Anjali K R
Dubai,UAE
Summary
Certified Technical Support Specialist with 11 years of experience in Enterprise Service Desk, IT Support, and Quality Support environments. Skilled in IT Asset Management (ITAM), including hardware/software tracking, lifecycle management, and inventory audits. Proficient in evaluating and supporting new software and network technologies to ensure optimal system performance and user satisfaction. Strong knowledge of networking concepts, contributing to effective troubleshooting and timely issue resolution. Committed to maintaining high service standards, system security, and delivering reliable, user-focused support solutions across enterprise environments.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
IT support analyst
SUMITOMO MITSUI BANKING CORPORATION (SMBC)
Dubai, UAE
04.2021 - Current
- Hands-on experience in IT Asset Management, End-User Services, and IT Service Management within corporate environments
- Skilled in managing full IT asset lifecycle, including hardware and software asset tracking, licensing compliance, and CMDB administration
- Proficient in ITSM platforms such as ServiceNow, Snow Software, Zendesk, and Jira for incident, change, and request fulfillment management
- Experienced in Microsoft 365 deployment and operations
- Strong understanding of infrastructure technologies including Networking/SDWAN, SAN, VMware, DNS, and Active Directory
- Knowledgeable in Microsoft Azure cloud ecosystems and security fundamentals, including Information Security (InfoSec) and Cyber Security
- Certified in ITIL3/ITIL4 or equivalent practical experience in IT Service Management
- Skilled in data analysis and reporting using advanced Excel functions (pivot tables, VLOOKUPs)
- Experienced in BYOD/MDM deployment and support
- Excellent verbal and written communication skills with strong problem-solving abilities
- Liaise with; 1st line technical support and control implementation of solutions as directed by internal and external parties; external vendors to ensure governance is completed and maintained.
Asset management analyst
EMIRATES NBD
Dubai
06.2020 - 04.2021
- Handling joiner movers and leaver process by issue or collection of assets, activation of necessary user access and providing IT clearance for the leavers.
- Coordinating with the asset department for raising the it orders for the required assets, arranging replacement and collection of unused and expired assets after regular audit of the inventory.
- Managing Leasing obligations ensuring timely returns of equipment’s and updating the inventory records.
- Taking remote sessions for applications trouble shooting, perform deskside support service per user or clients.
- Outlook configurations and troubleshooting by mapping PST files.
- Coordinate with hardware support teams and ensure replacement / provision of standby for the failed hardware system / component.
- Technical Support & End User Training.
- Performing routine security checks on the system, Monitoring and maintaining computer systems and networks.
Service Desk Engineer, Windows 10 Migration Project
EMIRATES NBD for WIPRO Technologies
Dubai
09.2019 - 01.2020
- Provide Support to Desktops, Laptops, Printers, and smart devices.
- Supporting Users by providing a timely and clear indication of the nature of the problem, the estimated time to completion, and possible interim alternatives.
- Maintaining IT Assets (Hardware and Software) Inventory, IMAC Process.
- Antivirus Installation and Trouble shooting.
- Managing Leasing obligations ensuring timely returns of equipment’s and updating the inventory records.
- Outlook configurations and trouble shooting by mapping PST files.
- Handling joiner movers and leaver process by issue or collection of assets, activation of necessary user access and providing clearance for the leavers after coordinating with necessary departments.
Associate Technical Support Engineer
Intertec Systems L.L.C
Dubai
11.2016 - 05.2017
- Maintain and support systems, workstations, mobile devices, printers.
- Worked on ticket system and tracked helpdesk requests. Respond to user service requests and resolve trouble tickets.
- Prioritized and escalated problems to higher levels and followed up with the solutions.
- Researched and recommended installation of advanced applications and antivirus software.
- Ensure system security for desktop and mobile devices
- Regular maintenance of the antivirus updating in the client systems and preparation of daily health check reports based on the same.
- Creating login IDs and passwords for employees to access the workstations.
- Recording, tracking, and documenting problem solving process.
- Preparing shift hand over reports and updating daily status reports.
Junior Engineer (Product Support for BRITISH TELECOM)
HCL Technologies Ltd
Chennai, India
06.2014 - 01.2016
- Installed, supported, and managed network technologies in a 24x7 business environment
- Diagnosed and resolved hardware, software, and network issues promptly and effectively
- Documented and tracked all requests in the incident management system
- Provided daily operational support and system administration for core network infrastructure
- Collected and updated data to assist with customer issues and concerns
- Prioritized and escalated critical issues to meet key performance indicators
- Collaborated with cross-functional teams to resolve escalated problems
Education
Bachelor of Technology - Electronics and Communication Engineering
Cochin University of Science And Technology
01.2010 - 01.2014
Skills
- Quality Management
- Operations Management
- MIS Reporting
- Service Desk Management
- IT Infrastructure
- Performance Tuning
- Technical Troubleshooting
- System Upgrades
- Optimization
- End-User Training
- Documentation
- Relationship Management
- Asset Management
- SolarWinds
- BMC Remedy
- Nixao
- Ivanti HEAT
- Citrix
- LANDesk
- Lansweeper
- Office 365
- Oracle
- Manage Engine
Certification
- Amazon Web Services Cloud Practitioner
- Business Analytics with Excel
- CISSP - Certified Information Systems Security Professional
Languages
English
Fluent
Malayalam
Native
Hindi
Fluent
Tamil
Intermediate
Timeline
IT support analyst
SUMITOMO MITSUI BANKING CORPORATION (SMBC)
04.2021 - Current
Asset management analyst
EMIRATES NBD
06.2020 - 04.2021
Service Desk Engineer, Windows 10 Migration Project
EMIRATES NBD for WIPRO Technologies
09.2019 - 01.2020
Associate Technical Support Engineer
Intertec Systems L.L.C
11.2016 - 05.2017
Junior Engineer (Product Support for BRITISH TELECOM)
HCL Technologies Ltd
06.2014 - 01.2016
Bachelor of Technology - Electronics and Communication Engineering
Cochin University of Science And Technology
01.2010 - 01.2014
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