Hinesh Bandlamudi
Dubai
Summary
IT Service Desk Analyst Profile Engaged into IT Infrastructure and operations from the last 4 years with best organizations. Acted as mid point for end user and expert teams.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Multiplex Constructions LLC
07.2022 - Current
- Handling Incident management and Request Management.
- Access and Identity Management within hybrid environment between Azure and Active Directory for internal employees and external employees.
- Handling security operations using Microsoft 365 Defender and Microsoft Sentinel.
- Handling Network operations limited to monitoring using tools such as Cisco Meraki and SolarWinds.
- Collaboration within different IT/non-IT teams within organization globally.
- Exploring technical issues and documenting knowledge base articles for internal IT and for end users.
Digital Interaction Executive
247.ai India Pvt Ltd
05.2020 - 12.2020
- Handled technical IT related issues via chat, email and phone.
- Worked as an L2 support agent and resolved technical problems remotely.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded technical support needs.
- Researched product and issue resolution tactics to address customer concerns.
Associate (Technical Support)
SMEC Labs India Pvt Ltd
12.2018 - 04.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with updating technical support best practices for use by team.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
Sr.Associate(Technical support)
Tech Mahindra
12.2018 - 04.2020
- Worked within the firm and supported over E-mail, Phone, and
- Text for both International and Domestic wide
- Good practices on Incident management and request management
- Run computer maintenance(Virus checks, Anti-virus checks
- Security maintenance, Disk-checks, Defragmentation for computers.
- Trouble shoot ERP software related issues, Software drivers and
- Hardware parts support
- Remote support via third party applications such as zoom, Team viewer etc
- Replication, group policy, security, schema changes, etc.)
Education
Bachelor of Science - Computer Applications
Himalayan University
Delhi, India04.2022
High School Diploma -
Sri Chaitanya Junior College
Visakhapatnam, India04.2015
GED -
Siddhartha Model High School
Hyderabad, India04.2013
Skills
- User Experience
- Software Diagnosis
- Apple IOS
- Data Recovery
- Staff Training
- Hardware Upgrades
- Desktop Support
- Troubleshooting and Assistance
- Component Replacements
- Data Connectivity
- Account Management
- Configuring Devices
- MS Office Proficiency
- Mac Systems
- Windows 10
- Hardware and Software Configuration
- Responding to Technical Questions
- Computer System Maintenance
- User Guidance
- Appointment Scheduling
- Issue Troubleshooting
- Onsite Instruction
- Call Center Operations
- Microsoft Windows and Office
- Service Desk Team Management
- Collaborative Team Player
Certification
- Microsoft certified: Security operations analyst(SC-200)
- Microsoft certified: Identity and Access Administrator (SC-300)
- Microsoft certified: Azure Fundamentals(AZ-900)
Languages
English
Upper intermediate (B2)
Hindi
Elementary (A2)
Telugu
Bilingual or Proficient (C2)
Timeline
IT Service Desk Analyst
Multiplex Constructions LLC
07.2022 - Current
Digital Interaction Executive
247.ai India Pvt Ltd
05.2020 - 12.2020
Associate (Technical Support)
SMEC Labs India Pvt Ltd
12.2018 - 04.2020
Sr.Associate(Technical support)
Tech Mahindra
12.2018 - 04.2020
Bachelor of Science - Computer Applications
Himalayan University
High School Diploma -
Sri Chaitanya Junior College
GED -
Siddhartha Model High School
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