Madhu S
Senior Technical Analyst | Service Desk Lead
#60 moodallappa cross, 560004, Bangalore, IN.About
Highly accomplished Technical Analyst and Service Desk Lead with over 13 years of progressive experience in IT operations, support, and team leadership. Proven expertise in Windows, macOS, hardware, software, and network operating systems, coupled with strong communication and problem-solving abilities. Adept at collaborating with core IT teams to deliver efficient technical solutions and drive organizational success.
Work
Bangalore, Karnataka, India
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Summary
Led a team of 10+ Service Desk Analysts at Oracle, overseeing technical support, policy implementation, and performance optimization to ensure exceptional customer service and efficient IT operations.
Highlights
Managed and mentored a team of 10+ Service Desk Analysts, consistently delivering exceptional customer service and technical support.
Elevated team quality scores by 23% compared to previous quarters, demonstrating strong leadership and process optimization.
Implemented root cause analysis techniques to identify and resolve systemic issues, significantly increasing operational efficiency.
Developed and enforced Service Desk policies and procedures, ensuring smooth operations and compliance with best practices.
Generated comprehensive weekly performance reports, tracking KPIs, open tickets, and SLA compliance to drive continuous improvement.
Recognized as "Best Performer" in 2017, receiving the Oracle and PAC SETTER Award for outstanding contributions.
Bangalore, Karnataka, India
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Summary
Provided comprehensive technical support as a Technical Analyst L1 at HP, focusing on Active Directory management, Service Desk operations, and system installations to ensure seamless IT functionality.
Highlights
Monitored Service Desk operations and expedited escalated tickets, ensuring timely resolution of critical client issues.
Managed Active Directory, including user account creation, permissions, and Group Policy implementation for internal customers.
Trained Service Desk analysts on operational procedures and troubleshooting techniques, enhancing team capabilities.
Performed comprehensive operating system installations (Windows 7/8/XP) on desktops and laptops, ensuring system readiness.
Recognized as "Best Performer" during deputation at HP for consistent high-quality technical support.
Bangalore, Karnataka, India
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Summary
Served as Admin & IT Officer at Pick A Cent Education, overseeing Active Directory, server management, network configuration, and providing technical support to over 300 users.
Highlights
Administered Active Directory, encompassing server/client installations, user account management, and Group Policy deployment.
Managed monthly server security patch installations and firmware upgrades using automated batch files, enhancing system security.
Implemented and administered Windows Server 2003 Active Directory Domain Controllers, DNS, and DHCP servers.
Configured network infrastructure and systems, ensuring robust connectivity and technical support for over 300 users.
Maintained accurate inventory of all company IT assets, optimizing resource management and operational efficiency.
Awards
Best Performer Award
Awarded By
Oracle and PAC SETTER
Awarded for outstanding contributions and performance as a Technical Analyst / Service Desk Lead.
Best Performer Award
Awarded By
HP
Recognized as Best Performer during deputation with HP for consistent high-quality technical support.
Languages
English
Skills
Operating Systems
Windows, macOS, Windows Server (2000, 2003, 2010, 2013, 2016).
Software & Applications
MS Office (all versions), Outlook, MacAfee Crowstrike, Symantec Norton, Kaspersky, SAP, HPSM 9.3, OSVC (Ticketing Tools).
Networking & Infrastructure
LAN/WAN, VPN Configuration, Active Directory, Group Policy, DNS, DHCP, Hardware & Networking (A+, N+), Network Troubleshooting, Printer Installation & Configuration, RIS (Remote Installation Service).
IT Service Management
Service Desk Operations, Incident Management, Problem Solving, Root Cause Analysis, SLA Management, KPI Reporting, Technical Support, Customer Relations, Training & Mentoring, Documentation, ITIL.
Hardware
Desktop Support, Laptop Support, Server Maintenance, Hardware Troubleshooting, Asset Management.
Security
Antivirus Management, Server Security Patching, Information Security Principles.