Tech Operations Analyst June 2021 – October 2022
Wells Fargo | Bengaluru (Bangalore), KA
- Strong technical proficiency and exceptional problem-solving skills, with a proven track record of troubleshooting technical issues.
- Adept at collaborating with stakeholders and focused on delivering results, committed to continuously improving organizational performance.
- Exhibited exceptional leadership aptitude through the successful oversight of projects from initiation to completion.
- Demonstrated proficiency in utilizing contemporary technology and software tools.
- Adopted a dynamic approach to project management, adapting to the changing needs of each project.
- Collaborated in team projects, displaying strong teamwork and communication skills.
- Ability in troubleshooting PulseSecure connections and MS Office applications, including Skype, MS Teams, Excel, and Office
- Offered on-demand support for Securedoc/Winmagic Encryption and Checkpoint Full Disk Encryption recovery, efficiently resolving network concerns and technical difficulties with the equipment.
- Performed software installations, and OS upgrades, and maintained systems documentation, improving data accessibility.
- Conducted root cause analyses on performance incidents and implemented customized solutions to reduce service disruptions by 60%
- Monitored systems for inefficiencies and malfunctions, resolving 500+ issues per month, increasing uptime by 45%
- Analyzed data to identify trends and recurring system errors, improving operational stability by 80%
- Installed secure connectivity in 90+ remote active systems, improving user access time by 20%
- Reorganized archives to improve storage efficiency rate.
- Troubleshoot 200+ PulseSecure connection issues, optimizing user experience.
- Expertly diagnosed and resolved over 80 PulseSecure connections and MS Office application issues daily, increasing system uptime by 40%
- Aided in the implementation and training of various technologies, improving user satisfaction feedback by 20%
- Demonstrated flexibility and swift problem-solving skills to meet business needs, completing troubleshooting activities 30% quicker than set goals.
- Demonstrates a basic understanding of Microsoft Azure fundamentals and SQL, including experience in creating and configuring virtual machines, managing storage, and executing SQL queries.
IT Helpdesk Remote Support Engineer January 2019 – June 2021
LTI | Bengaluru (Bangalore), KA
- Responded to client IT support requests and supplied technical support on-call or remotely.
- Utilized the ServiceNow tool to effectively manage incidents, resulting in a customer satisfaction rate of 98% for the provided services and solutions.
- Demonstrated proficiency in supporting AVPs and senior-level management.
- Possessed expertise in troubleshooting MS Office applications, including Skype, MS Teams, Excel, Office, and OneDrive
- Delivered comprehensive support for the Active Directory system, including the creation and modification of users, administration of distribution lists, and resolution of intricate mobile and VPN challenges.
- Enhanced cross-functional team communication by establishing and regularly updating a comprehensive active directory distribution list comprising over 300 contacts.
- Facilitated the seamless transition of 500+ users into the new active directory environment through effective user access controls.
- Increased overall uptime by 30% by optimizing system stability for over one hundred users.
- Achieved a 90% resolution rate for issues without escalation by providing step-by-step instructions within 10 minutes of contact time.
- Improved customer satisfaction ratings by 30% through technical support assistance.
- Developed technical documentation and SOPs for current trend issues.
- Efficiently administered Cisco WebEx accounts for clients and rendered technical support as needed.
- Furnished on-call support for McAfee ePolicy Orchestrator and Bit locker Encryption.
- Conducted the oversight of the Skype for Business server access console and facilitated the enabling/disabling of access for local users.
- Assisted in creating new employee accounts in AD, mapping their mail, and enabling Multi-Factor Authentication
- Efficiently managed distribution lists within the O365 Exchange Admin Center and smoothly terminated access for individuals who have departed the organization.
- Created FTP accounts for clients to share project-related data.
- Quickly learned new skills to improve efficiency and productivity.
- Demonstrated respect, friendliness, and willingness to help with all daily duties.
- Worked flexible hours, including nights, weekends, and holidays.
- Troubleshoot and resolved ~450 technical inquiries with a 97% resolution rate.
- Delivered a 170% improvement in call handling efficiency by creating 10+ Standard Operating Procedures (SOPs)
- Established a user-friendly environment by constructing SharePoint paths for effective data management and retrieval.
