Bharat Kumar Badhan
Dubai,UAE
Summary
IT professional with expertise in Microsoft Office 365, Azure cloud services, and SQL query, ITSM. Proficient in troubleshooting basic network issues, managing Active Directory, and implementing effective problem-solving strategies. Experienced in project management, team collaboration, and performance reporting, with a focus on test implementation and case preparation. Committed to enhancing operational efficiency through cross-platform testing and effective inventory control.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
IT support Associate
Belson Innovation Technology
Dubai, UAE
2022.01 - 2025.11
- Deliver KPI’s against active ITSM processes
- Experience in ServiceNow and LogMwIn Rescue.
- Knowledge of Microsoft Azure cloud services and administration
- User and access management using Microsoft Active Directory.
- Managing Azure Virtual Machines, storage.
- To smoothen the impact of erratic workflow through effective Capacity.
- Planning, Leave Management, and Process Prioritization.
- Strong understanding of ITIL Service Management best practices with an emphasis on Incident Management, Problem Management, Change management,
- Interact with all levels of IT and business leadership
- Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market
- Service Desk handles incidents and requests and provides an interface for other ITSM processes. Provides life-cycle management of all service requests and keeps customers informed of progress
- Problem Management resolves the root causes of incidents to minimize the adverse impact of incidents and problems caused by errors in the infrastructure
- Knowledge Management documents processes, procedures, and troubleshooting activities to improve the efficiencies and effectiveness of the Service Desk, Technologists.
- Computer Operations event management, job scheduling, backup and restore,
Escalation Specialist (Shift lead)
Betsol Software Pvt Ltd
Bangalore, India
2013.02 - 2021.10
- Worked with a team of 35 members.
- Closely monitor the SLA of the incidents which are not resolved.
- To Lead and Motivate Team Members to deliver a high level of Customer Service by achieving the Daily SLA.
- Mentor the new joiners to deliver what is expected out of them.
- Monitor the incidents and service requests logged by the team.
- Have daily discussions with the team on the issues that are new and impacting the daily SLA.
- Check all the tickets that are escalated to the client group or CRM and follow up on those tickets driving them to closure.
- Give Feedback to the team on misses in Quality.
- Monitor the progress of the team on production, quality, and learning curve targets.
- Conduct regular 1-2-1 meetings with the technicians to discuss their performance.
- Manage the roster and manage the people required in the shift effectively so that we do not hit on production due to fewer head counts or staffing.
- To smoothen the impact of erratic workflow through effective Capacity Planning, Leave Management, and Process Prioritization.
- Ensuring the escalated incidents are resolved before breaching the SLAs.
- Daily huddles with the team to update the team on the issues which were either not resolved or transferred to level 2
- Ensure all the chats taken are logged in the tools used.
Senior Technical support officer
Mphasis
Bangalore, India
2009.02 - 2012.03
- I worked for HP providing support for HP Desktop, Touch smart PCs and few models of HP Notebooks
- Achievements and responsibilities:
- In three years of tenure, got two promotions and promoted to senior technical support office
- Analysing the technical queries over the chat and email session
- Providing the resolution to fix the issue on first contact
- Taking remote access on customer pc and troubleshoot the hardware, network and software issues
- Creating and tracking service tickets
- Tries to resolve the issue in service tickets and if necessary, then escalate to higher level and Maintains SLA (service level agreement)
- Worked as an ASG equivalent to shift lead to assist all Level 1 technicians.
Education
Diploma - Computer Science
B.S.F Institute of Technology
BangaloreHigh School Diploma - Bio Science
Bal Mandir Senior Secondary School
India 2002.04 - 2003.05
GED -
Bal Mandir Senior Secondary School
Kishanganj 2000.04 - 2001.05
Skills
- Microsoft Office 365 suite
- ITIL Process
- Troubleshooting and problem solving
- Basic Network issue resolution
- Test implementation and case preparation
- Project management
- Performance reporting
- Inventory control
- Database administration
- Complaint resolution strategies
- Cross-platform testing
- Azure cloud services
- Active directory management
- SQL Database Management
Certification
Persuining PMP
Certified Customer Experience Professional(CCXP
Microsoft Certified of Azure fundamentals AZ-900
Languages
English
Hindi
Affiliations
- Travelling during Vacation, Playing Cricket however I play few Indoor games aswell.
Timeline
IT support Associate
Belson Innovation Technology
2022.01 - 2025.11
Escalation Specialist (Shift lead)
Betsol Software Pvt Ltd
2013.02 - 2021.10
Senior Technical support officer
Mphasis
2009.02 - 2012.03
High School Diploma - Bio Science
Bal Mandir Senior Secondary School
2002.04 - 2003.05
GED -
Bal Mandir Senior Secondary School
2000.04 - 2001.05
Diploma - Computer Science
B.S.F Institute of Technology