Bhanu Prasad
Systems Engineer, Infosys limited
Bengaluru
Summary
Personable and dedicated Customer Service Representative with extensive experience in IT industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
2020
2020
years of post-secondary education
2
2
Languages
Work History
IT Service Desk Analyst
Infosys Limited
03.2020 - Current
- Responsible for prompt resolutions of all incidents brought to the attention of the Service Desk that notifies senior management of non-routine problems or issues
- Azure AD device management cloud MFA and TAP management, user sign in logs validation, device enrollment and logs capture and bitlocker encryption recovery and fetching the adminstrative units for laptops.
- On Prem Active Directory - Creating special ID creation, Security and DL creation, Account and Password management modification
- SCCM - Checking NC, configuration and reinstallation
- Managed servicenow ticket requests to ensure timely responses are completed to meet client specific SLA
- Zscaler - ZIA, ZPA, ZDX related issues and client connector append configuration on zscaler adminstror portal
- Develop service level objective and supervise the team to ensure objectives are achieved or exceeded
- Monitor service calls to make certain proper procedures and policies are followed, ensuring that quality support is provided, and customer satisfaction is achieved
- Provide support for windows clients as needed with regards to VPN and Zscaler, network connectivity, hardware/software issues, etc
- Providing support on Onboarding for login procedure and other
- BYOD configuration based on MAM/MDM profile through intune.
- MS Outlook configuration, backup & restore and troubleshooting microsoft product like office 365
- Supervise team and provide leadership, finding new solutions for the issues.
- Assisted users in resolving technical problems by following standard procedures and escalating unresolved issues to the appropriate IT teams.
- Provided technical assistance to customers via email, troubleshooting hardware and software issues.
- Provided end-user training on new technologies as needed.
- Collaborated with other members of the IT team to ensure successful resolution of customer requests within established SLAs.
Education
Bachelor of Science - Computer Science
Sri Venkateshwara University
Skills
O365, Exchange console,
Accomplishments
- Best Project Award - services & process Excellence.
Disclaimer
All the above particulars furnished by me are true to the best of my knowledge and belief. I assure if I am given a chance, I will execute my work to the fullest satisfaction of my superiors.
Timeline
IT Service Desk Analyst
Infosys Limited
03.2020 - Current
Bachelor of Science - Computer Science
Sri Venkateshwara University
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