Headline

Information Technology Analyst -TCS || Change Manager || Configuration and Asset management || Major incident management || AWS Solution Architect || Service management || ITIL v4 || GSD

About

With a solid foundation in Electronics and Communications Engineering from Brainware Group of Institutions, my journey in the IT sector has been marked by a commitment to technical excellence and client satisfaction. At Tata Consultancy Services, I thrive on solving complex technical challenges. Change Managers work closely with project managers, sponsors, people managers, and change champions. While project managers focus on delivering the technical aspects of a project, Change Managers ensure that employees adopt and use the new processes effectively. Sponsors and people managers provide visible support and coaching, while change champions advocate for adoption within teams My competencies extend to Active Directory, Microsoft Exchange, and offering on-call support that upholds our team's values of swift and effective problem resolution. My educational background in engineering complements my role, enabling me to analyze and handle technical escalations adeptly. Together, we strive to enhance customer experience and maintain the integrity of IT systems, leveraging my expertise in incident management to foster a proactive support environment.

Location

Greater Bengaluru Area

AI stack

claude

gemini

meta

ChatGPT

Work experience

Information Technology Analyst at Tata Consultancy Services, Jul 2022 - Present · 4 yrs 3 mos, Bengaluru, Karnataka, India, • Providing technical assistance to clients via Email, Ticketing tools, and phone calls. • Provide continuous technical support from coding to infrastructure, including troubleshooting, investigating error messages, getting solved coding issues, and errors related to system updates. • Coordination with different departments around the world to provide the best solutions to customers. • Creating and updating SOP's for support access. • Handling Escalations and working on top-priority cases. • Identifying the root cause of technical problems by connecting with clients. • Install, configure, and maintain software, application and operating system. • Resolving Incidents and firing SQL queries when required to add, change, or update the application • Resolving Major Incident cases • Performing Major Incident Management • Acting as a shift lead and on call support on weekend.

Change Manager at Tata Consultancy Services, Jul 2022 - Present · 4 yrs 3 mos, Develop and Execute Change Strategies: Design structured change management plans, including communication, engagement, and training strategies tailored to specific initiatives Stakeholder Engagement: Partner with executives, project teams, and business units to align change initiatives with organizational goals and address concerns Impact Assessment and Readiness: Conduct change impact analyses, readiness assessments, and monitor adoption metrics to ensure smooth transitions Drive Adoption and Cultural Alignment: Encourage behavioral change, foster an adaptable culture, and support employees through transitions to achieve sustained outcomes Communication and Training: Develop clear messaging, deliver training programs, and provide guidance to ensure employees understand and embrace changes Monitor and Report: Track progress, measure ROI of change initiatives, and escalate risks or resistance to senior management Core Skills Strategic Vision and Leadership: Ability to align change initiatives with organizational strategy and inspire stakeholders. Analytical and Problem-Solving Skills: Evaluate impacts, identify risks, and develop solutions to overcome resistance. Communication and Influence: Effectively convey messages, coach leaders, and engage employees at all levels. Flexibility and Adaptability: Operate in fast-paced environments and adjust strategies as needed.

Product Support Specialist at DeliverHealth, Sep 2021 - Jun 2022 · 10 mos, Bangalore Urban, Karnataka, India, - Monitor, manage, and document all actions and solutions into a DeliverHealth ticketing system. - Responsible for scheduled installation cases. - Responsible for monitoring phone queue and creating a ticket for every call answered - Responsible for monitoring ticketing system and processing submitted emails to that system , resolve, and if needed escalate assigned cases, incoming calls, and incoming email tickets. - Responsible for achieving and maintaining organizational requirements for ticket quality and time utilization. - Work collaboratively with appropriate technical support and cross-functional team members. - Monitor, manage, and support a variety of application platforms and systems. - Document and utilize solutions through use of a DeliverHealth knowledge base, white papers, training sessions and other available educational tools. - Responsible for completing all classes and training required via the DeliverHealth Talent Management System within the required time frame for ongoing employee development. - Responsible for operational support on a 24/7/365 basis with ability to work evenings, weekends and/or holidays required as all shifts are required to be covered 24/7 including changing shifts. - Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for secure.

Service Desk Analyst at Zones, LLC, Nov 2020 - Sep 2021 · 11 mos, Bangalore Urban, Karnataka, India, - Providing Apple & Windows Laptop and Desktop support. - Providing active directory administration as needed - Providing iOS device support (iPhones, iPads, etc). - Assisting customers in setting up Apple Devices. - Assisting with troubleshooting issues using remote management software. - Using specific tools to diagnose issues, make recommendations for resolution. - Using problem-solving and people skills to ensure swift resolutions to technical issues. - Testing, troubleshooting, and diagnosing computer error messages and failures. - Answering support requests via phone, email or through tickets. - Providing 1 st level triage support for reported incidents and requests. - Promote teamwork and contact center success - Hardware: Working knowledge of Apple iMac, Macbook, Mac Mini and Windows hardware - Software: Working knowledge of Mac OSX and Windows 7, 10, Microsoft Office 2010-2016 - Working knowledge of Microsoft Office 365 and Active Directory - Experience with ServiceNow Ticketing System - Proficiency in navigating accounts with multiple skill set requirements - Experience or certification with ITIL

App/Cloud Support Associate at Accenture, Jul 2019 - Aug 2020 · 1 yr 2 mos, Greater Bengaluru Area, • Providing technical assistance to clients via Email, Ticketing tools, and phone calls. • Provide continuous technical support from coding to infrastructure, including troubleshooting, investigating error messages, getting solved coding issues, and errors related to system updates. • Coordination with different departments around the world to provide the best solutions to customers. • Creating and updating SOP's for support access. • Handling Escalations and working on top-priority cases. • Identifying the root cause of technical problems by connecting with clients. • Install, configure, and maintain software, application and operating system. • Resolving Incidents and firing SQL queries when required to add, change, or update the application

Technical Solutions Engineer at DXC Technology, Sep 2018 - Jun 2019 · 10 mos, Bengaluru, Karnataka, India, Resolving issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.Working from a standard protocol and utilizing documented processes to respond to client issues. Some judgment may be used to supplement the outlined process. Successfully resolve simple to moderate technical issues (related to hardware and software) from incoming client contacts and proactive notification systems. Respond to service, product, technical, and client-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on client entitlement (for example more complex warranty). Proactively assist clients to avoid or reduce problem occurrence.

Education

Bachelor of Technology (BTech), Electronics and Communications Engineering, Brainware Group of Institutions

UNDERGRADUATE, SCIENCE, Kalyani public school