Talla Santhosh Kumar

• Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations.
• Improved network efficiency by implementing new server configurations and optimizing system operations.
• Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
• Conducted regular performance evaluations to identify areas for improvement and develop targeted action plans for continuous enhancement of IT services.
• Established a robust IT service management framework based on industry standards such as ITIL, driving quality improvements and operational excellence.
• Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
• Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
• Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
• Managed service desk operations, overseeing incident resolution and maintaining high customer satisfaction levels.
• Analysed service desk performance, identifying trends and areas for improvement.
• Streamlined communication between technical support and other departments to improve service delivery times.
• Developed and implemented service desk policies and procedures to streamline operations.
• Implemented a knowledge base for common issues, reducing resolution times and improving user self-service.
• Collaborated with IT departments to integrate new technologies and improve service desk efficiency.
• Collaborated with sales teams to provide technical insights during product demonstrations and presentations.
• Analysed technical support processes and implemented strategies to enhance customer satisfaction levels.
• Oversaw the management of service level agreements SLAs, ensuring compliance and meeting performance targets.
• Established clear communication channels between the service desk and other IT teams to facilitate issue escalation.
• Managed inventory control, reducing waste and ensuring optimal stock levels at all times.
• Developed and delivered comprehensive training programmes, improving team skills and performance.
• Conducted performance reviews, identifying areas for development and rewarding high achievers.
• Implemented cost-saving strategies, resulting in a 15% reduction in operational expenses over two years.
• Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
• Negotiated with vendors and service providers to secure cost-effective solutions for asset maintenance and upgrades.
• Managed financial assets within established investment policy and risk framework.
• Played a pivotal role in the digital transformation of asset management operations, leading to increased transparency and stakeholder engagement.

Key Roles :

Managing IT Helpdesk & EUC Teams

Taking care of IT Asset Management Team

End to End Responsible for Internal & External Audits

Good at Preparing the Reports as per the Management Requirement

• Managed Team of 38+ including IT helpdesk and EUC teams
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
• Reduced supply expenses, cut production costs and lowered financial expenditures to increase bottom line.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
• Escalated incidents to next level to remain compliant with company's standards and procedures.
• Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
• Reported on status for each project to appropriate stakeholders.
• Updated customers and senior leaders on progress and roadblocks.
• Planned, monitored and analyzed project costs to meet financial goals.
• Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
• Built successful project plans covering objectives, resources and staffing to meet schedules.

IT Asset Management

Working on Allocation, retrieval, movements, Procurement and disposal of the assets
as per Organization standards.
• Maintaining the Asset register with asset changes happening in the Organization on
daily basis.
• Allocating the assets as per request raised by the End users with proper approvals.
• Retrieving and assigning of asset in project movements.
• Contacting the Vendors on performance and hardware damages and making the
asset working.
• Performing weekly stock checkup and sharing the reports to the management.
• Identifying the gaps on asset usage and reaching end users and make them
compliant.
• Collecting the data from project teams about the projection and procuring the same
as per the requirement.
• Conducting weekly floor walk and removing the idle and unused assets laying on the
floor.
• Attending daily standup calls conducting by Management and providing the current
status of assets.
• Software Asset Inventory of all the purchased Software.
• Information of all Software licensing servers/Application Deployment Servers and
Software Storage Servers present in the Organization.
• Agreement details of client provided licenses.
• Track of allocated licenses with user names and project information.
• Tracker of approved trial software and remove them after trial expiry.
• Prepare and provide all licensed software usage, dashboard and required/deficit
software to the Management periodically for review.
• Notify Project managers concerned for the licensed software renewals assigned for
project specifically if the renewal date is nearing.
• Requesting the team to share the licensing compliance report to reduce the budget
for future purchasing of new licenses.
• Revoking of licenses which are not in use in the name of users and same will be used
for some other projects based on the requirement.
• Safeguard all the procured software license /Agreement information for showcasing
in Audits.

IT Helpdesk & EUC

Handling incoming incidents via calls and emails properly and effectively.
• Setup desktop computers and peripherals.
• Train end users on usage of computer hardware and software.
• Escalating Calls and issues where necessary to senior management and team
Leaders.
• Responsible to log tickets on respective issues.
• Responsible to update all ticket logs and submitted them to Management.
• Computer setup, installation of various software applications and taking care of
issues related to applications.
• Remote troubleshooting of systems using Remote Desktop service
• Maintain computer peripheral devices like printers and resolve associated problems.
• Creating Profiles in Active directory and maintaining the services in it.
• Configure and Troubleshoot Outlook profiles to the users.
• Responsible for handling issues related to configurations and troubleshooting.
• Manage end user accounts and providing access to FTP/SFTP and handling the issues
related to them.
• Providing VPN access and handling the issues related to VPN for the end users.
• Providing and maintaining the SVN access and File server access.
• End user support for Symantec Encryption and Symantec Antivirus.
• Documentation Handling.
• Managing end user accounts and providing access to OneDrive and handling issues
related to them.

Roles :

• Resolved issues and escalated problems with knowledgeable support and quality service.
• Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
• Managed key information technology and compliance programs for proactive risk management.
• Developed IT policies to comply with applicable laws.

A broad understanding of computer hardware and software, including installation, configuration, troubleshooting and support for laptops and desktops

Creating, Enabling & Disabling Users, Moving users to concern department groups, changing permissions of files and file systems and giving rights to the different Network Drives from Active Directory as requested by the employees.

Imaging & re‐imaging end user desktop & laptop machines using ghost image & SCCM

Escalate the ticket to next level support team if required and following-up with them until the ticket closure

Complete ownership of the ticket, right from opening of the ticket till the closure

Used SCCM to remote assist customers in troubleshooting various issues

Attending client calls and gaining required knowledge for the process

Remote assistance to users onsite

Responsibilities:

Currently using HP Remedy Ticketing Tools

Tackling LAN related issues at Customer End and internal.

Installing and configuring VMware workstation.

Creating the map drives and multiple map drives for users on Win 2008 servers

Resolving issues related to Outlook 2007 & 2010, MS Lync, browsers, java settings and internal applications.

• Worked with stakeholders to determine implementation and integration of system-oriented projects.
• Assisted employees with resolving network problems at remote locations.

• Roles & Responsibilities :
• Troubleshooting Laptop and Desktop issues,
• Creating, enabling & disabling users, Moving users to concern department groups
• Using Service Now as Ticket Logging System
• Acting as Level 1 & 2 IT point of contact for troubleshooting users via remote access, phone, ticketing system or e-mail for hardware/software related issues & upgrades
• Resolving issues related to:
• Outlook 2003 & 2010
• Laptop login with McAfee End-point Encryption add Bit Locker by using Smart Card
• Cisco IP Phones, IP Communicator & VPN Client
• Hardware settings like Printers, Projectors, Scanners & DVD Drives
• Solutions for software, hardware & printer related problems on Windows XP & 7 for both laptop & desktop
• Looking after:
• Installation of various versions of operating systems
• Maintenance of Town Hall Meetings, Training & Conference Rooms, Meeting Rooms, etc.
• New Hire & Loaner Process and Exchange Server & AD
• Imaging & re‐imaging end user desktop & laptop machines using ghost image & boot able pen drives