administrator
Salamandra Info Solutions
07.2009 - 10.2012
Bachelor of Science - Advance Zoology & Biotechnology
Loyola College
04.2001 -