Umesh Bhalsod

IT Service Desk Analyst with 3+ years' experience delivering 1st and 2nd line support in fast-paced, SLA-driven environments. Skilled in supporting Microsoft 365, Windows 10/11, Active Directory (Entra ID), and Intune-managed devices across global user bases. Experienced in managing tickets end-to-end, resolving user, device, and access issues efficiently, and supporting onboarding/offboarding processes.

Strong background in troubleshooting, customer communication, and maintaining secure, high-performing IT environments. ITIL 4 Foundation and Cisco IT Essentials certified, with hands-on experience in Azure and endpoint management.

Technical Support Analyst - Dotomize LTD - London, UK (Remote)

(2025-01)

Providing technical support for a SolarWinds monitoring environment, focusing on incident resolution, system performance, and improving service reliability.

• Configured SolarWinds alerts, dashboards, and reports to support monitoring and incident response
• Reduced alert noise and improved monitoring efficiency through threshold tuning
• Supported platform upgrades and improvements to maintain system performance
• Supported patching and updates across monitoring infrastructure, ensuring stability and security compliance
• Troubleshot monitoring issues, including agent communication and system availability
• Investigated and resolved system outages and performance issues impacting services
• Created and maintained technical documentation and knowledge base articles
• Used SWQL for querying and reporting to support issue analysis
• Managed incidents, requests, and changes via ServiceNow, ensuring timely resolution

Technical Analyst - Hexaware - Birmingham, UK (Hybrid)

(2024-01 - 2025-01)

Delivered 1st and 2nd line technical support to a global user base within a fast-paced, SLA-driven environment, resolving infrastructure, application, and access-related issues.

• Provided end-to-end ticket management via ServiceNow, ensuring SLA compliance and clear communication
• Troubleshot Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and resolved access issues
• Supported Windows authentication issues, including Windows Hello, MFA, and Azure (Entra ID) access
• Supported Intune/SCCM-managed devices, including application deployment and endpoint issues
• Managed hardware and endpoint issues, including laptops, docking stations, and peripherals
• Supported enterprise applications including SAP (SuccessFactors, Concur, Fiori, ProArc)
• Diagnosed file system and storage issues, including drive mapping and disk usage
• Delivered remote support using BeyondTrust

Service Desk Analyst - Wesleyan - Birmingham, UK (Hybrid)

(2023-01 - 2024-01)

Provided 1st and 2nd line support in a high-volume service desk environment, supporting Microsoft 365, Windows devices, and end users, ensuring efficient resolution of incidents within SLA.

• Diagnosed and resolved network printing issues, including printer connectivity, print queues, driver installation, and user access permissions
• Supported Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint), resolving email and access issues
• Administered Active Directory accounts, including provisioning, permissions, password resets, and MFA
• Built, configured, and deployed Windows 10/11 devices using Microsoft Intune, including device provisioning, application deployment, endpoint configuration, and troubleshooting
• Performed onboarding and offboarding (JML), including device setup and access provisioning
• Diagnosed and resolved connectivity issues including VPN, Wi-Fi, DNS, and DHCP
• Provided desk-side and walk-up support for hardware, software, printer, and connectivity issues, supporting laptops, mobile devices, docking stations, monitors, and peripherals
• Logged, prioritised, and resolved incidents using Avanti Service Manager in an SLA-driven environment
• Created knowledge base articles and documentation to improve team efficiency and first-time fix rates
• Delivered strong customer service, managing user expectations and ensuring clear communication throughout

Technical Support Analyst - Dotomize LTD - London, UK (Remote)

(2021-01 - 2023-01)

Supported multiple client environments, focusing on SolarWinds implementation, monitoring setup, and infrastructure visibility across varied server estates.

• Supported SolarWinds implementations and monitoring environments across multiple clients
• Deployed SolarWinds and configured alerts, nodes, and dashboards
• Delivered custom dashboards and reporting solutions
• Performed health checks and issue resolution using Thwack and ServiceNow
• Contributed to projects including RBAC solutions, Zero Trust research, and network discovery

Escalated Complaints Handler – Business - NatWest Group - Birmingham, UK

(2016-01 - 2021-01)

• Managed high-volume caseloads, resolving complex complaints within SLA
• Investigated and resolved online system access issues (login, authentication, user errors)
• Assessed financial claims and delivered fair, accurate resolutions
• Produced clear written responses outlining investigations and outcomes

Debt Management Consultant – Personal - Royal Bank of Scotland Group - Birmingham, UK

(2014-01 - 2016-01)

• Supported customers in financial difficulty with tailored repayment solutions
• Assessed income and expenditure to ensure affordable payment plans
• Maintained compliance with financial regulations and internal policies

Cisco Networking - Solihull College (2026-01)

ITIL 4 Foundation - Solihull College (2025-01)

Cisco IT Essentials - Solihull College (2023-01)